EVE Search - New Dev Blog: Improving Gamemastery: Surveying Your Satisfaction

Check My IP Information

All Channels

EVE Information Portal

New Dev Blog: Improving Gamemastery: Surveying Your Satisfaction

» Click here to find additional results for this topic using Google

Monitor this thread via RSS [?]

Pages: 1 2 3 4 :: [one page]

Author	Thread Statistics \| Show CCP posts - 3 post(s)

CCP Fallout	Posted - 2010.06.25 16:20:00 - [1] GMs Ender and Fate update us on the new satisfaction surveys available for petitions in their new dev blog. Fallout Associate Community Manager CCP Hf, EVE Online Contact us

Daquaris Imperium Technologies Sodalitas XX	Posted - 2010.06.25 16:24:00 - [2] Neat!
Batolemaeus Caldari Vauryndar Dalharil	Posted - 2010.06.25 16:40:00 - [3] Edited by: Batolemaeus on 25/06/2010 16:40:03 tl;dr: We're surprised that people who just got told that CS doesn't care for server problems and the unplayable nature of the game rate our petitions rather low and would like people to stop doing that.
Camios Minmatar Insurgent New Eden Tribe	Posted - 2010.06.25 16:49:00 - [4] I have never had problem with CS, and CS can't be blamed for server issues. If there are problem with server, blame either the tech guys or the game design team.
Hertford Ars ex Discordia Test Alliance Please Ignore	Posted - 2010.06.25 17:08:00 - [5] SQL Protip: Survey results with a NULL score should be ignored. Survey results with a ZERO score should be included.
Sacul The Wretched.	Posted - 2010.06.25 17:12:00 - [6] Hey ccp how hard is it to understand that the people who are not satisfied with your customer service will have rage quit and will not fill out your survey in their rage. Your 33% respondents are the ones happy for the most part, the not so satisfied ones do not fill out surveys. Maybe take the 33% as a hint that the other 66% are really not satisfied at all. Vuk lau: "we have already cleaned our blue list, except NC we only have PL, Goons, RA, KIA, XiX and ZAF"
gtiness	Posted - 2010.06.25 17:20:00 - [7] It is of course entirely possible to be 'satisfied' with customer service (ie, be treated in a serious, respectful way and have your question answered) while at the same time being completely unhappy with the actual answer. I'm guessing rather few people actually make this distinction but, I do. In other words, being nice about telling me the logs show nothing and it's your policy not to reimburse ship losses you had absolutely no control over is a bit of a tarp from a customer satisfaction / reporting perspective.
Bagehi Association of Commonwealth Enterprises Gentlemen's Club	Posted - 2010.06.25 17:25:00 - [8] Quote: Also, the CSM mentioned a degree of player disconnect with EVE Support. We were initially a bit surprised about this point Players HTFU the longer they play Eve. Petitions that are never submitted do not receive followup surveys. Most players don't petition losses due to "fleet lag", as they know what the answer will be. Many players check their logs after something happens and if they don't see evidence of what happened, they don't file a petition (assuming they will get the "nothing in the logs" response). So, you don't see those surveys. The surveys which would show frustration. The problem with satisfaction surveys is you may not get a good sample of the population. This signature is useless, but it is red.
iP0D	Posted - 2010.06.25 17:28:00 - [9] Wait a minute. Do I read that correctly? In the rating mechanism followup and processing there is no value or point attached to the masses of people who do not give a rating because they are so frustrated by the petition process or have long thrown in the towel out of anger? That's like sabotaging your own corporate function evaluation meeting. Makes no sense at all, no wonder things look good on paper, and so different in practice
Infinion Caldari Endless Destruction Imperial 0rder	Posted - 2010.06.25 17:35:00 - [10] improving feedback is definitely a great improvement for CS. I would like to suggest that when a petition is closed, players should be prompted to rate the petition instead of manually rating. In regards to the old rating system, players who are satisfied with the resolution of their petition will more likely go out of their way to provide feedback, whereas the ragequit/angry/unsatisfied players will more likely stop caring about the petition and ignore it altogether instead of following up.

Black Dranzer	Posted - 2010.06.25 17:43:00 - [11] Now, hang on, are we talking about Customer Service or are we talking about Developer Communication? Because the two are linked, but they are very, very different things. Customer Service is a tricky thing. The thing is, the kind of people who are displeased with Customer Service don't use customer service. It's why it's often hard to get a feel for what's causing problems within a virtual world; The players who leave don't tell you why because they've got no attachment. They just leave. The people screaming on the forums about how they're going to leave are your die hard fans. They love you. Which brings me neatly to my next point. Developer Communication follows one simple rule: More Is Better. Always. Communicate all the time, forever, day and night. We want to know every little detail about everything that's happening every moment of every day. If you increment a value in a database, by god do we want to know. We want to sit in on your brainstorming sessions. We want to talk to every one of you, personally. You will not possibly be able to fulfill these expectations, and no matter how hard you try, people will complain that you're not communicating enough. But the players will still love you for it, and you'll look like gods next to the competition.
Noran Ferah Red Sky Morning	Posted - 2010.06.25 17:44:00 - [12] There should be prizes for filling out the survey, if the GM actually had to fix something. Just sayin...
Clb The Intersect	Posted - 2010.06.25 17:55:00 - [13] Does your "high level of satisfaction" include people who can't be **ed filling in a survey that no one will read? I don't know how many tickets I have where, after the GM responded with irrelevant canned responses, I gave up trying and ignored it. Few days later a survey comes in, which I also ignore because 1) no one reads them, 2) what account is it for? the email doesn't say and 3) the entire web-frontend for EVE is a complete mess and I can't be bothered wrestling with it to give some dopey GM a bad score since it will make no difference at all. You can use whatever stats you like, face it; EVE support sucks. Fix it. Rather than telling **ed off customers how great it is. ---

Chribba Otherworld Enterprises Otherworld Empire	Posted - 2010.06.25 18:05:00 - [14] I've found the "rate your petition" thingy to be somewhat random, sometimes I've received notification about it, sometimes not. Unless ofc I manually go in to each petition and rate it. But the mail comes on some petitions and some not. Either way looking forward to see work being done on CS. /c Secure 3rd party service \| my in-game channel 'Holy Veldspar'

