Comments on: Asking for Good Marks http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Ahmed Bouzid http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/comment-page-1/#comment-317824 Ahmed Bouzid Tue, 27 Nov 2007 15:01:33 +0000 http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/#comment-317824 I've always felt that post-call customer surveys are methodologically unsound -- or at least as sound as the online poll surveys. The people who bother to take the surveys are self-selecting, and chances are that the people who respond were really happy about the service and were moved enough to trouble themselves with hanging on and providing their feedback, or -- which is more likely -- were really angry and needed to vent off their frustration. Such surveys can still be useful if used, for instance, to identify which calls to listen to for training purposes (listen to the ones that got real bad or real good marks). They can also be used to route caller In the context of automation, I've come up with what I call, "The Automation Quadrant" -- a high-level representation of the interplay between task complexity, levels of task automation, and the possible resulting combinations of agent and user satisfaction levels. Check it out at my blog, <a href="http://thevuipost.blogspot.com/2007/11/automation-quadrant.html" rel="nofollow">The VUI Post</a>. I’ve always felt that post-call customer surveys are methodologically unsound — or at least as sound as the online poll surveys. The people who bother to take the surveys are self-selecting, and chances are that the people who respond were really happy about the service and were moved enough to trouble themselves with hanging on and providing their feedback, or — which is more likely — were really angry and needed to vent off their frustration.

Such surveys can still be useful if used, for instance, to identify which calls to listen to for training purposes (listen to the ones that got real bad or real good marks). They can also be used to route caller

In the context of automation, I’ve come up with what I call, “The Automation Quadrant” — a high-level representation of the interplay between task complexity, levels of task automation, and the possible resulting combinations of agent and user satisfaction levels. Check it out at my blog, The VUI Post.

]]> By: David Morse http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/comment-page-1/#comment-316982 David Morse Mon, 26 Nov 2007 21:48:34 +0000 http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/#comment-316982 Great ideas. I think the reason people "game" the system is because managers often misuse info from these surveys. I <a href="http://www.customerops.com/customeropscom/2007/11/gaming-customer.html" rel="nofollow"> added to the conversation at my blog</a>. Great ideas. I think the reason people “game” the system is because managers often misuse info from these surveys. I
added to the conversation at my blog.

]]> By: Asking for Good Marks · Gift Card News and Deals http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/comment-page-1/#comment-316557 Asking for Good Marks · Gift Card News and Deals Mon, 26 Nov 2007 12:42:15 +0000 http://www.serviceuntitled.com/asking-for-good-marks/2007/11/26/#comment-316557 [...] Original post by Service Untitled - customer service and customer service experience blog [...] [...] Original post by Service Untitled – customer service and customer service experience blog [...]

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