topic Re: Quadrangle survey feedback in Discussions & Feedback

Quadrangle survey feedback

Anonymous — Tue, 28 Feb 2017 16:42:10 GMT

Your agents Quadrangle asked me as an O2 customer to fill in a survey and I agreed.

Then you asked me who my main provider is and I said 3.

So you terminated the survey.

This time last year I had several O2 phones on various contracts and tariffs. I now only have one. I would have happily told you why this has changed and expected the survey would allow me to give O2 some useful feedback.

Instead you passed on the opportunity. This feels like another reason to pull my last O2 phone.

Quadrangle survey feedback

Anonymous — Tue, 28 Feb 2017 16:42:25 GMT

@Anonymous This is not o2 customer service you are speaking to. We are all customers like you. Sounds like it's one of O2's trusted partners

Re: Quadrangle survey feedback

MI5 — Tue, 28 Feb 2017 18:31:41 GMT

Maybe the survey was geared towards using o2 network and when you indicated you didn't it was pointless continuing?

Re: Quadrangle survey feedback

Curr946 — Tue, 28 Feb 2017 19:48:47 GMT

I would agree with that @MI5

Re: Quadrangle survey feedback

Cleoriff — Tue, 28 Feb 2017 22:23:09 GMT

It just sounds as if the people O2 employ to undertake the survey just hadn't had updated information.

Any survey is automated so a No would result in it being terminated.

Re: Quadrangle survey feedback

Anonymous — Wed, 01 Mar 2017 07:55:45 GMT

@Anonymous. Yes. I'm sorry about the headline (now edited). My frustration was directed at O2 and I meant no offence to the community.

Re: Quadrangle survey feedback

Anonymous — Wed, 01 Mar 2017 08:00:02 GMT

@MI5 @Curr946 But I am an O2 customer. Previously 12 phones/accounts, now down to just one. I would have gladly explained the reasons for this, given most modern comms companies make it quite hard to contact them. I'm a service provider myself and I find the information I get from former customers or people who choose other providers very useful and valuable.

Re: Quadrangle survey feedback

Anonymous — Wed, 01 Mar 2017 08:03:23 GMT

@CleoriffI am still a customer. The question asked for MAIN provider. The whole performance seems very amateurish.

Re: Quadrangle survey feedback

MI5 — Wed, 01 Mar 2017 08:11:10 GMT

Poorly written from that perspective I'd agree but we have no knowledge of what questions would follow.

Re: Quadrangle survey feedback

Cleoriff — Wed, 01 Mar 2017 08:26:55 GMT

@Anonymous wrote:
@CleoriffI am still a customer. The question asked for MAIN provider. The whole performance seems very amateurish.

@Anonymous I agree. The questions asked in the survey need review. I have designed surveys in the past. You need to be very clear about questions that could be interpreted in more than one way...or give options for people to 'tick more than one box' if they have more than one answer ...ie device/ network/supermarket etc etc etc

A survey should be designed to collate as much relevant info as possible. For instance, as you use more than one network any survey should have continued by asking the benefits of each network ...(not kick you off if 'it doesn't like the answer'. I understand how frustrated you must be.

Re: Quadrangle survey feedback

Anonymous — Wed, 01 Mar 2017 08:44:11 GMT

@Cleoriff @MI5 Phew! We all seem to have come through that unscathed. I didn't want to upset anybody. I have spent a lot of money with O2 over the years and, to be honest, it was really hard to take most of my business elsewhere. Having said that I have been impressed by my new provider. But I like O2 and the survey looked like it would give me the chance to provide the feedback I wasn't able to give when considering my options.

Thanks for your interactions. Just having somebody check my thinking and typing my responses has been cathartic. If anybody at O2 does want to hear about my experiences with them, I'm ready to share!

Re: Quadrangle survey feedback

MI5 — Wed, 01 Mar 2017 09:07:24 GMT

You can post a thread on here if you wish.
Community admin will feedback stuff like that to O2 anyway, so it will get through to them.