Infinion Caldari Endless Destruction Imperial 0rder	Posted - 2010.06.25 18:07:00 - [15] Edited by: Infinion on 25/06/2010 18:09:32 Originally by: Black Dranzer Now, hang on, are we talking about Customer Service or are we talking about Developer Communication? Because the two are linked, but they are very, very different things. Customer Service is a tricky thing. The thing is, the kind of people who are displeased with Customer Service don't use customer service. It's why it's often hard to get a feel for what's causing problems within a virtual world; The players who leave don't tell you why because they've got no attachment. They just leave. The people screaming on the forums about how they're going to leave are your die hard fans. They love you. Which brings me neatly to my next point. Developer Communication follows one simple rule: More Is Better. Always. Communicate all the time, forever, day and night. We want to know every little detail about everything that's happening every moment of every day. If you increment a value in a database, by god do we want to know. We want to sit in on your brainstorming sessions. We want to talk to every one of you, personally. You will not possibly be able to fulfill these expectations, and no matter how hard you try, people will complain that you're not communicating enough. But the players will still love you for it, and you'll look like gods next to the competition. Regarding Developer Communication, the most important issue I feel needs to be addressed is the lack of two-way communication between players and devs in this huge virtual universe. The best chance at getting the attention of a dev is in the Features and Ideas part of the eve-o forums which we are frequently directed to. And while I have no doubt that devs frequently read that forum section for new ideas, there is no presence that shows that issues and ideas are being heard.
Menellaix The Arrow Project Morsus Mihi	Posted - 2010.06.25 18:11:00 - [16] http://www.eveonline.com/ingameboard.asp?a=topic&threadID=1337682 ^^^ We still don't know what happened, or if CCP even cares what happened. Petition responses are not the only feedback we expect wrt customer support.
Infinion Caldari Endless Destruction Imperial 0rder	Posted - 2010.06.25 18:17:00 - [17] Originally by: Chribba I've found the "rate your petition" thingy to be somewhat random, sometimes I've received notification about it, sometimes not. Unless ofc I manually go in to each petition and rate it. But the mail comes on some petitions and some not. Either way looking forward to see work being done on CS. /c I have rarely, if never, received a survey notification. I have always rated manually, so it would most likely increase the number of surveys filled out if these "rate your petition" notifications were more systematic rather than random
Ban Doga	Posted - 2010.06.25 18:24:00 - [18] Edited by: Ban Doga on 25/06/2010 18:24:12 That the average of the rating differs from the actually perceived quality is only surprising when you expect that every petition has the same relevance. 1,000 "question" petitions that get resolved quickly and cleanly do not outweight a single "WTF, I lost my ship due to being stuck and you won't reimburse me?!" petition. Telling players to create a petition for each and every problem they might have - no matter how small or insignificant - is really ruining any averages you might wanna calculate afterwards.
Catari Taga Centre Of Attention Rough Necks	Posted - 2010.06.25 18:39:00 - [19] I have rated a petition once, which caused it to reopen, which resulted in me simply deleting it when I needed that petition slot, so you never received the rating. I never bothered to rate again. Apart from that I never had issues with GMs, their responses to issues are as random as those to bug reports, but at least they always came across as at least trying/wanting to help (other than on bug reports). Many of the (few) issues I petitioned for so far could however not be solved by the GMs since they apparently did not have the tools available they would have needed to help out. -- Originally by: Zeke Mobius I swear the catholic church was faster at admitting the earth was round than CCP at fixing stuff.
Akira Nailo Minmatar Instapop Industries Amici Noctis	Posted - 2010.06.25 18:45:00 - [20] Edited by: Akira Nailo on 25/06/2010 18:48:32 Please the Customer service in this game is a joke at the very best. If you send a petition in you always get the same canned response. We did not detect any abnormalities in our system we can not help you. I have filed out at least 6 or 7 and everyone has the same answer. The reason there is a distance between the gm's and the users is because they are useless, rude, and are there only for to feel like there is customer service. All ccp cares is about promoting the game, and do not care if you lose something it took you 3 months to make due to a glitch in game or a bug. All they care is that you play for months. I'm not a carebear.... I just like to mine and build stuff! -Akira Nailo- Public Relations Officer

