Quadrangle survey feedback

[Anonymous]

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.

[Anonymous]

@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 

[MI5]

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

[Curr946]

I would agree with that @MI5

[Cleoriff]

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.

[Anonymous]

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

[Anonymous]

@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.

[Anonymous]

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

[MI5]

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

[Cleoriff]

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@Anonymous wrote:

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

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@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.