As a retail consumer myself, I often get periodic surveys in my inbox asking me to rate the service which I was given. I usually find myself trashing those pretty quickly, unless the service was so terrible that I needed to call it out. Working with IBM Support, you too may find yourself getting periodic emails asking you to rate you most recent experience with IBM Support - everything from the L2 Support rep's skills and responsiveness, to product quality, to ease of opening your PMR. I encourage you to not trash these emails, whether you have good or bad feedback to provide. I personally read each and every survey result that comes in for WebSphere Commerce, and ensure action is taken on each and every one where necessary. In fact, for every less than Satisfied survey, myself or one of my senior leads will contact you (assuming you allow it) to do a follow up to better understand how we could have improved our Support for you.
You'll find the survey itself is broken down into various sections, and if I had one ask on the survey, it would be that you provide answers specific to each section rather than 'one size fits all' type of approach. If you are happy with the Support analyst, but not happy with the product, or ability to open a PMR in general, say so. The other ask would be to look up the specific PMR in your email or SR history when you get the survey. It is quite possible you may have recently closed two different PMRs with two different analysts, leading to two very different experiences. Ensure that you are providing your feedback for the correct PMR. That is not to say if the luck-of-the-draw has it that you get surveyed for the 'good' experience when you really want to speak to the 'poor' one, that you shouldn't. Just ensure you cover the questions in the correct context. Using the "Overall" question of "Considering all aspects of this service/support request, how would you rate your overall satisfaction? " is a good one to share broader experiences with Support or the product beyond the particular issue which we are inquiring about, with a particular L2 analyst.
Remote Support - 8 questions
Ease of Opening - 5 questions
Quality - 2 questions
Loyalty - 1 question
General - 9 questions
The section specific to Support, is of course the 8 questions under 'Remote Support' section. These questions vary from our responsiveness, technical skill, communication, keeping you in the loop, and the effectiveness of our solution. This is your opportunity to help us understand your experience with the L2 analyst and each of these attributes. If we get feedback stating our responsiveness was poor, and see a trend, we know what we need to improve - either our frequency of reply, or setting better expectations as to when we can and will reply. To properly evaluate the Support you are receiving, it is important to have the right expectation of Support to begin with. For this, you can review the IBM Software Support Handbook. For example, if we mention we cannot debug your custom code this should not come as a surprise. But that said, your evaluation should be in line with Support's ability to help your diagnose and isolate the issue based on the out-of-the box code or flows that may be involved within your custom flow.
As mentioned, we read each and every survey, and take action on any necessary. If your survey reflected problems with entitlement, the Service Request tooling, IBM Help Desk (ie. 1-800-IBM-SERV for US), the Ease of Opening section should tell us this. For these, if the issue was not addressed as part of the PMR itself, we will have our Client Care team inside our organization to reach out to you direct to help understand and address these issues long term.
If issues are reflected from your feedback under Product Quality, we will engage the Product Development team in our conversations with you to understand how we could improve things in the future. One thing to keep in mind here is to ensure you are using the right channel for your voice to be heard. You should familiarize yourself with the Request For Enhancement process on IBM developerWorks. IBM Support provide defect support, but we (with collaboration from Product Development) may conclude something is a limitation, working-as-designed, or would require customization. This is where you really should differentiate your evaluation of 'Remote Support' (ie. the Support processes and the Support analyst who you worked with on the PMR) versus Product Quality or Overall. You may be happy with the Support rep, but not at all happy with the response given stating that your requirement is currently a limitation. In these cases, consider if Support provided explanations to the limitation, provided you the RFE link to get your future enhancement in the discussion for our pipeline, and either provided viable alternatives or explained why there are not. This should be the responsibility of Support (as opposed to just concluding its a limitation/not-supported and leaving you high and dry). Try to differentiate between the various criteria (Remote Support, Quality, Ease of Opening, etc) so we can properly classify, and learn from, each survey result we receive.
For all questions, I cannot stress enough how helpful it is if you put comments in the written sections regardless of Very Satisfied all the way down to Very Dissatisfied - for any question. We read them, provide feedback direct to the owning Support analyst, do trend analysis, share best practices with our broader team globally, and collaborate with other Support organizations on the same. The more details we have on what we do well, and what we could improve on, will go a long way to providing the best Support we can.
Another important note to remember is that you will only receive an opportunity to fill in a survey for a small handful of the PMRs you close. The survey should not be your only channel to provide feedback. Many L2 engineers reference their managers email address in the footer of every email, or every PMR closure email, whether it be my own or a colleagues. If at any point in the PMR lifecycle you wish to provide feedback on the engineer, for good or for bad, this feedback is always appreciated. It helps us understand what we can do better, and also helps us understand which efforts and approaches are appreciated.
Finally, do not wait for the survey to come to express your dissatisfaction. Only a small percentage of PMRs will receive a survey, and if you receive one, you will not for a decent period of time afterwards. If you need to express frustration on Support, the product, or ability to open PMRs, share it during the life of the PMR itself, so we can ensure it is addressed. Many L2 analysts have their manager's email in their signature as well, so you can always reach out via that channel to draw attention to your needs, or provide kudos to the engineer who has provided you excellent service.
IBM Support really do strive for the highest level of customer Service and Support - we really do want to ensure you are VERY SATISFIED on each and every survey, not to mention each and every PMR. Filling in the survey, and doing so accurately will go a long way to improving your own experience with IBM, as well as that of others. Taking time to share your great experiences with IBM also helps us value and reenforce the practices that go a long way to drive very happy customers and a very strong partnership with IBM and our clients or partners.