If you've contacted us by email or using our 'HELP' plugin you have probably noticed an automated email which came in a few days after. We sent out these emails to gather feedback on issue or question you have contacted us about.
Why do we request feedback after solved support queries?
When you contact our support team you probably have a quite specific question or topic you require help with, we would like to find out how we can improve based on those specific topics. At the moment our feedback request arrives the topic is probably still fresh in your mind, the ideal time to ask for feedback.
We ask for the NPS rating (0-10) and any feedback you might have for us.
Want to tell us we are doing a great job, or that we should improve on something? Please do! Our Customer Success team reads every reply sent through the query NPS survey, and will contact you if we require more information.
Frequently Asked Questions
I would like to provide feedback but I have not received a survey, what can I do?
- You are welcome to contact support at any time and let us know your feedback.
How can I be excluded from these NPS surveys after I email you?
- Please let our support team know that you do not want to receive such survey requests, and we can will make sure these are not sent out to you.