Jason Edwards Internet Tough Guy Spreadsheets Online	Posted - 2010.06.25 19:48:00 - [21] Here's the reality. People are satisfied when they get a reply back that they want. Generally speaking petition-satisfaction is happening moreso with the petitions related to ship losses and such. Ive made a fair share of petitions over practically every petition category. All the petitions which ** me off are in ship reimbursement area. 1. In empire I was at war and I just moving around in a pod. Inty was following me but never really could catch me. I get to a gate. It jumps but im not goin anywhere. Click jump couple more times. "Session change in progress" Chat channels are still going. Inty catches up. Starts shooting me. Still "Session change in progress"... I lose pod. I petition though they are only reimbursing for value of clone. I had no implants. Why even deny it... 100k isk is nothing. "Logs show nothing" MY LOGS SURE THE DO 2. I had plain blackbird. It's meh. The enemy got a nice sniper position on us. I was aligned to planet using align button. It was aimed dead center of planet. When I hit warp it drops to 0m/s and realigns before warping and it dies. The logs really did show nothing. It gets reimbursed... huh... 3. Rattlesnake boost... so i build myself like 3bil isk passive rattlesnake. It passively tanks like 2500dps omni.Thing would never die to lvl 4 mission. It did a handful of missions no problem. Except the passive shield bug happens which happens on sisi all the time. Basically shields dont recharge but they appear to be 100% on ur screen. Which with my ship... they are like 95%+ anyhow so you dont notice but suddenly the damage is hitting your armor. Which with passive shield tanks... you immediately pop. THE LOGS SHOW NOTHING Sorry but with computers... if something isnt working correctly... the logs likely arent working correctly. I'm in IT with windows and a good 1/3 of problems never show up in the logs. Saying no to reimbursement of that ship **es me off to no end and just makes me not want to play. ------------------------ To make a megathron from scratch, you must first invent the eve universe. ------------------------ Life sucks and then you get podded.
Cresalle	Posted - 2010.06.25 19:49:00 - [22] Transparency is not an appropriate solution for systematic incompetence. The problem with the petition system is not that CS people aren't doing the work. The problem with the petition system is that the people who arm them with the necessary tools to do their job aren't doing the work. You need to create a more effective logging and moderation system for them to use. You know... One that will actually detect and be able to fix problems that occur. I have no problem with the CS staff, and frankly I don't think anyone else does either. It's not like they cuss me out for filing a petition or something (although that would be hilarious). The problem is that it usually takes a long time for them to be able to figure out wtf EVE has done and htf they're going to fix it. Seems to me that if they had better tools then petitions would be answered faster and more effectively, which would reduce the number of active petitions and result in clearer metrics in terms of game-oriented problems rather than butthurt-oriented problems. IMHO this would be a far superior tool for creating happy customers. The best thing you can do for your customer is to provide them with a better product, not a better survey.
Liang Nuren Parsec Flux War.Pigs.	Posted - 2010.06.25 19:57:00 - [23] It's really hard to have anything positive to say about Eve customer service between the "our logs show nothing" and "we can't reimburse your corp for the loss of assets during a PROVABLE ACCOUNT THEFT (billions worth of assets that were stolen, refined, and minerals sold, and the ISK sent to a certain NC member). Oh, but here's the 500 mil that they stole from the corp wallet." To be more constructive: make your logs show something... and when people get ***ed by account theft can you please* actually reimburse the crap? -Liang -- Liang Nuren - Eve Forum ***** Extraordinaire
Kruzenshtern Aeria Gloris Inc UN1CUM	Posted - 2010.06.25 20:18:00 - [24] I would like to point out the most obvious thing that prevents me from filling out these surveys (and believe me, I do want to help). See, I have more than one account, and, unfortunately, more or less regular, though not too frequent, reasons to file petitions. Some of these petitions are responded to quickly by knowledgeable people, with their responses e-mailed to me in notification e-mails. When that happens, I try my best to thank them and to fill in a survey. However, some of my petitions get closed silently, or maybe with some responses which for unknown reasons fail to reach my mailbox (and yes I check my spam folder). Then, when I get a request for survey out of the blue, I usually can't be bothered to go and rummage through the petitions on multiple accounts to try and figure out what the request is actually about. So my suggestion is this: - fix the petition notification system so it ALWAYS lets me know what is happening - make sure it is not possible to close a petition silently without notice to originator - do include an exact reference to the petition in question; it's okay if you do not want to disclose the relevant character name in an e-mail, use an abstract id number or something else, but do not transfer the burden of identification to the player - do include the latest GM response or outcome for the particular petition
Jesho Minmatar Swedish Aerospace Inc	Posted - 2010.06.25 20:56:00 - [25] one thing about the petition rating system that's been bugging me all the time (and the reason for not using it at all) is that there is no indication of which end of the scale is good and which end is bad. i know this is probably considered obvious but all surveys have this so noone accidentally rates it bad when it supposed to be good and vice versa. all that's needed is a text above the 0 and 10
Deviana Sevidon Gallente Panta-Rhei Butterfly Effect Alliance	Posted - 2010.06.25 21:58:00 - [26] Edited by: Deviana Sevidon on 25/06/2010 21:58:51 If you are really serious about improving customer support, then reverse the surveys. Ask your GM about how they would rate the petitions they receive. Here is the prototype version of a new system: The petitions are answered by the GM team and the results send back to the players. 5 = nice description, friendly player. I would love to help him again with any problem. 4 = a bit of whiner, but deserves help. 3 = barely worth the time reading this 5hit 2 = I am not getting paid enough for this, horrible spelling and grammar 1 = the only things that can help this petitioner are fresh air and getting laid 0 = I wish I could kill him... I wish I could kill him... There you go, I am sure these new surveys will drastically improve the morale of your GM team as well as their productivity. Quote: Disclaimer: All mentioned above contains my opinion and is therefore an absolute truth (for me anyway, my universe, muhahaha.....ok, done
Nooto Caldari Dragon Clan Initiative Mercenaries	Posted - 2010.06.25 22:22:00 - [27] you madam, you won this thread BEWARE!!! All text above this sig represents my personal opinion. This in no way reflects the views of my corporation or alliance
thatbloke Gallente	Posted - 2010.06.25 23:26:00 - [28] I browse these forums quite regularly and I hate to say it but every day I see a significant number of posts from people who seem to have been waiting far too long for their petitions to have been resolved satisfactorily - while this is only anecdotal in and of itself, it is a worrying trend that seems to be becoming more and more popular. This is about the number of threads I see where someone posts about an issue, the first reply from someone says "send a petition" and said person says "oh I already did X number of hours ago" - alot of these issues are game-breaking for people, and while I can understand that not every petition can be solved in 5 minutes with a single reply, it seems that more could be being done, at least in the eyes of the players that seem to be posting these threads. I myself have never had to even submit a petition for anything, so I really cannot comment on personal experience - but without wanting to set a precedent, if you have people posting that they can't even play a game that they are paying REAL MONEY for, saying that they have already submitted a petition, then I see this as massively game-breaking and needing to be way more urgently treated than is currently being done (at least according to the number of forum threads I have seen on such issues recently). Addendum: I may have had a little bit of Rum before posting this :D The funny thing about this sentence is that by the time you've finished reading it, it's too late for you to realise it doesn't say anything.
Blazde 4S Corporation Morsus Mihi	Posted - 2010.06.26 00:40:00 - [29] Thought I'd take this at face value and go back and rate my last couple of petitions. Only I find they are all set to 9 already... I did not fill these in. If this is how they're being counted in your results then I'm not surprised you think you're doing well. If these aren't being counted yet but they are the default options I'm given now I'm rating the petition then can you explain why the default of 9 was chosen and how it never occured to you how biased... nay dishonest this would look to players? (I haven't now rated afterall, I lost the will.) Anyway what I originally wanted to post was this, since it's a rare opportunity for me to offer constructive-criticism to CS instead of just ***ing. Originally by:** GM Fate GMs file a large number of defects and a substantial percentage of wonky game functionality is discovered and pushed through the development pipelines by the Support department A common complaint is that GMs will brickwall a petition and just tell the player to file a bugreport, since the issue is or might be a bug. And usually these complaints end with "I didn't bother to bugreport it". It's a huge turnoff to get told effectively it's not CS's problem and you have to reexplain your issue all over again in a bugreport. I understand why it's this way since petitions and bugreports are handled by different systems, plus you have a policy that bugs don't impact petitions (a completely nuts policy obviously, but that's a different complaint), but anyway it's not conducive to getting bugs fixed or to making players satisifed. So if you really are already as heavily involved in filing defects as you say you are, could it be an idea for you to try to work with the player to morph their petition into a bugreport, instead of dropping the ball and expecting them to start again? Perhaps have the GM pull up a basic bugreport template and copy/paste relevant parts of the player's petition into it where they've already explained the bug, then reply it back to them and ask them to make any changes/additions, then have the GM ultimately responsible for making sure the bugreport gets submitted. _ Northern Coalition - Best friends forever <3
Misanth Reaper Industries Asset Liberation Front.	Posted - 2010.06.26 00:42:00 - [30] Customers who don't have faith in the Customer Service, won't take time filling in surveys (even if it's just 1-4 rating clicks). They will argue "what for?" and doubt it has effect. That's why your ratings are skewed, CCP. Customers who care fill in the surveys, participate, voice their opinions etc. I have about zero faith in CSM, but either case, you/CCP should listen to them. There's alot of players who are unhappy with CCP's customer relations (but without voicing their opinion). From petitions, to dialogue through forums and devblogs, to stuff like the CSM, etc. If you're really interested in hearing the players, CCP, you really should re-read your own blog and ask yourselves why there's a need for CSM to even bring up this subject, when your statistics tell you otherwise. Is it not so that you fail in communication then? Then ask yourselves why people are mad at many dev blogs, an anger that then disappear when your intentions become clear? Is it not so that you fail in communications then? And all the times you change your mind, with stuff in development, with inconsistency in petition responses, with non-dialogue instant decisions (like the removed warp disruption bubbles posted in CAOD, just one of many examples), or the cases where you don't respond at all (like the titans that magicly re-spawned after being killed, also a big post on CAOD atm), is it not so that you fail in communications? I think the answer is pretty clear. Your game is great, customers love it, but they misunderstand you and you misunderstand them all the time. Obviously they'll ignore any kind of surveys you do, since you'll mis-read them anyway. If you read them. (I don't believe you do, personally, but that's how people will feel about it). Are you serious about the dev blog? Then you could commit. Remove CSM and introduce a customer relations representative, someone schooled in how to keep a dialogue between a company, the public, (and even press related issues). That'd change players perception of your company, radicly. - I'd tell you why but then I'll have to kill you. And to kill you I'd have to log in. And to log in I'd have to stop browsing these forums. Both you and me knows that'll never happen.

