Posted - 2010.06.25 16:24:00 - [2]

 

Neat!

Posted - 2010.06.25 16:49:00 - [4]

 

I have never had problem with CS, and CS can't be blamed for server issues.
If there are problem with server, blame either the tech guys or the game design team.

Posted - 2010.06.25 17:12:00 - [6]

 

Hey ccp how hard is it to understand that the people who are not satisfied with your customer service will have rage quit and will not fill out your survey in their rage.

Your 33% respondents are the ones happy for the most part, the not so satisfied ones do not fill out surveys.

Maybe take the 33% as a hint that the other 66% are really not satisfied at all.

Posted - 2010.06.25 17:25:00 - [8]

 

Edited by: Bagehi on 25/06/2010 17:58:33

Quote:

---

Also, the CSM mentioned a degree of player disconnect with EVE Support. We were initially a bit surprised about this point

---

Players HTFU the longer they play Eve. Petitions that are never submitted do not receive followup surveys.

Most players don't petition losses due to "fleet lag", as they know what the answer will be. Many players check their logs after something happens and if they don't see evidence of what happened, they don't file a petition (assuming they will get the "nothing in the logs" response). So, you don't see those surveys. The surveys which would show frustration.

The problem with satisfaction surveys is you may not get a good sample of the population.

P.S. Despite the frustration, many players stick around. That's a testament to how much love there is for Eve.

P.P.S. If you really want a more accurate read from players, you should do random sampling polls of the population from time to time.

Posted - 2010.06.25 17:35:00 - [10]

 

improving feedback is definitely a great improvement for CS.

I would like to suggest that when a petition is closed, players should be prompted to rate the petition instead of manually rating.
In regards to the old rating system, players who are satisfied with the resolution of their petition will more likely go out of their way to provide feedback, whereas the ragequit/angry/unsatisfied players will more likely stop caring about the petition and ignore it altogether instead of following up.

Posted - 2010.06.25 17:44:00 - [12]

 

There should be prizes for filling out the survey, if the GM actually had to fix something.


Just sayin...

Posted - 2010.06.25 18:05:00 - [14]

 

I've found the "rate your petition" thingy to be somewhat random, sometimes I've received notification about it, sometimes not. Unless ofc I manually go in to each petition and rate it.

But the mail comes on some petitions and some not.

Either way looking forward to see work being done on CS.

/c

Posted - 2010.06.25 18:11:00 - [16]

 

http://www.eveonline.com/ingameboard.asp?a=topic&threadID=1337682

^^^
We still don't know what happened, or if CCP even cares what happened.
Petition responses are not the only feedback we expect wrt customer support.

Posted - 2010.06.25 18:24:00 - [18]

 

Edited by: Ban Doga on 25/06/2010 18:24:12
That the average of the rating differs from the actually perceived quality is only surprising when you expect that every petition has the same relevance.

1,000 "question" petitions that get resolved quickly and cleanly do not outweight a single "WTF, I lost my ship due to being stuck and you won't reimburse me?!" petition.

Telling players to create a petition for each and every problem they might have - no matter how small or insignificant - is really ruining any averages you might wanna calculate afterwards.

Posted - 2010.06.25 18:45:00 - [20]

 

Edited by: Akira Nailo on 25/06/2010 18:48:32
Please the Customer service in this game is a joke at the very best. If you send a petition in you always get the same canned response. We did not detect any abnormalities in our system we can not help you. I have filed out at least 6 or 7 and everyone has the same answer. The reason there is a distance between the gm's and the users is because they are useless, rude, and are there only for to feel like there is customer service. All ccp cares is about promoting the game, and do not care if you lose something it took you 3 months to make due to a glitch in game or a bug. All they care is that you play for months.

Posted - 2010.06.25 19:49:00 - [22]

 

Transparency is not an appropriate solution for systematic incompetence. The problem with the petition system is not that CS people aren't doing the work. The problem with the petition system is that the people who arm them with the necessary tools to do their job aren't doing the work.

You need to create a more effective logging and moderation system for them to use. You know... One that will actually detect and be able to fix problems that occur. I have no problem with the CS staff, and frankly I don't think anyone else does either. It's not like they cuss me out for filing a petition or something (although that would be hilarious).

The problem is that it usually takes a long time for them to be able to figure out wtf EVE has done and htf they're going to fix it. Seems to me that if they had better tools then petitions would be answered faster and more effectively, which would reduce the number of active petitions and result in clearer metrics in terms of game-oriented problems rather than butthurt-oriented problems. IMHO this would be a far superior tool for creating happy customers.

