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Author's profile photo Joachim Rees

SAP ONE Support Launchpad – Positive Call Closure survey

Today I had the chance to close an issue in the Incidents Management-App on the SAP ONE Support Launchpad, so I got to take the “Positive Call Closure survey” (as mentioned at SAP ONE Support Launchpad: Incident Management Application )

 

 

Here’s my experience/Feedback:

 

 

1. Although I set my language to EN (and everything is English on the Launchpad), the survey is in German.

(That’s probably because the language of the Incident is DE, so that’s OK I guess.. it still looks strange and as far as I could tell, I have no chance of changing it in the survey).

 

 

2. The best mark I can give (10 points) is by moving the lever to the very right – however, the worst feedback (1 point – not 0!) I can give, is not moving the lever to the very left (that’s “No Answer”), it’s moving it 1 place to the right.

 

 

3. I’m asked for the initial reaction time, maybe that could be defined a bit better – in my case, I got an initial reaction after ~ 1 day – however, that was just a question if it was OK if the issue was processed in English; the first time someone actualy took on my problem was days later (so I rated that time).

 

 

4. Is asking for feedback (only) when a issue is closed the right time? Wouldn’t you get better (as in: learn if something goes the wrong way) feedback if you implement a kind of “in-between” survey? Something like: “The issue is open for X days allready with y days no reaction from SAP – let’s ask the customer now, how he feels about that”?

 

 

In general, I think it’s a nice and easy to use feature!

 

 

Best

Joachim

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      Author's profile photo Jamie Cantrell
      Jamie Cantrell

      Hi Joachim,

      I really like your idea re: the mid-incident survey.  We're always looking for ways to gather more information about how our customers are feeling about their support experience.  I'll pass your ideas along.  Thanks!

      Jamie

      Author's profile photo Joachim Rees
      Joachim Rees
      Blog Post Author

      Thanks Jamie!

      Have you gotten any feedback on that idea already?

      best

      Joachim