UNCLASSIFIED We do not send the survey when the ticket Status is Closed - we send when the ticket is resolved. This gives us an opportunity to verify satisfaction and in those cases where additional service is required, we are able to provide it in a timely manner.
Also, each management group has a notification filter so that if a survey is responded to with comments or a rating of less than 3 (Neutral), that customer gets a follow-up. Sandra Hennigan OSD Remedy Administrator Office # 703-602-2525 x251 CACI - Ever Vigilant(tm) Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rich Wallingford Sent: Monday, March 12, 2007 1:33 PM To: [email protected] Subject: Send survey at close Hello - I'm just curious if anyone out there has a generic, or not so generic, set of guidelines for send a Customer Satisfaction survey when a ticket is closed? My company would like to implement something along these lines. I was thinking I would automatically send a request to complete the survey, which is located on our company website. Any ideas or thoughts would be greatly appreciated. Thanks so much, Rich "CONFIDENTIALITY NOTICE: This communication, including any attachments, may contain confidential information and is intended only for the individual or entity to whom it is addressed. Any review, dissemination, or copying of this communication by anyone other than the intended recipient is strictly prohibited. If you are not the intended recipient, please contact the sender by reply email and delete and destroy all copies of the original message." ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