The best thing you can do for your customer is to provide them with a better product, not a better survey.

Posted - 2010.06.25 20:18:00 - [24]

 

I would like to point out the most obvious thing that prevents me from filling out these surveys (and believe me, I do want to help). See, I have more than one account, and, unfortunately, more or less regular, though not too frequent, reasons to file petitions. Some of these petitions are responded to quickly by knowledgeable people, with their responses e-mailed to me in notification e-mails. When that happens, I try my best to thank them and to fill in a survey. However, some of my petitions get closed silently, or maybe with some responses which for unknown reasons fail to reach my mailbox (and yes I check my spam folder). Then, when I get a request for survey out of the blue, I usually can't be bothered to go and rummage through the petitions on multiple accounts to try and figure out what the request is actually about.

So my suggestion is this:

- fix the petition notification system so it ALWAYS lets me know what is happening
- make sure it is not possible to close a petition silently without notice to originator
- do include an exact reference to the petition in question; it's okay if you do not want to disclose the relevant character name in an e-mail, use an abstract id number or something else, but do not transfer the burden of identification to the player
- do include the latest GM response or outcome for the particular petition

Posted - 2010.06.25 21:58:00 - [26]

 

Edited by: Deviana Sevidon on 25/06/2010 21:58:51
If you are really serious about improving customer support, then reverse the surveys. Ask your GM about how they would rate the petitions they receive.

Here is the prototype version of a new system: The petitions are answered by the GM team and the results send back to the players.

5 = nice description, friendly player. I would love to help him again with any problem.
4 = a bit of whiner, but deserves help.
3 = barely worth the time reading this 5hit
2 = I am not getting paid enough for this, horrible spelling and grammar
1 = the only things that can help this petitioner are fresh air and getting laid
0 = I wish I could kill him... I wish I could kill him...

There you go, I am sure these new surveys will drastically improve the morale of your GM team as well as their productivity.

Posted - 2010.06.25 23:26:00 - [28]

 

I browse these forums quite regularly and I hate to say it but every day I see a significant number of posts from people who seem to have been waiting far too long for their petitions to have been resolved satisfactorily - while this is only anecdotal in and of itself, it is a worrying trend that seems to be becoming more and more popular.

This is about the number of threads I see where someone posts about an issue, the first reply from someone says "send a petition" and said person says "oh I already did X number of hours ago" - alot of these issues are game-breaking for people, and while I can understand that not every petition can be solved in 5 minutes with a single reply, it seems that more *could* be being done, at least in the eyes of the players that seem to be posting these threads.

I myself have never had to even submit a petition for anything, so I really cannot comment on personal experience - but without wanting to set a precedent, if you have people posting that they can't even play a game that they are paying REAL MONEY for, saying that they have already submitted a petition, then I see this as massively game-breaking and needing to be way more urgently treated than is currently being done (at least according to the number of forum threads I have seen on such issues recently).

Addendum: I may have had a little bit of Rum before posting this :D

Posted - 2010.06.26 00:42:00 - [30]

 

Customers who don't have faith in the Customer Service, won't take time filling in surveys (even if it's just 1-4 rating clicks). They will argue "what for?" and doubt it has effect.

That's why your ratings are skewed, CCP. Customers who care fill in the surveys, participate, voice their opinions etc.

I have about zero faith in CSM, but either case, you/CCP should listen to them. There's alot of players who are unhappy with CCP's customer relations (but without voicing their opinion). From petitions, to dialogue through forums and devblogs, to stuff like the CSM, etc.

If you're really interested in hearing the players, CCP, you really should re-read your own blog and ask yourselves why there's a need for CSM to even bring up this subject, when your statistics tell you otherwise. Is it not so that you fail in communication then? Then ask yourselves why people are mad at many dev blogs, an anger that then disappear when your intentions become clear? Is it not so that you fail in communications then?

And all the times you change your mind, with stuff in development, with inconsistency in petition responses, with non-dialogue instant decisions (like the removed warp disruption bubbles posted in CAOD, just one of many examples), or the cases where you don't respond at all (like the titans that magicly re-spawned after being killed, also a big post on CAOD atm), is it not so that you fail in communications?

I think the answer is pretty clear. Your game is great, customers love it, but they misunderstand you and you misunderstand them all the time. Obviously they'll ignore any kind of surveys you do, since you'll mis-read them anyway. If you read them. (I don't believe you do, personally, but that's how people will feel about it).

Are you serious about the dev blog? Then you could commit. Remove CSM and introduce a customer relations representative, someone schooled in how to keep a dialogue between a company, the public, (and even press related issues). That'd change players perception of your company, radicly.