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Paypal blues part II
Dec. 8th, 2008 08:18 amPaypal's automatic feedback collector asks
What could we have done to improve your satisfaction from Neutral to Very Satisfied?
It's a good thing they allowed more than 1000 characters....
Why are you not sure whether or not your issue was resolved?
What could we have done to improve your satisfaction from Neutral to Very Satisfied?
It's a good thing they allowed more than 1000 characters....
Simply answering the question would have helped, instead of assuming an action I wanted taken and providing an overwordy explanation of why this action couldn't be done.
Some mention of the user-interface problem with your feedback form I pointed out as an aside would have been nice.
Rewrite your form letter (possibly using somone who understands how to use and communicate in english, not just speak it and has read a customer-service manual about validating the customers feelings) to sound less condescendingly over-helpful, especially when you're not in fact helping.
Configure your email sending program so that the email actually comes from 'Paypal customer service' or such rather than 'webform'. I almost dismissed it unopened as phishing spam based on that.
You might want to look at doing that for your feedback-soliciting email as well - it shows up as paypal.feeback because that's the address you've chosen with echosurvey but at least 'paypal' is in there. Even the full email address (eg service@intl.paypal.com as in a reciept I received from your service recently) is an improvement.
See also my LJ post on the event http://marsden-online.livejournal.com/545725.html for a bit more on how you could improve your service.
Why are you not sure whether or not your issue was resolved?
While my question was answered (albeit indirectly) and I have taken steps to (hopefully) prevent the issue affecting me again in the future I have no indication that Paypal is taking any steps to improve the 'feature' that caused the issue to prevent other customers inconvenience from the same sort of unexpected subscription termination in the future.
