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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
Parents
  • $organization
    Hi,
    We at MRC have our online contact us form automatically record the feedback as a CSI. We allow customers to choose from a small selection of categories that we determined but we don't have reminders integrated in anyway. 
    Anonymous feedback is put into a constituent we created called Web User.

    I'm not 100% sure how it's all integrated, but we're also on a Made Media site. If we can help let us know!

    Cheers,
    Courtney
    Ticketing Services Manager
    Melbourne Recital Centre 

    On 19 Feb 2015, at 5:01 pm, Lydia Gibala <bounce-lydiagibala5203@tessituranetwork.com> wrote:

    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




    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Customer Service Forum. You may reply to this message to post to the Customer Service forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
Reply
  • $organization
    Hi,
    We at MRC have our online contact us form automatically record the feedback as a CSI. We allow customers to choose from a small selection of categories that we determined but we don't have reminders integrated in anyway. 
    Anonymous feedback is put into a constituent we created called Web User.

    I'm not 100% sure how it's all integrated, but we're also on a Made Media site. If we can help let us know!

    Cheers,
    Courtney
    Ticketing Services Manager
    Melbourne Recital Centre 

    On 19 Feb 2015, at 5:01 pm, Lydia Gibala <bounce-lydiagibala5203@tessituranetwork.com> wrote:

    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




    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Customer Service Forum. You may reply to this message to post to the Customer Service forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
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