Using Tess for all Customer Feedback including Anonymous complaints?

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.

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!