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Using Tess for all Customer Feedback including Anonymous complaints?

Nicholas Hudson-Ellis (Past Staff Member)
$organization

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



[edited by: Nicholas Hudson-Ellis at 6:32 AM (GMT -6) on 18 Jan 2013] Changed CRM to CMS
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  • $organization

    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

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  • $organization

    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

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