topic Re: O2 Satisfaction survey (BY TEXT?) in Discussions & Feedback

O2 Satisfaction survey (BY TEXT?)

Cleoriff — Thu, 30 May 2013 16:16:13 GMT

Hi all...Just thought I would check if anyone else has received a satisfaction survey via text from O2? I contacted 202 a couple of days ago..today from a number, 24442, I was surveyed via text regarding my customer experience. Five questions to give a rating 1-5 on my level of satisfaction? I have been with O2 for 10years and never had this before.... (mind you, I was on PAYG until February of this year)

Re: O2 Satisfaction survey (BY TEXT?)

perksie — Thu, 30 May 2013 16:18:13 GMT

Yes, I've had these a few times from O2, usually after a problem of some kind.

Re: O2 Satisfaction survey (BY TEXT?)

Cleoriff — Thu, 30 May 2013 16:21:43 GMT

Thanks Perksie. Though I think they may have text me because a) I got through immediately and b) was sorted within 3 minutes

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Thu, 30 May 2013 17:04:44 GMT

Ive had them as well not everytime though

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Thu, 30 May 2013 19:32:47 GMT

@Cleoriff wrote:
Thanks Perksie. Though I think they may have text me because a) I got through immediately and b) was sorted within 3 minutes

Crikey - that must be some sort of record!!

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Thu, 30 May 2013 22:24:38 GMT

No wonder they sent you the text then if you got through that quickly!!!

5's all round!!

Re: O2 Satisfaction survey (BY TEXT?)

Rycal — Thu, 30 May 2013 22:33:29 GMT

I hope you are all rating 5's

Re: O2 Satisfaction survey (BY TEXT?)

Cleoriff — Fri, 31 May 2013 00:28:34 GMT

I did actually give all 5's...no reason not to really. Speed in which they answered phone and really pleasant guy from CS. As i say all within 3 minutes.

Re: O2 Satisfaction survey (BY TEXT?)

perksie — Fri, 31 May 2013 10:43:02 GMT

When O2 are good they're often outstanding.

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Fri, 31 May 2013 11:00:17 GMT

The texts are sent out randomly. Every advisor at CS gets a good few per month, I usually get around 20 and I'm part time.

It seems it is the easiest way to measure customer satisfaction with advisors and CSI with the company.

The first question is about O2, the next 2 are about the advisor themselves then the final question is if you have any comments.

It is done through a 3rd party company so O2 have no say in which customers get the texts sent.

I like to put song lyrics in my comments to give the advisors and their managers a laugh.

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Fri, 31 May 2013 12:35:11 GMT

So they do actually read them?

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Fri, 31 May 2013 12:41:04 GMT

Absolutely.

O2 read them (usually a keyword flagging system) and so does the advisor, their manager and usually their manager too.

Walk around any of our call centres and there are good comments all over the walls haha

Re: O2 Satisfaction survey (BY TEXT?)

Anonymous — Wed, 18 Mar 2015 15:49:21 GMT

I've just got one.

says: Hi thanks for speaking with O2 on Tuesday. we'll text you shortly for some feedback about your experience. (All texts are free).

sure enough text from 64402 arrives asking for a satisfaction rating and, when I click send says:

Messaging would like to send a message to 64402 - this will cause charges on your mobile account.

of course, I can't reply to the original O2 text, just comes back not sent.

Par for the course, I find , for O2

Re: O2 Satisfaction survey (BY TEXT?)

MI5 — Wed, 18 Mar 2015 17:16:01 GMT

That's just a phone warning because it has detected a shortcode which are also associated with premium rate texts, however, I can confirm that replies to the text survey are actually free.

Re: O2 Satisfaction survey (BY TEXT?)

Toby — Wed, 18 Mar 2015 17:47:32 GMT

Hi @Anonymous ,

As @MI5 says, it should be free, but if you reply to it and are charged, let me know.

Re: O2 Satisfaction survey (BY TEXT?)

Cleoriff — Wed, 18 Mar 2015 18:36:19 GMT

I wondered why I had an email notification about this thread...and then realised I started it....nearly 2 years ago wow. ....How naughty was I? I never gave it a solution...

Re: O2 Satisfaction survey (BY TEXT?)

jonsie — Wed, 18 Mar 2015 18:45:54 GMT

The message you get from O2 tells you that all texts are free.....:smileytongue:

Re: O2 Satisfaction survey (BY TEXT?)

MI5 — Wed, 18 Mar 2015 18:56:30 GMT

@Cleoriff wrote:
How naughty was I? I never gave it a solution...

Josh's first answer is the best one

Re: O2 Satisfaction survey (BY TEXT?)

Cleoriff — Wed, 18 Mar 2015 18:59:01 GMT

Yes but my initial problem...and the one that still exists is this...

You do get that message in your text as shown by jonsie........but as soon as you click on the first question to answer and then try to send....you get a warning that the text will NOT be free....:smileytongue:

Re: O2 Satisfaction survey (BY TEXT?)

Cleoriff — Wed, 18 Mar 2015 19:00:48 GMT

@MI5 wrote:
@Cleoriff wrote:
How naughty was I? I never gave it a solution...
Josh's first answer is the best one

I know...but not seen him for ages.....