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 >> >> >> ---- >> This message has been scanned by BitDefender >> and found to be clean. >> _______________________________________________ >> OTRS mailing list: dev - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/dev >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev >> 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. _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