Cinori Aluben Minmatar Gladiators of Rage Honourable Templum of Alcedonia	Posted - 2010.06.26 01:22:00 - [31] New survey format = Good. Will people take the time to fill it out now? Only slightly more likely than before. Suggestions of this thread I agree with: 1) Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed. 2) Reverse survey on every petition, filled out by GM, for internal use and for comparison with customer survey. 3) Random population sample polls. 4) Offer incentives for filling out the petition survey. How to balance this so that people don't start filing petitions simply for the incentives is something to think about, but, I'm SURE you brilliant CCP/GM minds can figure something out. 5) Originally by: Ban Doga That the average of the rating differs from the actually perceived quality is only surprising when you expect that every petition has the same relevance. My suggestions: 1) Have a "submit survey and close petition" button at the bottom of the survey window. Half the time I don't know if my survey results are still in limbo, if the petition is still open or closed, or if it is closed, how long to do I have to respond in a survey? Just make it more an easy open/close-done kinda thing. 2) What about assign a GM to randomly EVEMAIL people asking them how they think their petition process went? Players tend to respond to evemails more often than they do anything else imo. 3)
Sturmwolke	Posted - 2010.06.26 09:33:00 - [32] Frankly, fine-tuning these surveys won't help much if you've not managed to get anything useful from the old surveys. The reasons are too diverse and at best, you're looking at a limited positive impact. Making a mountain out of this small change may appeal to PR, but it doesn't really fool the discerning audiences. There are a few fundamental things that needs fixing : a) The separate "Petition" and "Bug Report" section needs to be integrated together. Oftentimes the lines between bug/petition are blurred that it makes no sense to ask your customers to do BOTH. Not only you aggravate the situation, but you also confuse customers seeking resolution. Ideally, you have a single point of contact for customer issues/escalations - not two. b) I know this is fairly subjective, depending on the individual GM and what sort of metrics are applied by the CS team for their day to day operations. Based on my personal experiences, I do not believe (in general) that GMs are reading and comprehending properly the petitions being put forward leading to a frustrating cycle of messages being ping-ponged back and forth. You can check my Amolah Kesti petition under this char for one example. c) The issue from b) leads to another thing, petition tracking tickets. Where are they? Without these tickets, it's confusingly difficult to refer to any particular petition. There's really no excuse for not having one if you're serious about customer service. d) Often quoted from the forum is the general lack of EVE knowledge amongst the GM. While this may not be true individually, it reflects on the GM team as a whole. While the community may not know exactly what goes on behind the scenes on the available tools and trainings for the GMs, I'm rather surprised this is not spotlighted for a PR exercise/comments. So either it's some super sekret stuffs, or it's in shambles that needed to be swept under the carpet. I'd add a few more points, but this is biting my EVE time today. Taa.
Lederstrumpf	Posted - 2010.06.26 10:08:00 - [33] Originally by: CCP Fallout GMs Ender and Fate update us on the new satisfaction surveys available for petitions in their new dev blog. So am I supposed to file a petition when unhappy with ridiculous answers ("users are supposed to work around this bug as it's 'by design'"/"could you please tell us how to reproduce that bug reported by you as appearing at random") gotten as response to bug reports and fill out a survey afterwards? I started playing EVE like half a year ago. Being a newbie I filed petitions rather than creating bug reports for bugs I encountered, including client crashes. Rather than having obvious bugrelated petitions moved into the bug report forum i had to recreate them myself. Some bug report lines were received as feature requests so I was asked to post them to some other place. Bug reports tend to get filtered. Filtered can mean both of "we need more info on that" as well as "that bug report is closed". It's obvious by the design of this structure itself you didn't give much thought about how to process user response given to you free of charge best. I'm not even sure why I'm telling you this because these days I'm pretty sure you don't care about customer satisfaction at all as long as the bucks are rolling. I deleted my bug reports in response to your server move downtime behaviour and filtering of comments as being "off-topic". I'm glad I did not subscribe to EVE for a longer period than I did. I'm happy I didn't shove real friends of mine into the EVE support minefield as paying customers (=that's where buddy programs and the like fail). If you can not stand user feedback or fail to read it due to forum moderators editing it away there's no point in making user surveys more fancy.
Darth Vapour	Posted - 2010.06.26 10:28:00 - [34] Which of these statements is correct ? From the blog: Quote: GMs file a large number of defects and a substantial percentage of wonky game functionality is discovered and pushed through the development pipelines by the Support department. From one of my petitions: Quote: Thank you for your attention on this case. As we in the GM team have no direct ties to the Development Team, I suggest that you post about this idea and any other ideas you might have for optimizing and improving the game in the Features and Ideas Discussion section of our official forums.
Ban Doga	Posted - 2010.06.26 12:03:00 - [35] Originally by: Darth Vapour Which of these statements is correct ? From the blog: Quote: GMs file a large number of defects and a substantial percentage of wonky game functionality is discovered and pushed through the development pipelines by the Support department. From one of my petitions: Quote: Thank you for your attention on this case. As we in the GM team have no direct ties to the Development Team, I suggest that you post about this idea and any other ideas you might have for optimizing and improving the game in the Features and Ideas Discussion section of our official forums. Probably both - just depends on who you ask But seriously: when you get 4 different GMs working on one petition you have to explain the problem to each of them again. If they fail so hard at coordination inside their own department/tema it must be really horrible with coordination to other departments/teams.
Damion Rayne Gallente Dark-Rising IT Alliance	Posted - 2010.06.26 12:51:00 - [36] Good job guys, something is better then nothing. BTW: The under 30 posters in this board raging, don't represent the other 350,970 people playing the game. :)
khalleth Amarr GoonWaffe Goonswarm Federation	Posted - 2010.06.26 12:54:00 - [37] Living in the UK, and having just had an election, i've been diving into political polling moreso than most people. If CCP are looking to obtain information from a representative sample of their playerbase, have they considered consulting/contracting someone from one of the big polling companies (mori/populus/yougov (Tho they may only do politics)) to consult on how best to take a representative sample? Just a thought..
Hertford Ars ex Discordia Test Alliance Please Ignore	Posted - 2010.06.26 13:11:00 - [38] Originally by: Blazde Thought I'd take this at face value and go back and rate my last couple of petitions. Only I find they are all set to 9 already... http://www.blazde.co.uk/eve/images/Default9.png I did not fill these in. If this is how they're being counted in your results then I'm not surprised you think you're doing well. Awesome!
Goti Evans	Posted - 2010.06.26 14:06:00 - [39] Originally by: Catari Taga I have rated a petition once, which caused it to reopen, which resulted in me simply deleting it when I needed that petition slot, so you never received the rating. I never bothered to rate again. Patitions are Never Deleted you simply closed your end, even today that petition exists along with the rating on it.
Fight Song	Posted - 2010.06.26 20:05:00 - [40] I was going to fill out the survey but my logs ze show nothing...

