Hi Dev Team, Tell me what do you think about this: a rating system for operators answers. The system should work that way: When the ticket is finally closed (successful or unsuccessful) the operator should send an email that contains a survey where the user/customer will be able to rate the technical support: 1. Time reaction; 2. Was the answer ok for you ? 3. Did we managed to fix your issue ? 4. Will you contact us for if you encounter another issue? etc .... The survey should be web based and have an unique ID (it can not be filled twice) based on the ticket number. Any way the above questions are only an example .... OTRS admin should be able to define all the questions and the ratings. That way we can measure our customers satisfaction and improve the operators skills. Cheers, Daniel ---- This message has been scanned by BitDefender and found to be clean.
Hi Dev Team,
Tell me what do you think about this: a rating system for operators answers.
The system should work that way: When the ticket is finally closed (successful or unsuccessful) the operator should send an email that contains a survey where the user/customer will be able to rate the technical support: 1. Time reaction; 2. Was the answer ok for you ? 3. Did we managed to fix your issue ? 4. Will you contact us for if you encounter another issue? etc ....
The survey should be web based and have an unique ID (it can not be filled twice) based on the ticket number.
Any way the above questions are only an example .... OTRS admin should be able to define all the questions and the ratings.
That way we can measure our customers satisfaction and improve the operators skills.
Cheers,
Daniel
Daniel, That is naturally a very good idea for any enterprise, organisation, to do surveys of customer satisfaction from time to time, to track what is going on, but I don't think it should be sent for every closed ticket. Neither do I think that it is useful to have such a feature in the software other than for periodical surveys. /G -- www.gh-webinteractive.com
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Hello bobsmith1, Hmmm..... I do not know. While reading a technical article over the internet your are asked if that article was helpful and maybe to make some suggestions in order to improve it. That's why I think this is a good idea in order to improve our support line. I do not want to ask customers if they are happy with our products/services, but to ask if that specific answer/discussion was helpful. Daniel Wednesday, June 30, 2004, 11:31:18 AM, you wrote:
Hi Dev Team,
Tell me what do you think about this: a rating system for operators answers.
The system should work that way: When the ticket is finally closed (successful or unsuccessful) the operator should send an email that contains a survey where the user/customer will be able to rate the technical support: 1. Time reaction; 2. Was the answer ok for you ? 3. Did we managed to fix your issue ? 4. Will you contact us for if you encounter another issue? etc ....
The survey should be web based and have an unique ID (it can not be filled twice) based on the ticket number.
Any way the above questions are only an example .... OTRS admin should be able to define all the questions and the ratings.
That way we can measure our customers satisfaction and improve the operators skills.
Cheers,
Daniel
bobsmith1> Daniel, bobsmith1> That is naturally a very good idea for any bobsmith1> enterprise, organisation, to do bobsmith1> surveys of customer satisfaction from time to bobsmith1> time, to track what is going bobsmith1> on, but I don't think it should be sent for bobsmith1> every closed ticket. Neither bobsmith1> do I think that it is useful to have such a bobsmith1> feature in the software other bobsmith1> than for periodical surveys. bobsmith1> /G bobsmith1> -- bobsmith1> www.gh-webinteractive.com
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bobsmith1> ---- bobsmith1> This message has been scanned by BitDefender bobsmith1> and found to be clean. ---- This message has been scanned by BitDefender and found to be clean.
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