Mark D Lew wrote:
On Jul 23, 2005, at 4:06 PM, Tyler Turner wrote:
This is wrong. When I worked in customer support, I
computed the number of customer e-mails finished in
one response vs. those that took multiple e-mails to
resolve. I personally was resolving over 90% of the
issues to the satisfaction of the customer in the
first response. None of the staff was much under 80%.
We probably have a distorted view of this here. Anyone who is a regular
participant here isn't likely to contact customer support unless it's a
really tough one.
We tend to forget that the vast bulk of Finale users out there are
asking about simple things that we know very well.
mdl
And MakeMusic tends to forget that in calculating satisfactory customer
requests, there should be some weighting of the responses, so that even
though a tech answers 97 responses out of 100 easily and accurately
because they are responses such as "display in concert pitch is in the
Option menu, not the View menu," those other 3 questions may be from a
poweruser who doesn't ask for things until he/she has exhausted all
their own knowledge plus the knowledge from a list heavily populated by
power users. That 100th response, which may well not result in a
satisfactory reply, should carry more weight than the "it's in the
options menu" sort of reply.
I'm not a statistician so I can't suggest a weighting procedure, but I
do know that the sample base would be skewed in favor of the
easy-to-answer response. So a more accurate reading of the results
might be "among those asking basic questions, satisfaction is 97%, but
among those asking more complex questions, satisfaction is 50%." But of
course no corporation is going to release those results.
--
David H. Bailey
[EMAIL PROTECTED]
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