Catari Taga Centre Of Attention Rough Necks	Posted - 2010.06.27 12:24:00 - [41] Originally by: Goti Evans Originally by: Catari Taga I have rated a petition once, which caused it to reopen, which resulted in me simply deleting it when I needed that petition slot, so you never received the rating. I never bothered to rate again. Patitions are Never Deleted you simply closed your end, even today that petition exists along with the rating on it. Possibly on the backend, but if you delete it it tells you "Your petition will be permanently deleted!" and that's what I went by. It certainly disappeared from my list instead of just showing closed. -- Originally by: Zeke Mobius I swear the catholic church was faster at admitting the earth was round than CCP at fixing stuff.
Astomichi	Posted - 2010.06.27 20:17:00 - [42] The GMs are, barring the bugs that make them necessary, the single worst thing about eve. The junior GMs are dumb as rocks, you have to escalate 4 times to get someone who even knows what's going on, and once you get there, they tell you to go take hike, even after they've admitted the legitimacy of your case. The only people being helped AT ALL by current GM policies are the lazy GMs who don't want to do their job and would rather just dismiss every complicated case out-of-hand.
Ramman K'arojic	Posted - 2010.06.28 01:27:00 - [43] This is a good thing I think. It shows that the head does communicate with the tail. Has CCP ever thought about running a in game census - with questions aimed at charactor and account level. To find out what people are asking for in there game; their pet hates; and favourite pizza toppings.
Danghor Amarr	Posted - 2010.06.28 02:26:00 - [44] Quote: The most prominent were that the customer support system itself could be improved and that there was a feeling of distance between CS and the community. We seriously considered the suggestions we received, sat down and brainstormed, and then embarked on a series of changes. Some of these will be immediately visible to the players, others will be felt in the quality of our services. I think where it has failed for me is that after Apocrypha we had 2-3 quick patches, then nothing until Dominion. With Dominion we had the worst production of patches ever, even if the sound has been broken since Apocrypha. Nothing has been done for over a year and I can still hear a few issues with sounds. Many petitions and bug reports, many pages of thread on the issues forum didn't even create a spark... That's bad customer support. I wish we could get a regular stream of small patches until the next expansion, instead of getting one big fix every 8 months. Quote: Also, the CSM mentioned a degree of player disconnect with EVE Support. We were initially a bit surprised about this point, since our satisfaction rating from our customers was, and has always been, high. The rating system is flawed because it only rates the GM or BH that answered your petition or bug report. When they tell you "the issue is known and your BR will be attached to a defect" you get a thankful feeling and you give the GM or BH a 10 ! When 6 months later the issue is still not fixed, you wish you could rate down the support department.
Blazde 4S Corporation Morsus Mihi	Posted - 2010.06.28 09:20:00 - [45] It's not for rating bughunters Danghor, just GMs. If a GM gives you the old "Yeah it's a bug, but we're not going to do anything about it, tough luck you lost you stuff to it" I recommend you just mark them zero across the board and stick a comment in the box that CS policy of not supporting customers sucks and you have nothing against the specific GM. _ Northern Coalition - Best friends forever <3
Shintai Gallente Arx Io Orbital Factories Arx Io	Posted - 2010.06.28 09:53:00 - [46] Edited by: Shintai on 28/06/2010 09:54:25 For the 7 years I played EvE I have only had good encounters with the GMs. Even when we shot on their ships, CTDed them using the NOS+Damper bug in the old days. I have learned by seeing and talking to people that most of these "disputed" petitions are usually due to the error of the player. Ofcourse the other way also apply, just so tiny less compared. Overall, quite good GMs in this MMO compared to others. EDIT: Sometimes people are just too impatient and wanting instant gratification. I know that personally in the beginning of reporting macros for example. But a month later they was gone. Since they simply monitored and worked out the isk flow to hit the top fish aswell. And not just the macro accounts. -------------------------------------- Abstraction and Transcendence: Nature, Shintai, and Geometry
Aineko Macx	Posted - 2010.06.28 11:55:00 - [47] Quote: Also, the CSM mentioned a degree of player disconnect with EVE Support. We were initially a bit surprised about this point, since our satisfaction rating from our customers was, and has always been, high. Again I think this is yet another great example of how the information from the players is not reaching the right people. It's not like the forum isn't full of issues and problems being reported on the forums, right? And when players complain, they have to do it vaguely, as discussing GM behavior/correspondence is not allowed. Great way of keeping the "bad influences" outside of your bubble Also agreeing with Bagehi and Blazde.
Deviana Sevidon Gallente Panta-Rhei Butterfly Effect Alliance	Posted - 2010.06.28 13:59:00 - [48] Originally by: Blazde It's not for rating bughunters Danghor, just GMs. If a GM gives you the old "Yeah it's a bug, but we're not going to do anything about it, tough luck you lost you stuff to it" I recommend you just mark them zero across the board and stick a comment in the box that CS policy of not supporting customers sucks and you have nothing against the specific GM. Then you are only punishing the GM. The GM may escalate the issue receive a feedback that the problem is somewhere on the To-Do-List and will forward the information on the player. If you rate the GM zero for this response it will not help anybody and not in the slightest help to fix your problem. I even know about a few very bad companies (usually outsourced callcenters, the bottom of any corporate foodchain). They punish their supporters for bad reviews and do not care if the review is bad because the GM was not willing to help the customer, or if the problem is beyond the control of the supporter. A bad review is a bad review for them and the fault is always with the poor bastard who had to reply in a particular support case. Quote: Disclaimer: All mentioned above contains my opinion and is therefore an absolute truth (for me anyway, my universe, muhahaha.....ok, done
Ban Doga	Posted - 2010.06.28 16:15:00 - [49] Edited by: Ban Doga on 28/06/2010 16:15:55 Originally by: Aineko Macx Edited by: Aineko Macx on 28/06/2010 12:15:49 EDIT: I would suggest anyone that had petitions which where closed without getting an issue solved open new ones to benefit from the new rating system which at least gives 3 rating dimensions. Now finally I can rate for "GM was polite, but problem wasn't solved". Isn't that the great thing about the new rating system? A fast, polite but still wrong "Working as intended" or "clear your cache" is now worth up to 20 of 30 points. Who was the genius that introduced two new scales that only care about how the GM helped but completely ignore what he actually achieved? Ever wondered why call center agents tend to try to figure out if they can put you through to someone else as quickly as possible? Because length of the call is one of their metrics and it's much easier to explain that the customer's wrong description lead you to believe someone else was in charge than arguing about hitting a new record for longest phone call ever. I wonder if this new rating system will cause GMs to favor quick, polite and useless replies even more than before. After all the actual solution for the customer's problem only accounts for one third of the possible rating. It's only logical to focus on the much easier politeness and quickness.
Newbee	Posted - 2010.06.28 17:09:00 - [50] Originally by: Deviana Sevidon Edited by: Deviana Sevidon on 25/06/2010 21:58:51 If you are really serious about improving customer support, then reverse the surveys. Ask your GM about how they would rate the petitions they receive. Here is the prototype version of a new system: The petitions are answered by the GM team and the results send back to the players. 5 = nice description, friendly player. I would love to help him again with any problem. 4 = a bit of whiner, but deserves help. 3 = barely worth the time reading this 5hit 2 = I am not getting paid enough for this, horrible spelling and grammar 1 = the only things that can help this petitioner are fresh air and getting laid 0 = I wish I could kill him... I wish I could kill him... There you go, I am sure these new surveys will drastically improve the morale of your GM team as well as their productivity. THIS.... lol & sign

