Re: online feedback methods

Subject: Re: online feedback methods
From: Peter Neilson <neilson -at- alltel -dot- net>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 11 Apr 2006 01:00:03 -0400

Usually someone has the idea to make a "scientific" study of
customer feedback. It's very difficult to catagorize the actual
comments into something that's valid. A very common substitute
is to imagine what the customer might want to say, and restrict
his comments into only those responses. Thus the complaint
about the lack of good human-factors analysis in the design of
the product is subtly transmogrified into a rating of 1.9 for
Ease Of Use, 3.7 for Ease of Finding Help, and 4.9 (out of a
possible 5.0) for Color Scheme. Has numbers, must be scientific!

Sandy Harris wrote:

Stacia Marlett <smarlett -at- digitalriver -dot- com> wrote:

We're going to revamp our feedback system for our online help. Currently
we assign a URL to a button at the bottom of each help topic. Clicking
the button opens a new window with a bunch of questions and a Submit
button. Then someone else in our group puts the feedback in a
spreadsheet. We've gotten very little feedback over the course of a year
with our online help system.

This pushes one of my buttons. I passionately hate those online forms,
especially the ones you see under "Contact us" on various corporate
web pages. Why can't you just provide an email address so I can send
feedback using my own client and have normal records of it?

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online feedback methods: From: Stacia Marlett
Re: online feedback methods: From: Sandy Harris

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