We follow up around 10% of all help desk calls with a quick post call survey with two questions and an opportunity for free form feedback. The responses help inform us about the value of the service provided. The comments can take us into the call and provide insights which can help us thank those here who have gone above and beyond and counsel those who could have done better in a call.
By approaching call quality feedback in a structured way, we are harvesting information with which we can continue to improve the service we offer. We appreciate our customers taking the time to participate in the quick surveys.