Aineko Macx	Posted - 2010.06.28 20:45:00 - [51] Originally by: Ban Doga Who was the genius that introduced two new scales that only care about how the GM helped but completely ignore what he actually achieved? I see what you mean. I was reading "Helpfulness in regards to solving my issue" as the rating scale of how well he solved the issue... The phrasing could be improved to be semantically less equivocal.
Tyby KANTAI HIKAGE White Noise.	Posted - 2010.06.29 11:11:00 - [52] Edited by: Tyby on 29/06/2010 11:11:25 Quote: During the fleet-battle in 6NJ8-V on June 16th server performance was adversely affected by load issues. One of the resulting problems was the revival of ships that had been killed during the fight, including a few super-capitals. We want to clarify that this was due to database issues, which are still under investigation û the ships were NOT returned by GameMasters. This matter is still being investigated and further information will be forthcoming when available. GM Grimmi Lead Game Master it's been two weeks since then, and not even 1 row with update from CCP; how can you expect ppl to treat your gms/pettion ranking thing with respect and fill in your survey, when, in some situations, you don't show some basic respect to them? atm there are hundreds(at least) of players waiting for a response from gms, and, maibe it's just my opinion, but i found this "silence" from ccp more like a lack of respect to the those ppl(ignore it, and it'll go away, anyone?) so, you want ppl to be more serious about ccp/gms/petitions/surveys, why not starting be showing them some "more" respect from your part?
carebear one	Posted - 2010.06.29 11:51:00 - [53] Hi, well I think the main problem with the CS is THERE ARE ALSO PEOPLE AT THE OTHER SIDE OF THE SCREEN Let me explain what I mean with that. Every Petition which is filed is handled by a human at the other side of the pipe. Although he/she should be objective he is also rusted into his brain than everybody else so in every situation where a scoring of arguments is needed he will decide on he is feeling about it. Specially with the system of putting notes about the player to the account this can lead to several issues: I personaly know several players who had the guts to opose a GM-Decicion where noted out of the petition system. They write Petition after Petition but never get an answer (beside the stupid satisfaction survey) Second I know a player who had, after telling a GM what he is thinking about him openly in a channel, serious problems in the game. Got muted got banned every Petition to reach a senior only landed again by the known GM ... he had to go over internal affairs to get his account back I dont know who the GM's are but to me most of them make a very immarture impression and I personaly think first CCP should get proper employees for that job. By that I mean people who had grown up and have a proper psychological training to handle such things like "petition-wars" and so on. Second I think on every decision that involves money in every way (like reimpursements or mutes or banns <- yes this involves money because in many countries muting or banning a player from a payed service is consisted as fraud and concealment) should be handeled in the four eyes way ... meaning only two GM's together can make such a decision together
Diomedes Calypso	Posted - 2010.06.29 21:10:00 - [54] 1) Should I file a petition when I read about problems in a fight that I had no involvement in to express my dissatisfaction? I get disgusted and angry about these lag failures even though I havenÆt been involved. IÆd like to fly a capital ship down the line and goals like that keep people interested.. but IÆd be an idiot to put myself in a position to lose one to known issues. The CCP response of only trying to prevent it in the future but ignoring developing a system that would prevent either side from gaining advantage sort of disgusts me (strong word yes) because allowing someone to hit someone when they are down goes against my very notion of sporting competition. Computers will fail à plan for it so the resulting balance is as neutral as possible. I havenÆt seen a single developer blog discussing how youÆll improve the competitive integrity by altering how things fail. 2)I echo the comments about your surveys as a tool: Knowing that Real People are partially judged by their rating I will never rank service as poor unless the reprehensive was rude or unfriendly. Even if someone was mediocre IÆd just not reply instead of giving a mediocre remark. I only respond to a post contact survey if I can give a perfect rating or if the service person was an absolute jerk. A no answer from me could mean mild dissatisfaction or it could just mean I was lazy. I still donÆt think your categories go far enough to separate satisfaction with policy from satisfaction with customer service representatives. It has to be clear-as-day that I would be responding poorly to POLICY, not to outcome for me to express dissatisfaction after contact with a GM. Actually almost anyway a question was worded I still would be afraid that a GM with lower ranks in that regard would be considered less able in handling complaints. I wouldnÆt do that unless I was sure he couldnÆt do more and due to the complete lack of transparency on gm actions I have no idea what he is and isnÆt authorized to do.
Whenua Momona	Posted - 2010.06.29 21:16:00 - [55] CCP has a bad habit, and that habit is partial development. Their continued pattern over the past several years has been to announce features for a future patch, develop half of them, put the remaining half on 'development backburner' - the dreaded backlog - and then forget about them as soon as a shiny toy distracts them. These features put on the backburner are not random odds and ends, but crucial functions without which the features that did get implemented cannot perform effectively. The dev cycle does not behave like a well-prioritized system designed to triage the more critical functions of the game, but rather the erratic high velocity trajectory of a kitten jacked up on methamphetamine.
Diomedes Calypso	Posted - 2010.06.29 21:45:00 - [56] Edited by: Diomedes Calypso on 29/06/2010 21:45:31 BTW... surveys aren't completely worthless, ... you do hear about the worst cases of service probably even if you get innacurate data in other situations. More frequent and short surveys not conected to customer service reps might be a solution. In the log in screen you can have an icon .. "take monthly survey" and while this wouldn't be a statistically neutral sample it would be more neutral than the current . Offer a little monthly prize with it...(tin foil hat - 6 hours of sp gain) and you'd get broader responses beyond just those with an axe to grind, and probably regular monthly responses from the same people so that even if the sample isn't perfect the shifts in the sample would be useful. You could data balance the sample based on age of account or most commeon location a characters logs off it etc. although I've got the sence from the CCP blogs and the tiny point in time samples used in the QEN's that there aren't many people on staff adept with looking at demographic distributions or the information isn't easy to capture from the server records.
Blazde 4S Corporation Morsus Mihi	Posted - 2010.06.30 04:29:00 - [57] Originally by: Deviana Sevidon Originally by: Blazde If a GM gives you the old "Yeah it's a bug, but we're not going to do anything about it, tough luck you lost you stuff to it" I recommend you just mark them zero across the board and stick a comment in the box that CS policy of not supporting customers sucks and you have nothing against the specific GM. Then you are only punishing the GM. This was pretty much my point in a roundabout way. GMs will often tell you they can't help you because the higher ups won't let them. "I'd like to help you, really I would.... but Customer Support policy is...". They might be the nicest GM in the world, they might genuinely want to help you, they might even agree with you the policy sucks, and yet the end result of the petition is you still get treated like ****. It's not the GM's fault. Yet how do you complain about/rate that without it reflecting on the GM? By the way, I was sort of expecting a GM to answer some of the queries in this thread. Like usually happens with devblogs especially when the whole point of the blog is to increase communication. I know there's a lot of people just whining, but there are some sound points that could easily be responded to. Is this it now til another one-way "We're great for these reasons.." blog in 6 months time? _ Northern Coalition - Best friends forever <3
Ban Doga	Posted - 2010.06.30 06:58:00 - [58] Edited by: Ban Doga on 30/06/2010 06:58:06 Originally by: Blazde By the way, I was sort of expecting a GM to answer some of the queries in this thread. Like usually happens with devblogs especially when the whole point of the blog is to increase communication. I know there's a lot of people just whining, but there are some sound points that could easily be responded to. Is this it now til another one-way "We're great for these reasons.." blog in 6 months time? Yes, that's it. You can expect someone come in here and convert directly linked images to URL, clear inappropriate content and even delete whole postings. But you will not receive an answer, comment or statement to anything the players mentioned.
Shootin' Star The Jagged Edge	Posted - 2010.06.30 13:05:00 - [59] Originally by: Ban Doga Edited by: Ban Doga on 30/06/2010 06:58:06 Originally by: Blazde By the way, I was sort of expecting a GM to answer some of the queries in this thread. Like usually happens with devblogs especially when the whole point of the blog is to increase communication. I know there's a lot of people just whining, but there are some sound points that could easily be responded to. Is this it now til another one-way "We're great for these reasons.." blog in 6 months time? Yes, that's it. You can expect someone come in here and convert directly linked images to URL, clear inappropriate content and even delete whole postings. But you will not receive an answer, comment or statement to anything the players mentioned. This looks like it's true, and really is too bad. This is exactly the point I had been trying to hammer into CCP's CSRs throughout a two-plus month petition, taking it ALL the way to the top and getting assured directly that CCP WAS taking just this sort of thing seriously. Indeed, the previous blog on support was a good step forward, and that conversation did feature GM Spiral with some good answers; but despite that good start, and promising that he "will keep an eye on this thread for further questions" it's now been a month and a half with good questions begging answers, and neither sight nor sound from our estimable GMs ... Now we have another blog affording the GMs an excellent opportunity to make headway in combating what we and they both know is a serious problem - customer disconnect - and there is again neither sight nor sound from so much as one in response. It is, to say the least, hugely disappointing, but there is plenty of opportunity to correct the issue. It's not about polls, folks, as nice as those might be in various ways ... but it's about people. GMs: That other thread I linked proved that you both can and will be offered respectful treatment, especially if you give US the respect of showing up. You need to do so here. GMs Spiral, Grimmi, Lilith (and all) - this is what I talked and talked and talked with you about back in November and December: Please don't let this opportunity go to waste with yet more silence. ---------------- Star TANSTAAFL!
Caladain Barton Navy of Xoc Wildly Inappropriate.	Posted - 2010.07.01 00:12:00 - [60] Two things wrong that i see right off the bat CCP: 1.) You've told, personally, prominent leaders to flow down the following orders to the population "Do not petition, they'll flood the system and be worthless". So, after a big, laggy, bug filled, rip your spleen out in boredom and frustration evening, we don't file, Because you Told us NOT to. I could copy/paste GM communication, except the Forum mods will just delete it and possibly ban me. 2.) If you aren't reading your own forums (at least the mega threads) AND Kugu AND SHC, you aren't doing your job. Large chunks of your community doesn't use these forums because of the amount of censoring the forum mods do. I'm pretty sure most, if not all of this post will be deleted, and if it doesn't, thanks Forum mods. So, recap. You tell us not to petition or you'll ban our alliance for flooding and do other nasty stuff, then wonder why your metrics are all skewed. You would pick up on the rage building if you read and followed up on your own forums, but you don't. You would easily pick up on the rage and whatnot if you read SHC or Kugu, but you don't. Seems to be a very big disconnect between CCP dev's/CS/and GM's. Right hand not knowing what the left is doing.

