I've never been impressed by long surveys. The benchmark for these is that "10% response rate" is considered extremely good. That's depressing.
When someone has gotten their response to a ticket the last thing they want to do is answer a survey. It is like letting someone unwrap a toy they've gotten for their birthday then being told, "You can play with it now, or you can fill out a survey THEN play with it". They've just been given their new disk quota, access, had their (whatever) fixed.... they aren't going to choose "fill out the survey" unless you've created a reason for them to complain, or if you've delighted them so much that they want to let you know. In the latter case, you want management alerted so they can investigate, learn, and improve. I've never had time to implement the following system but I think it would be excellent: The email that users get when a ticket is closed should have 3 graphics: :-( :-| :-) Unhappy Ok Happy! The graphics for the 3 faces should be links to a survey that records Happy/Ok/Unhappy, the ticket number then displays a web page saying that their happiness has been recorded and a thank you. At the bottom of the web page should be a checkbox for "I'd like to talk with a manager about this" and a textbox for them to write more info. However, if they close their browser at this point the sentiment is recorded. I bet this would get 90% response rate. While you wouldn't get all the detail of a in-depth survey, you would get a "wind direction" that says if you are doing better or worse than last month. Plus, managers would get feedback when someone is really upset or really happy. If someone implemented it, it would make a great paper at LISA! Tom _______________________________________________ Discuss mailing list Discuss@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
