When WaTech’s customers find themselves in times of trouble and contact the agency’s support team for help, there’s a pretty fair chance they’ll get what they need.
The “thumbs up, thumbs down” survey customers receive by email shortly after an incident/request is closed shows a 98 percent satisfaction rate in recent months. And starting Sept. 18, those surveys will change slightly in hopes of garnering even more information about the way agency customers were helped.
Debbie Hoxit, assistant director for business operations for the agency's Infrastructure and Applications Division, said the new “enhanced feedback” feature for the surveys is an outcome of discussions from an internal WaTech team that has been charged with finding ways to address customer feedback from the extensive customer survey conducted in the spring of 2016.
Hoxit said the new feedback form will seek to delineate the positive responses a bit further and provide more data on what is working well.
Previously, customers who responded with a “thumbs up” were presented with a text box that asked: Do you have any additional feedback you would like to share with us?”
With the new survey, customers will be presented with a screen topped by a smiley face that says: “That’s great! Tell us what we got right…”
The customer is then asked to click on one or more boxes for quality, experience, customer service or responsiveness. They will still have the opportunity to comment in the text box that asks: “Do you have any additional feedback you would like to share with us?”
Customers who told us they are not satisfied were previously asked two questions:
Please tell us why you are not satisfied with the service you received.
How can we provide better service in the future?
Under the revised survey tool, if the customer had a bad experience, he or she gets a frowny face and the words “Oh no! Please tell us why you selected the thumbs down” with a box for commenting, followed by the statement “Tell us how we can improve” with another box for commenting.