Using Tess for all Customer Feedback including Anonymous complaints?

Hi Nicholas -

We have a 'dummy' account we use for anonymous feedback - Customer Feedback Anon and then we track how it came in through the CSI.

We haven't gotten too granular on the CSIs yet just to keep it simple for our box office and staff entering it. We break down our CSIs into different buckets - there's customer service (people who want to comment or complain about some interaction with the box office or staff member), FOH (things that happened in our lobby), website (always a fun one - why they are confused/hate/love our website or purchasing tickets online), and by far, our most used group is artistic - about the shows/season.

Our artistic activity categories look something like:

General [Season] Feedback - Related to current season, but not specifically a show
Each show in our season has its own activity category
Renewal Feedback
Special Projects we are doing/want feedback on

We don't necessarily use Reminders for all of these categories - simply because sometimes there's a timeliness that we don't necessarily see with upper management seeing those. Not saying this is good, it weakens the whole Tessi as management system, but you gotta pick your battles. We use reminders mostly in the customer service area (box office) and it seems to work for them. We have scheduled weekly reports of the artistic CSIs and send them to a group of people in the building so they can get a feel for what our patrons are saying. 

 HTH,

Heather

Hi Nicholas,

Like Heather, we have a similar set up. We've set up the categories to be fairly general and then further define with the Activity Type. 

We have a dedicated employee who's position it is to manage the CSI's, so she sets up scheduled reports to email out to various departments as well as taking care of open reminders and following up on them if they aren't dealt with in a timely manner.

Our box office staff have been trained that if the CSI is created purely for comment only, then they should immediately close the CSI.

Happy to provide you with more info should you have questions!

Hi Nicholas -

We have an account called Unknow Patron that we use for tracking all sorts of issues when it isn't possible to get a patron name.

Unlike Heather, we have a 26 different activity types to breakdown the different types of feedback (and we do add to it when we come across someting new that we think is worth tracking).  We use the Reminders to assign issues when needed and it works well for us.  

We also make extensive use of the action steps to indicate the progression of resolution and the type of actions that have been or are going to taken

All ticketing staff members enter the feeback into Tessitura (and we are working toward our Front of House staff directly entering feedback as well).  Because we expect a lot of detail to be entered by the staff we give them extra time to enter it. 

Hope that helps and I'm willing to provide a breakdown of the activity types we use or any other information if you need it.

Wow, thank you all for the great responses. It's really good know that lots of Tessitura users are leveraging CSIs to capture customer feedback.

On the reporting side, have you found the standard CSI reports to be sufficient?

Heather, Michele, and Kay, I would very interested to know your list of Activity Types.

The activity types I have planned for are: Access, Programming, Staff, Website, Brochure Request, Personal Details Update.

Another potential issue to solve is the sticky subject of complaints about staff. I have envisaged having the Activity Type of 'Staff Complaints' that has a Control Group applied that only appropriate users have access to. Has that been an issue for anyone? Or any other feedback in CSIs that is more sensitive/confidential?

Thanks again for everyone being so generous with sharing their experiences.

Hi Nicholas -

A couple of small things -

1. Brochure Request. Tessitura has great functionality already in place if you put your brochure requests under the Information Request category. They have reports that can generate labels and auto close those CSIs. Just something to thin about.

2. Specific staff complaints - We don't get many of those, and when we do, they are handled external of Tessitura right now. I like the idea of a specific control group who can only see them, although for our organization that might create a bunch of one person control groups which makes me shudder.

We've found that the 'Programming' really wants to be separated out by shows more. Especially if you ever have an external producer or partner who might want to see feedback just about a particular show. 

Good luck!

- H

Hi Nicholas,

We have over 200 different activity types, but I think you mean Activity Categories?  These are:

Customer Issues
Constituent File Maintenance
Service Issues
Information Request
Charity Tickets
Box Office Administration
ADV - Relationship Mngmnt
CORP - Relationship Mngmnt
MEM-Relationship MGMT
Contest Entry
Groups & Schools
GROUP - Relationship Mngmnt
Discount Offer
VG Advertiser
NScan Message

Then the activity types further define the reason for the CSI. For example under Box Office Administration we have:

Request duplicate tickets
Courier Tickets
Combine Tickets
Visitor Guide + Gift Cert
Tickets-special mail request
Membership Broch + Tickets

As well, only certain user groups have the ability to assign CSI's so as I think I mentioned previously, we have a Customer Service Coordinator who's job it is to manage all the CSI's and assign them to the correct person/department. She then follows up on open CSI's and coordinates the reports going to the correct departments.  Until recently we were using a custom CSI report, but have now switched to the canned one and have had no issues with anyone wanting more info than what it provides. (We also have an organization that widely uses Tessitura - almost all areas from Artistic to Administrative use it quite comfortably.)

Please feel free to contact me directly if you would like more info!

Hi Nicholas, 

We're planning the same transition at ACMI. I'm interested to know how organisations are capturing feedback received via online channels. 

For example, we currently have a Contact Us form on our website. Does anyone have an automated system where this feeds directly into Tessitura or is it still a case of manually logging electronic feedback? Or are most orgs collecting feedback via a dedicated email address then searching for the constituent account and manually logging it?

Thanks,

Lydia

Hi Nicholas, 

We're planning the same transition at ACMI. I'm interested to know how organisations are capturing feedback received via online channels. 

For example, we currently have a Contact Us form on our website. Does anyone have an automated system where this feeds directly into Tessitura or is it still a case of manually logging electronic feedback? Or are most orgs collecting feedback via a dedicated email address then searching for the constituent account and manually logging it?

Thanks,

Lydia

From: Nicholas Hudson-Ellis <bounce-nicholashudsonellis2615@tessituranetwork.com>
Sent: 1/18/2013 5:11:21 AM

Hello all,

This year my org is hoping to retire our dedicated customer feedback CMS and run everything through Tessitura.

I am looking to hear about other org's experiences with this.

The things concerning me are:

 

• How does anonymous feedback fit in? 
• Is the CSI categorisation system granular enough to break down different types of feedback?
• Is the Reminders system in Tessitura powerful enough to control staff following up on tasks?

 

The advantages are clear, any feedback that can be captured in a CSI can be used to create a more complete picture of our customers.

Thank you all!

Nicholas

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