The VM customer service survey

[Theodoric]

I know you have an ongoing customer service thread but I feel that this doesn't quite fit there.

I had a problem with my Internet connection recently and I phoned customer services. Anyway I was quite happy with the person I dealt with and I have now just received an email containing a link to a customer service survey.

I must say that I was totally underwhelmed by the quality (and I strongly suspect usefulness to VM) of the form.

Page 1 contained only 2 parts. Part 1 was what did I think of the service on my problem, which I happily gave 10 out of 10. Part 2 was a question on whether I would recommend VM and a section for any comments on my mark, which I filled in.

However, when I turned to page 2, which was also the last page, I wondered if VM were simply taking the mickey. There were only about 5 very general questions about such things as value for money but the last one took the biscuit. This was did I think that VM valued its customers! How was I even supposed to attempt to answer this ridiculous question. Do they think that I make regular visits to VM HQ and quiz the staff? I couldn't care less what value VM places on its customers; I really doubt whether VM staff are forever sending emails to each other about how much they love us. What I care about is whether or not they have an efficient CS.

[Peter_]

These emails are sent out by Satmatrix on behalf of Virginmedia and many other companies as they measure the companies customer experience from the answers received.

http://www.satmetrix.com/company/management-team/

[Theodoric]

My point was that I thought that it was a pretty poor survey. Normally, on these things they ask a number of questions about your specific experience. Did the person answer your question, did they seem competent, were you satisfied with the answer etc. There was only one general question here - were you satisfied.

As I said, page 2 consisted of only 5 pretty general questions. OK, I wouldn't want to fill in a 10 page questionnaire, but the whole process seemed pretty half-hearted.

[Digital Fanatic]

Originally Posted by Theodoric

My point was that I thought that it was a pretty poor survey. Normally, on these things they ask a number of questions about your specific experience. Did the person answer your question, did they seem competent, were you satisfied with the answer etc. There was only one general question here - were you satisfied.
As I said, page 2 consisted of only 5 pretty general questions. OK, I wouldn't want to fill in a 10 page questionnaire, but the whole process seemed pretty half-hearted.

and that's all VM want to know... if you aren't happy/ score a low NPS, then VM will contact you to find out why in most cases.

The point is, customers who had good service don't generally take the time to fill in a long winded questionnaire about their experience.