I guess I'm the one who started this email thread although I had no idea when I
asked about others' service experience that I would see so MANY angry responses.
You commented:
"Over the next few months we are planning to put in place some more direct ways
to measure and monitor customer satisfaction. These will include some more
formal feedback channels such as regular surveys, follow-up calls after a
service visit, and some Web-based response mechanisms."
I can't tell you how discouraging it was to read that. It gives me the feeling
that you guys just don't get it. This is NOT a PR problem. It is very evident from
the email responses that this is a REAL problem of too few service technicians.
Loading up the technicians with another responsibility to do follow-up calls will
just make it worse.
Listening to a problem, providing soothing feedback and measuring our satisfaction
or dissatisfaction will not solve the problem when the problem is an instrument
sitting there with the stage motor broken.
Linda
--Linda Wood Ballard Genomics Core Facility Huntsman Cancer Institute 4A 430A School of Medicine University of Utah Salt Lake City, UT 84132
(801) 581-3875 FAX (801) 585-2978