Not too long ago I created a service ticket for my service desk guy to resolve a PC issue and today I got an email from the service desk that my case had been closed and asked me to answer the customer satisfaction survey.
I click on the link that brings me to the survey and when the system finally brings me there, I was appalled at the way the survey was structured and the language used in the form.
It was too impersonal and anyone who open that suvey form would be less then enthusiatic to complete the questions. Not that there are too many questions to answer, on the contrary there are too little – 3 to be exact and the impression that I get from the questions were that ‘Just tell me that I did well for the service’. Oh, this is so unprofessional!
First of all, to take this issue 1 step back, the task completion email is so impersonal – it’s like telling me that – ‘Hey, I have completed your request (relundantly) and now you have to answer a survey for me!’ Whoever created and approved such email structure and survey questions ought to be sent for service training again!
Who would want to answer any survey that is so badly structured and unfriendly! And they would complain that no one want to complete their customer satisfaction surveys that we sent out after the completion of each service ticket and is affecting their service satisfaction KPI! Did they ever take one step back and examine what they did to the survey emails and questions!
Oh, in case you are wondering, I was talking about what happened in my department. We have a section in the department that answers to our internal customers problems and to guage the performance level of the service guys we have designed a survey system to get feedback from our customers.
Servicing internal customers is just as important, if not more, then servicing external customers but many a times the resources required to serve the internal customers are so stretched that many are left unhappy for having to too long to have their problem or request answered. This is not an uncommon sight in many companies. How to manage this and yet keep the customers are not what I want to talk about here.
What I am trying to say here is that if we want to do a satisfaction survey after every service ticket has been closed, then we must know what is the real intent of such a survey and keep the survey short – technically it should not take one more than 1 min to complete. And the questions should revolve around checking the professionalism, the behaviour and knowledge of this person, and the overall experience of the customer.
On top of that, the wordings used in the email, the acknowledgement note and the survey questions should be personal and friendly, and address the person by his first name if possible. All these are the less that one should do in designing a survey form so as to entice the customer to response.
One final word, the layout must also be ease to read and neat – give enough spacing between paragraph and demarcate the questions clearly.
Well, did I answer to that satisfaction survey for the ticket that I rose? Yes, I did but most relundantly and not without voicing my experience here 
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