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@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... 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 !