Satisfaction survey from SE, why?

I woke up about an hour ago, checked my email for anything important and I find a satisfaction survey from SE. It states I contacted customer support recently.

The problem being I have never contacted them. The most I've done as far as contacting someone from SE is reporting extremely rude people in the game. Other than that nothing.

Anyone know why exactly i received this email? Did anyone else randomly receive one?

Reporting someone in-game is a form of customer service. If it happened recently, they're asking about that.

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Originally Posted by BillyKaplan

Reporting someone in-game is a form of customer service. If it happened recently, they're asking about that.

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That just makes me even more confused and suspicious. This isn't the first time I report someone. I've done it dozens of times since I started playing, this is the only time I've received a survey for a report out of at least 20 or more. This makes no sense. Also the survey is regarding speaking with an "agent" and the service provided. In call centers the employees are generally referred to as Agents.

The entire survey is regarding a phone call conversation.

I never got a mail like this for filing in-game reports as far as I can recall, so it does seem a bit unusual.

Well they aren't going to send a Satisfaction Survey for every single report a player makes, otherwise it just turns in to unnecessary spam. I mean if you feel the survey is a mistake you can just ignore it, but I would give it some time to fill out.

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Originally Posted by Kurando

Well they aren't going to send a Satisfaction Survey for every single report a player makes, otherwise it just turns in to unnecessary spam. I mean if you feel the survey is a mistake you can just ignore it, but I would give it some time to fill out.

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I can't fill out any of the fields because it's asking for my experience with the agent, the explanation and so on. The problem is there NEVER was any interaction with me and any agent.

I get the feeling some donkey called claiming to be, gave them my email and tried to get access to my account, I still have my account so obviously it didn't go over too well, and they sent me the survey anyway.

I see, hmm have you received any survey emails in the past before this one? Do the formats of the email and the address it came from match up at all?

It could just be a case of mistaken identity, I mean when you contact SE on their site it asks to confirm the email to be contacted on, perhaps someone made a slight mistake, who knows. I'd say just leave it be if you are not sure, or save it incase it is dodgy and you can report it at a later time.

You're way too suspicious. The fact that they're referred to as an "agent" by the survey does not imply it was a phone conversation. It's just a standard survey randomly sent after a player contacts customer support in some fashion and other game companies handle them that way as well.

Agent = GM

https://i.imgur.com/72fYRGo.png

Most of them I got them after sending a player report and being contacted by a GM.

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Originally Posted by Kurando

I see, hmm have you received any survey emails in the past before this one? Do the formats of the email and the address it came from match up at all?

It could just be a case of mistaken identity, I mean when you contact SE on their site it asks to confirm the email to be contacted on, perhaps someone made a slight mistake, who knows. I'd say just leave it be if you are not sure, or save it incase it is dodgy and you can report it at a later time.

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Not from SE. Only from a different game i play. And yes, I checked it multiple times, it is SE. As for the slight mistake, my email is pretty damn random so I doubt you can make a mistake bad enough to end up with my email.

My main concern is that someone called SE claiming to be me, gave them my email, couldn't give any other information so they didn't remove my security so they can take my account. If this happened once, it can happen again, and they made end up with a newly hired person that DOES actually give away my account to someone else.

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Originally Posted by Crystal_Raven

Not from SE. Only from a different game i play. And yes, I checked it multiple times, it is SE. As for the slight mistake, my email is pretty damn random so I doubt you can make a mistake bad enough to end up with my email.

My main concern is that someone called SE claiming to be me, gave them my email, couldn't give any other information so they didn't remove my security so they can take my account. If this happened once, it can happen again, and they made end up with a newly hired person that DOES actually give away my account to someone else.

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It didn't happen in the first place. You're getting yourself worked up over a standard customer service survey sent in response to your contacting the GM.

Here are the surveys I've received. Notice how all of them correspond to a GM ticket. They all say "agent" in them as well. It's just the generic term they use for any of their customer support staff.

https://img2.finalfantasyxiv.com/acc...00b87e8be8.jpg
https://img2.finalfantasyxiv.com/acc...701afd88a6.png

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Originally Posted by Crystal_Raven

I can't fill out any of the fields because it's asking for my experience with the agent, the explanation and so on. The problem is there NEVER was any interaction with me and any agent.

I get the feeling some donkey called claiming to be, gave them my email and tried to get access to my account, I still have my account so obviously it didn't go over too well, and they sent me the survey anyway.

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WTF?
You sometimes get these when you talk to a GM, there is nothing suspicious
agent= GM, come on now.
Plus it takes you to SE's official website??? wth is the issue?

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Originally Posted by Nixxe

It didn't happen in the first place. You're getting yourself worked up over a standard customer service survey sent in response to your contacting the GM.

Here are the surveys I've received. Notice how all of them correspond to a GM ticket. They all say "agent" in them as well. It's just the generic term they use for any of their customer support staff.

https://img2.finalfantasyxiv.com/acc...00b87e8be8.jpg
https://img2.finalfantasyxiv.com/acc...701afd88a6.png

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this.

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Originally Posted by Nixxe

It didn't happen in the first place. You're getting yourself worked up over a standard customer service survey sent in response to your contacting the GM.

