Answered question

Official Customer Service Survey - Do you want to give feedback on your experience?

Fizz has been sending out a customer service satisfaction survey to some users on Facebook Messager.
If you would also like to give your constructive feedback here is the link to participate: http://dmel.io/s/zks/cdke0a7mlhk1ze5s1i

Enjoy! :)

Emre
Emre

Emre

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2872 / 5000
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Emre
Emre

Emre

User level
Level
3
2872 / 5000
points

@Kenny L. you don't need a Facebook account to complete the survey just click the link :)

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I feel bad for their support people. There are not enough of them. They are not trained to do anything other than generate canned responses that anyone with any trouble shooting ability has already done themselves. Then they can only generate a ticket for the already overwhelmed technical staff. The problem isn't the support people or technical staff, the problem lies in whoever made the decisions regarding how many of each were needed, and the timing to move from invitation only beta, to open beta, and now to launch, when their problems were not solved and they did not have enough staff to handle the volume of problems ranging from simple user error to major network problems.

Emre
Emre

Emre

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2872 / 5000
points

That is the perfect example of the type of constructive feedback that should be shared with them via this survey. Hopefully, all the comments reach someone who will have the power to provide training to staff and hire additional qualified staff.

I did give similar feedback when I got a survey like this after communicating with the front line support for my inability to receive texts or phone calls while on the Fizz network (bizarrely, they worked fine on Fizz EXT, so I'd force switch over once in a while to pick up my incoming texts). The front line person lead me through a bunch of troubleshooting I'd already done (which is to be expected) before finally creating a ticket. A few days later and the problem was solved on their end. But this was during beta, before it was fully opened, and when they were less overwhelmed (you could find the chat bubble most of the time).

MoYe
MoYe

MoYe

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Thanks Emre Y

MP
MP

MP

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2
1739 / 2000
points

I filled in the Survey, similar response in requirement of additional training, unclear directions/insufficient info. from Fizz. Rolled out too fast with too many outstanding problems.

Anne
Anne

Anne

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4
5000 / 5000
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Fizz should conduct a new survey and see if it improved a little bit.

@Emre Y.
The link you provided in your question is the same survey you get to answer every time, at the end of chat session.

If you got an e-mail for this, just mean they flagged your account because you didn't filled it in at that time.

Chizz :))

Edited answer to work around public review.
@Emre Y.
The link you provided in your question is the same survey you get to answer every time, at the end of chat session.

If you got an e-mail for this, just mean they flagged your account because you didn't filled it in at that time.

Chizz :))