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 -

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