Lusulpher Sinister Elite Supremacy.	Posted - 2010.07.01 06:17:00 - [61] Originally by: Cinori Aluben New survey format = Good. Will people take the time to fill it out now? Only slightly more likely than before. Suggestions of this thread I agree with: 1) Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed. 2) Reverse survey on every petition, filled out by GM, for internal use and for comparison with customer survey. 3) Random population sample polls. 4) Offer incentives for filling out the petition survey. How to balance this so that people don't start filing petitions simply for the incentives is something to think about, but, I'm SURE you brilliant CCP/GM minds can figure something out. 5) Originally by: Ban Doga That the average of the rating differs from the actually perceived quality is only surprising when you expect that every petition has the same relevance. My suggestions: 1) Have a "submit survey and close petition" button at the bottom of the survey window. Half the time I don't know if my survey results are still in limbo, if the petition is still open or closed, or if it is closed, how long to do I have to respond in a survey? Just make it more an easy open/close-done kinda thing. 2) What about assign a GM to randomly EVEMAIL people asking them how they think their petition process went? Players tend to respond to evemails more often than they do anything else imo. 3) The incentive: your petitions will be prioritized on some list. Maybe 'first in pool' or 'important to resolve now' List. Just to show how cynical I am now, I didn't even read the Devblog, I actually feared a troll. Satisfaction + Petition + CCP, I was clearly being set up. When are they going to create a solid protocol for reimbursement btw?? Some people I know got their ships back from fights that I was in and I petitioned independently. Is PvE higher resolution than the complexity of PvP? Desync completely resolved? Creative Customer Person 7

