We really want to know how we’re doing…so we’re going to start asking

Posted: 29 Nov 2012 11:20 AM PST

Last year, we began to ask you a simple question on a quarterly basis: “On a scale of zero to ten, how likely is it that you would recommend OpenSRS to a friend or colleague?” This was a global survey that related to OpenSRS as a whole.

This one simple question is the cornerstone of the Net Promoter Score model currently in use with many global brands and industry leaders such as Intuit, Zappos and Apple.

Starting on December 4, 2012, you will be asked to answer this question after every interaction you have with Reseller Support.

Your answer to the question will provide us with valuable feedback concerning how you feel about your interactions with Reseller Support, whether it is by phone, email or chat.

Why are we doing this?

To identify what we do well
To find out where we are coming up short
To follow up and fix issues in a timely manner when things go off the rails
To give you a chance to voice your opinion and help us improve future support interactions

How will it work?

Beginning December 4, 2012, you will start to receive an email a few hours after your support request is closed.

This email will ask that one simple question: “On a scale of zero to ten, how likely is it that you would recommend OpenSRS to a friend or colleague?” based on your most recent support request. It will also provide a free form text field for any comments you may wish to add. We ask that you score the support interaction and provide any relevant comments.

We understand (based on feedback from past surveys) that the question seems a bit odd to some of you. Putting aside the notion that you’d be suggesting that someone start a business that might be in direct competition with you, we ask that you consider it hypothetically and honestly. Assuming it would have no impact on your own business and you would like the other person to be successful, would you suggest to them that they use OpenSRS?

What happens to the data?

Management or support staff will review each and every response. Depending on the your response, follow up communication may occur.

Thanks in advance for your help and honest responses. We really do value your opinions and we look forward to providing an improved support experience to you.

OPENSRS

viernes, 30 de noviembre de 2012