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We send satisfation surveys after support interactions, and consistently over the past year, 8+ out of 10 businesses have rated their interactions highly. But

We send satisfation surveys after support interactions, and consistently over the past year, 8+ out of 10 businesses have rated their interactions highly. But it does sound like we did drop the ball with you, and I'd like to figure out what happened if you could forward me an example at edwin@stripe.com.

d13 5y ago
In a game of Russian Roulette, 5 out of 6 outcomes are also 100% satisfactory, but those are not the ones that matter.
musiciangames 5y ago
Maybe off topic, but what % of surveys are answered? We get survey requests from our main vendor. Generally the experience is not great, which I consider is systemic to the company. So replying negatively to a survey seems like it will bring down blame on the engineer who handled the case. When an engineer does a great job, it feels like I should fill out a positive survey. But then I'd expect the vendor would feel '8+ out of 10 businesses have rated their interactions highly'. So I never reply to the surveys. I do try and provide constructive suggestions on our regular calls with our vendor.