Here are the surveys I've received. Notice how all of them correspond to a GM ticket. They all say "agent" in them as well. It's just the generic term they use for any of their customer support staff.

https://img2.finalfantasyxiv.com/acc...00b87e8be8.jpg
https://img2.finalfantasyxiv.com/acc...701afd88a6.png

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Odd. Should've received way more in that case considering I reported some people here and there long before now...weird how I only received a survey now after all this time. Ah well, at least that answers that.

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Originally Posted by Crystal_Raven

Odd. Should've received way more in that case considering I reported some people here and there long before now...weird how I only received a survey now after all this time. Ah well, at least that answers that.

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I have never, ever, received a survey, let alone a response from a GM just for reporting RMT bots, or reporting cheating (lists of bots). I don't expect them. So I suspect they only do this for reporting actual customer service issues (eg lost items), and account transfers.

Which I'll note that, surveys can get people fired. Always fill them out if you remember who you spoke to, because they are basically asking if the customer service agent solved your problem. If you don't know who you talked to, then just delete the survey. Most customer service agents would rather get no response than a wrong response. More to the point though, this might really be a generic SE customer support satisfaction survey, and they are sent randomly. (When I worked for the auction company, it was roughly 1 in 20 support contacts. When I worked for a different company, it was a lot closer to 1 in 8.)

Don't put too much stock into the actual free-form text fields though. They may get read by the agent, or the agent's supervisor, but unless you say something that suggests the agent themselves behaved poorly, the freeform text is generally ignored. This is because many people use customer service surveys as punching bags against the company. When I worked for the auction site, the surveys were sent out even for emails where we legally could not edit the outgoing response, and customers would ALWAYS write the crudest things in response to that.

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Originally Posted by KisaiTenshi

I have never, ever, received a survey, let alone a response from a GM just for reporting RMT bots, or reporting cheating (lists of bots). I don't expect them. So I suspect they only do this for reporting actual customer service issues (eg lost items), and account transfers.

Which I'll note that, surveys can get people fired. Always fill them out if you remember who you spoke to, because they are basically asking if the customer service agent solved your problem. If you don't know who you talked to, then just delete the survey. Most customer service agents would rather get no response than a wrong response. More to the point though, this might really be a generic SE customer support satisfaction survey, and they are sent randomly. (When I worked for the auction company, it was roughly 1 in 20 support contacts. When I worked for a different company, it was a lot closer to 1 in 8.)

Don't put too much stock into the actual free-form text fields though. They may get read by the agent, or the agent's supervisor, but unless you say something that suggests the agent themselves behaved poorly, the freeform text is generally ignored. This is because many people use customer service surveys as punching bags against the company. When I worked for the auction site, the surveys were sent out even for emails where we legally could not edit the outgoing response, and customers would ALWAYS write the crudest things in response to that.

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Can you stop misleading people? I noticed you tend to go off the deep end and other times go off a tangent, like now. Unless you have statistical proof, do not talk like this.

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Originally Posted by Vstarstruck

Can you stop misleading people? I noticed you tend to go off the deep end and other times go off a tangent, like now. Unless you have statistical proof, do not talk like this.

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Hello, I've worked for multiple companies that send customer service follow-up surveys, and I've seen the results of them. In short, not enough people fill out "the agent was helpful" and too many people use the survey as a punching bag for "this company is the worst company I've ever had the misfortune of dealing with, I hope they go bankrupt" and then rate the agent a zero. The surveys are supposed to be for finding blindspots in customer service, but they largely just get used to fire temporary/probational hires.

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Originally Posted by KisaiTenshi

Hello, I've worked for multiple companies that send customer service follow-up surveys, and I've seen the results of them. In short, not enough people fill out "the agent was helpful" and too many people use the survey as a punching bag for "this company is the worst company I've ever had the misfortune of dealing with, I hope they go bankrupt" and then rate the agent a zero. The surveys are supposed to be for finding blindspots in customer service, but they largely just get used to fire temporary/probational hires.

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and how do you know if that is an outlier or not? I really think you need more proof then personal experience. Also you should of clarified that in your first post about it, not making everything sound like a fact.

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Originally Posted by Vstarstruck

and how do you know if that is an outlier or not? I really think you need more proof then personal experience. Also you should of clarified that in your first post about it, not making everything sound like a fact.

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No I think you just wanted to argue with me over the point I wasn't making making.

Few people respond to customer service surveys, because they are quite literately spam. It's like tipping a server at a restaurant. In fact every fast food place out here has "how was our service?" things on their receipts and they have to beg people with free goodies to fill them out. One local place actually forces the staff to upsell the actual customer service survey address, and you can tell they're so not into it. You are not obligated to fill the things out, but they can mean the difference between keeping a job or getting fired if there aren't enough positive responses every month.

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Originally Posted by Vstarstruck

WTF?
You sometimes get these when you talk to a GM, there is nothing suspicious
agent= GM, come on now.
Plus it takes you to SE's official website??? wth is the issue?


this.

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I thought you left the game a long time ago .....

Anyway, what's with the nasty response to a genuine question? I would be concerned if I got such a survey and never contacted SE CSR team. Instead of being rude, how about not responding at all?

To the OP;

I get occasional surveys as well when I report player names or bots or whatever. I just ignore them/delete them. It's fine if you do so.