In this blog post we want to highlight our Support Interaction Survey (SIS) and the importance of your feedback.
We would like to raise an awareness of the work we do behind the scenes of the SIS survey and encourage you to complete it after closing your incident.
As you may have noticed when closing an incident, the feedback form has changed from Positive Call Closure (PCC) on a scale of 1-10, to what we are using today – SIS, on a scale of 1-5.
The question How satisfied are you overall with the support you received concerning this incident? (Overall, how satisfied were you with your support experience) refers exclusively to the support service received in the incident you are currently closing. Therefore, your assessment should focus only on the support service delivered by our support engineer in this incident reflecting all obligations within support service delivery. For more information on the other questions please check the KBA 3095733 – SAP Support Interaction Survey (SIS) for SAP Business One Incidents – SAP ONE Support Launchpad
When to give feedback?
Always. We would encourage you to give as much feedback as possible. We value the positive feedback just as much as the less positive feedback. If the consultant did something good, do let us know, we want to hear it, they want to hear it.
Does anyone read the written feedback?
We can assure you that every word in every language is read both by the consultant and their manager. Your written feedback is extremely appreciated. We value you taking the time to write down a few words describing your experience.
The feedback is continuously used to evaluate our services and our consultant’s work. We would ask that the feedback is factual and based on what is within the control of the consultant as the feedback impacts them. Therefore it is important to know what our obligations in support are as outlined in the SAP maintenance agreement SAP Business One Maintenance Policy and Support Scope. Our consultants are reviewed internally on how they adhere to the Support Scope.
The ratings Neutral (Neither Satisfied Nor Dissatisfied) and Satisfied, along with the ratings Dissatisfied and Very Dissatisfied, are followed up by support management. The accuracy of the assessment /answers are verified to ensure a growing and continuous professional collaboration between you as a Partner and Support.
Should there be no areas where you believe improvement is required, please consider providing a rating of ‘Very Satisfied’.
Support Spotlight Series
We hope this read has been informative and beneficial. For more blog posts and tips from the SAP Business One Support team, please visit our space on the communities: https://blogs.sap.com/tag/b1-support-spotlight/
For questions about SAP Business One, please submit your question here.