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ID109 - Should we only survey every 90 days

Rather than asking your customer to respond to a survey request the email for 109 is designed to be a "checking to see if we fixed it" request. Get your team used to referring to this email as a "Confirmation that the equipment is working okay" rather than a survey request with the option to respond if something warranty it but just delete if everything is okay.

Phrased this way we have customers who are happy to receive an email multiple times per day, see here for an auto responder we suggest for those that want to opt out.

 

Try to have the survey language reinforce this, the current language we suggest to achieve this is;

 

Hi Heidi,

 

Our technician, John Doe,  repaired Equipment ID  11650 (your Lanier G618) recently.

 

We show this call as complete with no open items. We would like to confirm that the equipment is working to your satisfaction. If not, please reply to this message, and someone will respond within the day to go over your concerns. Your feedback is always appreciated. Your input helps us improve our processes and the level of service you receive.
 
To provide feedback, please take a moment and click on the link below with any comments/suggestions. You may also use this same link if you no longer wish to receive these follow up emails.
 
Please note:
Although you will receive a notification for each completed service call, it is NOT expected for you to send comments / ratings every time. This is a tool for you to notify us when we are doing something noteworthy (good or bad).
 
Thank you for your business. It is most appreciated.

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