Tom Limoncelli wrote: > 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!
Agreed. And was implemented in a similar way at Sun in the 90s. See Kern and Johnson, _Rightsizing the New Enterprise_, App D, p. 212 for their feedback tool. This was also the first time I remember seeing "Service Desk" instead of Help Desk. Its an oldie but a goodie. Morning reports, metrics, feedback... --tep _______________________________________________ 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/
