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Would you like to take part in a customer satisfaction survey?

  • Thread starter Thread starter peeonme
  • Start date Start date
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peeonme

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Would you like to take part in a customer satisfaction survey?

Monday I received a bill from my health insurance company, it was a double bill stating that I had never made a payment in January for the month of February.
I checked my account on line and I had paid on the 25th of January, I called them and they said that they had no record of it but would "look into it"

Tuesday morning I remembered that I had been given a confirmation number when I made the payment and wrote it on the bill and filed it with my health care info. So, I called them and told them of the conf. number and gave it to them, I was told I would have to print out bank statements showing the transaction and fax it to them.

The current statement was not yet on my bank web site, so I had to go to the bank to get it printed, then I went to fax the info using the number that they had given me. Well, it was not a fax number so I called them again, they said that they didn't have a fax number and asked if I had.... a confirmation number.

When I gave it to them, it showed that I had called and paid, but they didn't know where they had sent the money as it had not been credited to my account. The woman apologized
and assured me that they would have it cleared up within 5 business days and told me not to worry about it.

Then asked if I would take part in a customer satisfaction survey.
I told her no, as I was concerned about using obscenities.

Would you have taken their survey?
 
I love doing surveys and polls.


I probably drive Regal Cinemas nuts with all of the kudos and bitching I do.
 
peeonme said:
Then asked if I would take part in a customer satisfaction survey.
I told her no, as I was concerned about using obscenities.

Would you have taken their survey?
Click to expand...

Hell, yes!
I have several times vented my anger with a company ina customer survey. I do try and moderate my language or use copious asterixs!
 
I tend to take part in them, only when said company has succeeded in really pissing me off. A good way to vent....:D
 
I refuse to do polls.

Btw -- I also experienced a horrendous insurance situation. Did my 6 month cleaning at the dentist last December. They called me a week or so later stating that they had received a letter from Humana which told them that I had missed 3 premium payments and the policy had been cancelled. The lady at the dentist's office said that she has never received a letter like so specific like that before -- usually it's just a denial.

The weird part is, I pay online -- and had made all of my payments.

I call the insurance company -- and they agree that all payments were received and say -- the claim is in process and will be paid just like normal. :confused:

And -- it was.

Of course my dentist now thinks that I'm a low-life... :lol:
 
I only fill in customer (dis)satisfaction surveys if they include an option to tell them what I really think of their service in my own words. I tend not to use obscenities, but sometimes it is necessary to emphasise how dissatisfied I am with the the appalling service. If it is just a box ticking one I rarely bother except to rate them the lowest scores possible for evertyhing.
 
I would except I highly doubt many corporations would care, especially the huge insurance companies.
 
I do the surveys - both good and bad.

But I really try and rate the person on the phone on what they TRIED to do - not if they failed because the corporate system would not let them do what was right.
 
No, I don't believe they really mean anything. They mainly want you to kiss their ass.

I could write an essay on how awful the internet company Frontier is right now. I have never dealt with such bad customer service where 90% of the people couldn't do their jobs there.
 
jjonn3 said:
I do the surveys - both good and bad.

But I really try and rate the person on the phone on what they TRIED to do - not if they failed because the corporate system would not let them do what was right.
Click to expand...

This is a very good point, the last person I dealt with seemed to care and actually looked up the conf. number. She asked me about the survey and I didn't want to give her any negative grades.
 
peeonme said:
Would you have taken their survey?
Click to expand...

Yes, but I'm not as concerned about obscenities as you are. I don't usually 'em when doing reviews, though, there's plenty of synonyms that're more thorough that stay within the time limit. I do tend to curse as an expression of exasperation, however, and that I need to keep an eye out for.
 
I tend to do surveys only if I have something nice to say.
 
I would have taken the survey and made sure to expound on the incompetence of the company, the stupidity of the system, and the ridiculousness of the scam that is health insurance to begin with. I would refrain from using obscenity throughout the process until the very end, once the survey was completed. I would ask if they had received the shit properly as I wouldn't want my responses to be misplaced as my payment had. Or, if I just wasn't in the mood to waste my time I'd just say no, that I was sure they'd misplace my responses. As careless as they were with money, how could they be expected to do better with data..... which begs the question, how secure is your personal and medical information with them? If they can't even keep track of monies received are they going to put any better effort into securing anything else?
 
I would have taken the survey and given them failing marks. Then explain in detail the run-around they gave you because of their inept bookkeeping skills.
 
jjonn3 said:
But I really try and rate the person on the phone on what they TRIED to do - not if they failed because the corporate system would not let them do what was right.
Click to expand...

I agree that good effort is just as important as a good result
 
How much does good effort of one person counter majorly poor effort on the part of the rest of the company? Overall the issue describe was of very poor quality service. We're talking at best loss of moneys delivered, at worst blatant misappropriation. There was also the poor service of expecting the customer to prove that payment was made, beyond use of the confirmation # (the purpose of which is to confirm that payment was made! ). Then there was the giving of false information, a phone # that was said to be a fax line? This all leads up to concern that private personal, medical AND financial data is nowhere near as secure as is minimally required by law. The mere verbal assurance of one individual that the situation will be corrected in no way comes close to correcting that which led up to said assurance.
 
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