When a ticket is opened with us, whether it's with Customer Support, Tech, or Billing, our team works through the issue, finds what they believe is the right resolution, and marks the ticket Closed-Resolved. From the inside, that looked like a job well done. From your side? Well... the truth is that we actually have no idea if it actually was.
Did the issue actually get resolved the way you needed it to? Did it take longer than it should have? Did the right person own it from start to finish, or did you get bounced between three different inboxes before someone took it seriously? Were you happy with the answer — or did you just give up and move on because the back-and-forth wasn't worth the time anymore?
For too long, we've been guessing. And honestly, "Closed-Resolved" was starting to feel like a status we were giving ourselves, not a status you'd earned for us. And for as long as Partners have been submitting tickets with BF, there has always been a gap in how feedback was collected, and it ultimately gives a poor indication of our team’s performance overall.
In order to close this gap, we’ve built a ticket survey that will be sent via email whenever a ticket has been closed, straight to the Partner who opened it. Here's how it works:
Here is what the survey looks like:
We designed the survey to have a low barrier of entry so that you don’t have to spend a lot of effort and time to engage with us this way. The responses will come directly to me, and as the Director of Operations, it is my responsibility to ensure that all Partner feedback is addressed appropriately. For example, any score of 3 or below will trigger an alert to my inbox the same day, and I'll personally follow up to figure out where we missed.
The goal here isn't to chase a perfect score. The goal is to finally have a real, ongoing pulse on what's working in our support process and what isn't — so we can fix the things that aren't.
A survey is only as useful as the honesty behind it and how constructive it is. If everyone clicks 7 and writes nothing, we've learned nothing. If everyone clicks 1 and writes "you guys are terrible," we've also learned nothing.
What actually helps us get better is specific, honest, constructive feedback — the kind that tells us exactly where the process broke down and what would have made it better, and we’re looking to reward Partners who take the time to give us that kind of feedback.
We're going to be awarding three $100 Amazon gift cards to the three Partners whose written comments give us the clearest, most actionable insight into how to improve between now until the end of July.
Here's what we're looking for in a winning entry:
A 2-star rating with a paragraph that teaches us something will beat a 7-star rating with no comment, every time. Carolyn, Eric, and I will review every written comment submitted during the contest window, and we'll announce the three winners in the next quarterly newsletter.
You don't have to do anything different. Keep submitting tickets to customersupport@, tech@, or billing@businessfacilitating.com the way you always have. The survey will find you when the ticket closes.
When it does — open it. Click a number. Type a few sentences. Tell us where we missed.
We can't fix what we don't hear.