Satisfaction survey from SE, why?

[Crystal_Raven]

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.

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.

[KisaiTenshi]

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.

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.

[Vstarstruck]

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.

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.

[KisaiTenshi]

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.

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.

[Vstarstruck]

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.

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.

[KisaiTenshi]

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.

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.