[members-discuss] Opt-out from "How did we do ?" survey after a support request at RIPE NCC

Dear Clement,

Thanks for the mail on this, and sorry not to reply sooner. We will work 
to incorporate an opt-out on the survey emails. At the moment, we stop 
the survey going to any email address that has received it in the 
previous 30 days, but an opt-out would clearly be appreciated by some 
members. And if you want to be added to a permanent blocklist, please 
contact ncc at ripe.net and let us know the email addresses you would like 
to be added.

We started these surveys last year and they are proving to be hugely 
beneficial for us and for members (even if it's not always so 
noticeable). We measure customer effort, i.e. how difficult it was for a 
member to get their work done with us. This really helps us to fine tune 
our processes and make sure issues get addressed at an early stage. We 
identify ways to make things easier and this benefits all members. And 
if things go wrong with a ticket, we are able to hear quickly and work 
with the member to fix things. The intended result is that things work 
better for everyone.

We also have an NPS question that allows us to benchmark ourselves 
against others in our industry, and against our own previous scores.

As for a different method, we will be launching the RIPE NCC Survey 2023 
at the RIPE 86 Meeting this May. With one-off surveys like this we can 
dive into topics in greater depth and explore more complex matters that 
concern the members. The 2019 edition received over 4,000 responses that 
really helped us to understand the issues facing our members and what we 
could do to help them. You can see a pretty long list of actions we took 
that addressed key findings from the survey:
https://www.ripe.net/participate/member-support/surveys/ripe-ncc-survey-2019/key-findings-and-proposed-actions

We also carry out surveys where we want people with more interest in a 
specific service to give their input. For example, we have started work 
to redesign www.ripe.net, and we are asking for direction from people 
who actively use the website:
https://forum.ripe.net/t/ripe-net-redesign-survey/389

And we regularly announce our plans for the upcoming quarter and ask 
people if they have feedback on those plans that can help our teams with 
their work:
https://www.ripe.net/support/documentation/quarterly-planning

In short, we are working a number of fronts to improve what we're doing 
based on direct input from members. We also need your guidance on 
important topics than can have impact on everyone. The current charging 
scheme consultation is a good example of this.

I realise this is a longer answer than needed, but I also think it's 
important that members understand how and why we are doing this. And we 
will keep in mind that asking for input too often can also be annoying.

Kind regards,

Fergal Cunningham
Head of Membership Engagement
RIPE NCC


On 28/03/2023 11:39, Clement Cavadore wrote:
> Dear RIPE NCC,
> 
> I would like to see you implement an opt out regarding the survey email
> after each NCC ticket closure.
> 
> I think I am not the only one to be tired having to rate basically
> *ANY* customer service interaction I have to deal with: That kind of
> survey is, in my humble opinion, a poor way to give metrics to customer
> support's staff management, and even worse: You tend not to answer when
> the reply could be "it's fine, thanks", and to answer (and give bad
> feedback) when it was bad.
> 
> Could you find any alternate methods (such as maybe an optionnal
> satisfaction survey prior each GM, for example) rather than this kind
> of survey ?
> 
> Thanks !
>