Re: Another look at Informix Support

Another interesting thing that I saw regarding support feedback was demonstrated recently at a client site with an RS/6000. A VAR Tech was out there doing some work on the system, but he had a question. He called the IBM VAR support (something like that), and asked his question. IBM had an answer for him, and needed to fax some materials. When the fax arrived with the information, there was a fax survey that could be filled out and faxed back. The survey was the basic "Please rate our service" with various categories rating the how well the person responded, the rating of the informations, etc. What I liked about it was that it was pretty simple for IBM to do that, they have a maybe a couple of people to read them when they get faxed back, and it was automatic. Something like that can take a lot less time than recording all of the calls, and gives a general feedback to the support about how they are perceived. They can then go back and check the recordings if they want to compare what a person said and how they responded to a fax. Will (uunet!la4gen!villy)