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ACSP Suggestion 2013.30: Autopopulate Ticket Number in Customer Satisfaction Survey

Suggestion

Author:
Owen DeLong
Submitted On:
08 November 2013

When providing a customer satisfaction survey link in a ticket, the ticket number should be encoded in the link so that the user does not have to type the ticket number into the survey.

Timeframe: Immediate

Status:
Closed
Updated:
19 November 2013

Tracking Information

ARIN Comment

18 November 2013

Thank you for submitting your suggestion. It has been assigned the Suggestion ID number 2013.30

These customer transaction surveys are designed to gather feedback on a customer's experience and satisfaction with their interactions with ARIN during the course of a request. We do not require a customer to provide a specific ticket number as we understand that some people may wish to remain anonymous. However, we have provided an opportunity for people to provide their ticket number in question #10 if they would like to. This gives staff the opportunity to research and review their request to get a better understanding of what has transpired.

Because we would like survey respondents to have the choice of whether or not to provide anonymous feedback, we have decided not to require a ticket number, and therefore, will not be able to encode the ticket number into the survey link.

Thank you for your interest and participation in the ACSP. This suggestion is now closed.

Author Comment

18 November 2013

I disagree with the decision. It would be very easy to include the ticket number in the link and have the survey provide a "anonymize this feedback" checkbox or button which would remove the information from the form, or, to provide two links to the survey one which says "click here to provide feedback tied to this ticket", and one which says "click here to provide anonymous feedback".