[woohoo]

Neat app! So this is specifically trying to measure a customer's satisfaction with your customer service (not their satisfaction with a specific product or the sales process for example)? If you were trying to measure those other things, I wonder how this tool would handle it? And how do you make sure the results are focused on the customer service (rather than the other stuff)? In my experience with measuring customer satisfaction, folks can be very happy with the quality of service they receive but absolutely loathe the product or the process they had to go through to purchase it and then ultimately give you a low score on "Would you recommend this company?"

[projuce]

We are trying to capture a customer's satisfaction within a few key areas an also overall. This is why customers are only surveyed every 3 months. We find this gets a much better idea of how happy they are with the service.

There are other tools for capturing feedback immediately after signup or a support incident, which would help identify signup or sales issues. This is an area we may look into in the future but for the moment the focus is on measuring change in their individual opinion over time. This lets us identity customers that still rate us well, but their opinion has dropped over time. (Or people who are rising advocates etc)