Customer Satisfaction Survey

Philippines
January 31, 2009 4:52pm CST
I was calling my bank today because I was having a problem with its online services. At the beginning of my call, the automated system asked if I want to participate in a Customer Satisfaction Survey. I normally don't want to do this, but today, I'm not sure why but I said yes. So after, I took the survey. I gave the customer representative an average grade but the whole experience a failing grade. I mean, I have been transfered four times before the final representative was able to fix my "online services problem" and on each transfer, I have to wait for a long period of time. Don't you just hate waiting? Urggghhhh.....
3 people like this
8 responses
@ersmommy1 (12600)
• United States
31 Jan 09
Anymore customer service= customer waiting. It is a shame to say this about the industry that I work in. But the truth is the truth.More often than not I skip the survey. It doesn't seem to improve anything. And it would just be more of my time taken away.
1 person likes this
• Philippines
1 Feb 09
I know. I have the same experience over and over. I usually skip the surveys as well. I just don't know what made me do it this time. Maybe, the little bird on my shoulder? LOL
1 person likes this
• United States
1 Feb 09
I'll do the customer surveys if I'm not in a hurry or extremely angry. In these situations, I'm just ready to get someone on the phone and get my problem dealt with. I also consider that I'm probably going to get bounced around a whole bunch of different menus if it's an automated system and that is very time consuming!
1 person likes this
@thaMARKER (3094)
• Philippines
9 Feb 09
I am a representave in a contact center. There really are times that you have to be patient while waiting for the next representative. We recieve great volume of calls and every representative is taking every call as fast as they can, we get to be questioned if we stay longer on the phone. The reason why you get transferred a lot of times is that maybe the previous reps you spoke with is not capable of assissting you based on their training. Representative are divided to do a specific task. But it's a good thing that you responded to the survey though.
• Philippines
9 Feb 09
Thank you for the information. I understand about the things that you said and I kow I should be more patient. But still, there are times that I could stand waiting for so long.
@AmbiePam (50111)
• United States
1 Feb 09
Yes, I do! And I hate it when I never get an option to talk to a person. I got a message to call a company that I owed a bill to. I had noticed a mistake, so I sent an e-mail to them. They called me, left a message on my answering machine, and when I got the message I called the number they left. I proceeded to wait 45 minutes trying to get a person to talk to. No option they gave me was what I needed. I didn't hang up because I didn't want to have to do this again. But I did end up hanging the phone up eventually. I was getting ready to throw my phone against the wall. They left me a phone number, but I had no way of getting to talk to them!
• Philippines
3 Feb 09
It is just so irritating right. But we have to do what we got to do.
1 person likes this
@EvrWonder (3577)
• Canada
1 Feb 09
Yes! I certainly do hate waiting on hold for customer service. Especially regarding a service that I pay for, like internet, telephone or cable. I always have to plan those calls into customer service because I know I am going to be waiting 30 minutes on hold or more. So I grab the cordless first. then I may pile up a bunch of stuff I need to review, read or write out and set it on the table beside the couch and lay down to dial. then I press all the button or, as some use the voice activated responses so I speak and then I get comfortable, with my pile of stuff to do beside me and wait. Once I get someone to speak with, usually things work out for the best. Like you, if I am getting poor customer service I will say so. Waiting on hold for one. I am not sure why such a big company, as the telephone company doesn't have more telephone customer service people on shift at one time. It is so rude, particularly for a phone company to have their customers wait so very long. I avoid it as much as possible. thank fully I am fairly technically savvy so can figure a lot out with out customer service. When I do need them I expect to be connected within a reasonable amount of time. Not 20 minutes or more and not being transferred to one department after another, only to repeat the problem all over again. Thank you for this discussion and hope that you got the online service problem resolved.
• Philippines
1 Feb 09
I did have my problem resolved. But just like what you've said, I have to wait for 20 or so minutes. As much as I don't want to wait that long, but then I really need to have this problem resolved.
• Philippines
31 Jan 09
It's really annoying sometimes when you're interrupted for something like a customer satisfaction survey but let's just think of it as a good way. By the that, companies will know how their customers are feeling with their service, if they're happy or not. In that way, they can improve their services more and start to satisfy their customers. I know sometimes we think of that as a waste of time but let's just don't, it's for the benefit of both us and the companies. Just be patient.
• Philippines
1 Feb 09
I really hope that companies take these surveys seriously. It is one of the major ways that they are able to know what their customers think of their services.
@user_786 (1338)
1 Feb 09
I hate waiting too but these are the tactic these companies use in order to get people take surveys, do other things they want us to do. Ofcourse they are taking survey in order to improve customer service, we should , if have spare time participate in that, this is how they will know what customers want , what they like or dislike about the company and its products.
@aprilten (1966)
• Philippines
1 Feb 09
I hate waiting. This customer service thing that seems to be a fad nowadays is actually a disservice (if there is such a word). You need to wait for so many minutes before a representative can attend to you. And when it's your turn you'll sometimes get discouraged the the representative doesn't have answers to your questions or solutions to your problems regarding their product. These poor customer service representatives are more of shock absorbers than solution providers. They are the armour of the management people. They're the ones who need to face all angry customers.