Vonage's Customer Service Survey

Posts: 34 · Vonage Forum Junior Joined: May 27, 2007 Posts: 34

Everytime a Vonage Tech resolves your problem, their system will send you a survey about the call. No prob. I answer this survey believing that somehow my inputs will help make a better tech support group. I always make it a point to be honest.

One day i had a problem with the dialtone. On my first call, the prob was not resolved after 30 minutes so the tech guy escalated my call to Level2. On my way to level2, the call got dropped (dunno what happened) so i called again. I was a bit frustrated already. The tech who answered my call could not understand me or I could not understand him. I ended up disconnecting the call just to keep my sanity intact. So I called for the third time. Thank God the agent was good in English even if she was from Philippines. She was able to determine what caused the prob and it was resolved in less than 15 minutes.

I was reminded of the survey. She told me that the survey will be specific to that call only and not about the other calls I made. I told the agent that I'll give her a good feedback.

Then came the second reminder. She asked (politely) to take the call as my first call. Told her that it was my third call. Well she asked me again to take the call as my first call on the issue. I aske her why. She said that part of her 'grade' is based on the question as to how many times the customer called before the issue was resolved. If i will take the call as my first call, she'll have better grades.

What the F***!!!

I liked her and will give her good feedback because she was able to resolve my concern. But why would Vonage take it against her that I have called three times already? I simply cannot see the point. It difinitely was not her fault that the other techs were not able to resolve my issue.

I thought that vonage was using the info about this particular question (how many times did you call before the issue was resolved? ) to track how effective their tech support is.

I do not agree that the agent who resolved my issue would suffer.

Someone should tell vonage about this!

Posts: 414 · Posted: Sun Jun 10, 2007 6:15 am Post subject:

The customer satisfaction surveys at Vonage are only tied to the last tech you spoke with. Anything you put on the survey goes against them, even if they were the 10th person you spoke with. It's pretty stupid but that is the way it currently is. That is why the form specifically says to rate only the last person you talked to.

Posts: 63 · Full Forum Member Joined: Jun 07, 2007 Posts: 63

well that's how it works to them..most of the level one tech support are from 3rd world countries and the higher levels are from the home base, Holmdel..well Filipinos are good..i really like how they answer the calls..even though customers are really pissed..at least when i answer those survey im honest to it..so that the management will know whats going on..

Posts: 18 · Vonage Forum Associate Joined: Jan 03, 2007 Posts: 18

kumakuma wrote:

well that's how it works to them..most of the level one tech support are from 3rd world countries and the higher levels are from the home base, Holmdel..well Filipinos are good..i really like how they answer the calls..even though customers are really pissed..at least when i answer those survey im honest to it..so that the management will know whats going on..

believe it or not the surveys are looked at.

Especially if the tech you spoke with is from an outsourcer.
And yes the survey is attached to the name of the last tech you spoke with. If it was a guy and you put in your comments " i could not understand her" it still gets counted against the male tech.

And there are more techs than you think there are here in the US that are not in Holmdel.

Posts: 17 · Vonage Forum Associate Joined: Aug 12, 2005 Posts: 17

xcrunxc wrote:

The customer satisfaction surveys at Vonage are only tied to the last tech you spoke with. Anything you put on the survey goes against them, even if they were the 10th person you spoke with. It's pretty stupid but that is the way it currently is. That is why the form specifically says to rate only the last person you talked to.

That's nuts. Unless you give up and abandon Vonage altogether, the last person you speak with is the one who fixes your problem. Thus you're likely to give them a good "grade." All the idiots you had to suffer through before contacting this person are given a pass. This is going to skew the survey results rather dramatically. One can only hope that having no surveys to your name indicates that you're not solving any problems!

Posts: 208 · Posted: Tue Jun 19, 2007 10:58 am Post subject:

The funny thing about this is:

If it starts at a Vendor, and ends in the Corporate office, your rating goes to the Vendor that initially handled the call.

So, let's take that to mean you're talking to someone in the Philippines, get transfered, and end up speaking to Level 2 in the US Corporate Center. They fix your problem in 2 minutes.

The "line of business" the report is tied to is the vendor in the Philippines, so you won't get a "good grade" for US.

This is why the "US center" got scored ridiculously low compared to the vendors, which is laughable at best.

May I add an additional line or a Virtual Number to your account today?

Posts: 34 · Vonage Forum Junior Joined: May 27, 2007 Posts: 34

noct wrote:

The funny thing about this is:

If it starts at a Vendor, and ends in the Corporate office, your rating goes to the Vendor that initially handled the call.

So, let's take that to mean you're talking to someone in the Philippines, get transfered, and end up speaking to Level 2 in the US Corporate Center. They fix your problem in 2 minutes.

The "line of business" the report is tied to is the vendor in the Philippines, so you won't get a "good grade" for US.

This is why the "US center" got scored ridiculously low compared to the vendors, which is laughable at best.

May I add an additional line or a Virtual Number to your account today?

I'm sorry but i was told differently. The agent/representative who changes the status of your case to "RESOLVED" wil get the survey. If you called vonage 5 times and with 5 agents, the last agent who resolved the issue will get the survey.