Stupid email from 2dregrees

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Stupid email from 2dregrees

sir1963

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#310789 22-Nov-2023 08:58

2Degrees has conflated 2 seperate issues.

1. I was actually very happy with the service I got

BUT

2. I do not tout products for anyone to friends and family, and I get highly annoyed when people try and do it to me (eg Amway).

So would I recommend 2degrees to anyone, for anything, no.

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#3162336 22-Nov-2023 09:01

Put 0 then and move on?

sir1963

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#3162338 22-Nov-2023 09:09

Goosey:

Put 0 then and move on?

But is that 0 then used as a reflection on the customer support person ?
Do they deserve to get a black mark against them for 2degrees's extremely poorly designed survey ?

kiwi_64

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#3162341 22-Nov-2023 09:19

hmm, to be fair, I'm not sure that I agree that this is "a stupid email".

NPS (Net Promoter Score) is a fairly well established KPI a company will use to measure its relative performance.

They're not asking you to stand on a street with a sandwich board advertising their company, but to give a view of your satisfaction. (I think you indicated that they did a good job).

Rather than consider your likelihood to 'preach to the community' about their merits (or otherwise), think about what you would do if (say) "Uncle Bruce" came over from Aus, and said he needed (say) a local SIM, and asked for you to recommend a provider.

2 secs of your time to provide a response is reasonable IMHO, but entirely personal

freitasm

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#3162345 22-Nov-2023 09:37

They are not asking you to promote it actively. You are not getting a referral fee or forced to buy products to sell to other people. They are asking you if you would recommend the service to someone during a casual conversation:

Friend: "I am looking at changing ISPs. I am fed up with [ISP name]. What would you recommend?

The other friend: "I don't know man. I am not great at this. Why do you want to change? I am using 2degrees and I rate it. But I'd recommend you go to Geekzone and ask around their 2degrees forum if people are happy with their services."

See? Nothing evil there.

Edit: adding a photo representing one of the characters in this conversation:

outdoorsnz

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#3162351 22-Nov-2023 10:35

freitasm:

Edit: adding a photo representing one of the characters in this conversation:

That dude looks just like the tossers being dicks on the beach this morning. One guy was even hanging off the back of a nissan pathfinder doing donuts. Motor bike blasting about and no helmet!

DICKS!!!

freitasm

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#3162352 22-Nov-2023 10:41

I gather you didn't watch Office Space then? But that's a bit off-topic.

networkn

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#3162353 22-Nov-2023 10:43

As has been indicated, I think it's really asking, if someone asked you if you thought 2D were doing a good job, would you say yes or no.

For CSAT, we would usually weed out the extremes if there were a few of them, or review them individually and then potentially disregard them if they weren't appropriate.

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outdoorsnz

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#3162354 22-Nov-2023 10:52

freitasm:

I gather you didn't watch Office Space then? But that's a bit off-topic.

Many times! Sorry was a bit ;-)

jim69

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#3162370 22-Nov-2023 11:39

I think I can do better than OP.

I have spent the last little while crouched small in a corner trying to make myself as inconspicuous as possible, dreading the day when my broadband account was migrated to the new system, given the many reports of bad experiences. Last week I finally got the dreaded email from 2degrees "Changes to your broadband account". I opened it, read it, it didn't demand any action from me, my internet was working fine, so I closed it and went back into my corner. One day I'll have to look into the new app and new account logins but now is not yet that day.

And then yesterday another email arrived, this time from Chorus of all places.

"You recently made changes to your fibre broadband connection at your home.

Chorus worked closely with your broadband service provider to make the changes you have asked for your connection

We'd appreciate a few minutes of your time to complete a quick survey about your fibre connection experience with us. It should take about 8-10 minutes to complete the survey"

I would love to say they apparently did a fantastic job given that whatever they did I never even noticed, but I asked for nothing, I have nothing to rate, nothing to spend 10 minutes of my time over, thank you very much!

boosacnoodle

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#3162376 22-Nov-2023 12:10

OP's next post. "The service was terrible, how do I give them feedback?"

sir1963

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#3162392 22-Nov-2023 13:19

boosacnoodle:

OP's next post. "The service was terrible, how do I give them feedback?"

100% Wrong.

Again, I seperate the 2 issues

Was the service agent good
Was 2 degrees good.

A great service agent locked in by poor businesses policies is not a reflection on the agent, but the company.
An unhelpful service agent doing a bad job is not a reflection on the company.

If I was just lazy and put in "0" , does it tell anyone where the issue lies so they can work to improve it ? No.
Want feed back and get rated, seperate out the issues so I can rate each one, then you have useful information.

If useful information is not the goal, why ask anything ?

quickymart

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#3162443 22-Nov-2023 15:23

freitasm:

I gather you didn't watch Office Space then? But that's a bit off-topic.

Fantastic, therapeutic movie.

Behodar

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#3162444 22-Nov-2023 15:26

At least it renders nicely, unlike a certain company who apparently never tested on a phone...

Tinkerisk

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#3162549 22-Nov-2023 17:57

You really do have luxury problems. 😉

They just want to know whether they were so good/bad (overall) that you would recommend/not recommend them to a trusted person.

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lxsw20

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#3162553 22-Nov-2023 18:06

Vibes

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