GM Fate Minmatar Game Masters	Posted - 2010.07.01 14:48:00 - [62] Hey guys, Nice to hear from so many of you. Many good comments and suggestions. This will be a multi part message. First some general comments: Several people have commented that the third of petitioners that take the time to respond to the survey don¦t necessarily represent the other two thirds. Of course that is true and it¦s a problem not easily solved. We are trying to increase the survey response rate and this Dev Blog is a step in that direction. Other ways are being considered to better measure satisfaction and we feel that we are moving in the right direction. Some of you have expressed doubt that the surveys are used by us. I assure you that they are. We¦ve always utilized the results of the survey but recently we¦ve added more detailed reports and tools that we can use to sift through the data. The new tools are quite powerful and allow us to see things not accessible to us before. As an example, the survey results will be useTd to spot trends where our results in specific petition categories go up or down more than what can be considered normal. We can use that to spot issues and changes that aren¦t obvious at first. A recent project that we¦re pretty excited about is the äUnhappy Customersô project. Senior members of our staff regularly go through survey results and use the ratings to deliver feedback to GMs as well as suggestions to managers for training topics, policy and procedure reviews. We recently announced this project to the CSM and are working on a separate Dev Blog about it. So, to start with a few things specifically mentioned in this thread: Have a "submit survey and close petition" button at the bottom of the survey window. Half the time I don't know if my survey results are still in limbo, if the petition is still open or closed, or if it is closed, how long to do I have to respond in a survey? Just make it more an easy open/close-done kinda thing. Well, you only get sent the survey after your petition closes (which it automatically does after a certain period of the player not replying or the GM closing it). What about assign a GM to randomly EVEMAIL people asking them how they think their petition process went? Players tend to respond to evemails more often than they do anything else imo. I like this idea actually. Weæve started a bunch of stuff having to do with proactively reaching out to the customer (such as the Unhappy Customers initiative) and this would fit very nicely I think. Iæm going to bring it up within the department. Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed. I definitely think this idea has merit. It would by default vastly improve the response rate. It just has to be weighed against customer inconvenience to see if it would be worth doing or not. Reverse survey on every petition, filled out by GM, for internal use and for comparison with customer survey. Iæm not sure that this would be feasible. This would add so much time to the resolution of each petition that Iæm not sure if it would be worth it. As it is, GMs put notes (invisible to the player) on almost all petitions that are out of the ordinary (whatever the reason) so we already have GM feedback on a lot of of the ones that end up being rated very low.


GM Fate Minmatar Game Masters	Posted - 2010.07.01 14:49:00 - [63] Thought I'd take this at face value and go back and rate my last couple of petitions. Only I find they are all set to 9 already... All feedback about the survey UI is especially appreciated and we will take that into consideration as we continue to improve our interface. For example the survey ratings being a 9 by default is something we should be looking into. But I assure you that the survey isn¦t being counted as a 9 until you actually press ôSubmitö. I took a look at the statistics and 9 is not rated disproportionately to 8 or 10 so it doesn¦t seem like the default value is skewing the data. So if you really are already as heavily involved in filing defects as you say you are, could it be an idea for you to try to work with the player to morph their petition into a bugreport, instead of dropping the ball and expecting them to start again? Perhaps have the GM pull up a basic bugreport template and copy/paste relevant parts of the player's petition into it where they've already explained the bug, then reply it back to them and ask them to make any changes/additions, then have the GM ultimately responsible for making sure the bugreport gets submitted. You clever little mind-reader you! Weæve already designed this exact system; itæs being tested and should be deployed in the current cycle. It should definitely both up the quality of submitted bug replies and make sure that the customeræs voice is heard directly. Often quoted from the forum is the general lack of EVE knowledge amongst the GM. While this may not be true individually, it reflects on the GM team as a whole Generally speaking, we only hire as GMs people whoæve played EVE for a period of 2 years or longer (with every applicant going through Internal Affairs checking for EVE background). Weæve hired people whoæve played less, and even not at all, but in those rare cases we were hunting for specific abilities that we couldnæt locate otherwise (and then theyære required to play EVE a LOT to catch up). Weæve also vastly amped up our newbie training procedures recently, a process thatæs still ongoing further iteration. None of this will preclude a GM from occiasionally making a mistake or not knowing something fairly common knowledge, but on a general level I would say our GMs are knowledgable about the game and play it themselves. On a side note, one of the things weÆre trying to do with the survey is to be able to use the results as a quality assurance mechanism, identifying areas where a GM or a group of GM might need more training. Thank you for your attention on this case. As we in the GM team have no direct ties to the Development Team, I suggest that you post about this idea and any other ideas you might have for optimizing and improving the game in the Features and Ideas Discussion section of our official forums. This is quite simply wrong, and the GM is making a mistake using this reply. Itæs a legacy reply from the bad old days when EVE CS was outsourced and not a direct part of CCP. We have very direct ties to the development team and make our voices heard loudly. GMs are a part of development scrum and GM documentation of new features has often become the de facto official documentation the whole company refers to post-deployment.

Shootin' Star The Jagged Edge	Posted - 2010.07.01 17:36:00 - [64] Originally by: GM Fate Hey guys, Nice to hear from so many of you. Many good comments and suggestions. Thank you for replying and getting involved here, GM Fate. It was important that the GMs do so, and is good to see. I look forward to more. One suggestion based on what I read from you ... Quote: Some of you have expressed doubt that the surveys are used by us. I assure you that they are. We¦ve always utilized the results of the survey but recently we¦ve added more detailed reports and tools that we can use to sift through the data. The new tools are quite powerful and allow us to see things not accessible to us before. As an example, the survey results will be useTd to spot trends where our results in specific petition categories go up or down more than what can be considered normal. We can use that to spot issues and changes that aren¦t obvious at first. I think part of the problem here is the "proof or s##u" sort of thing. We can't see it, there's rarely/never any feedback on it either good or bad, and so frustration goes. I'd suggest some sort of return receipt - just like a body can get on their emails in Outlook, for example - as proof to the petitioner that their survey was at least seen by someone in CSR - might be a help. A personal reply about it would always be better, but is hardly practical. Quote: A recent project that we¦re pretty excited about is the äUnhappy Customersô project. Senior members of our staff regularly go through survey results and use the ratings to deliver feedback to GMs as well as suggestions to managers for training topics, policy and procedure reviews. We recently announced this project to the CSM and are working on a separate Dev Blog about it. A very good step to take actively continue. We will be hopeful to expect visible follow up on that, as well. Quote: What about assign a GM to randomly EVEMAIL people asking them how they think their petition process went? Players tend to respond to evemails more often than they do anything else imo. I like this idea actually. Weæve started a bunch of stuff having to do with proactively reaching out to the customer (such as the Unhappy Customers initiative) and this would fit very nicely I think. Iæm going to bring it up within the department. Good, because I'll second the idea. Any communication that serves to put a human face on CSR instead of the automated one that too often shows is A Good Thing. I would further suggest that GM Chat might be a nice idea in some cases. Looking forward to more. Cheers! ---------------- Star TANSTAAFL!
1Ekrid1	Posted - 2010.07.01 18:21:00 - [65] Edited by: 1Ekrid1 on 01/07/2010 18:25:36 Originally by: Black Dranzer *The people screaming on the forums about how they're going to leave are your die hard fans. They love* you. Which brings me neatly to my next point.** Wrong. they do in fact leave, or at least stop paying. think about this; CCP forums are off limits unless you have an active account. This number one rule eliminates people from posting to say what their problem is, if they dont have an account that is paid for, even if they were players in the past. Maybe, just maybe, accounts that have been activated and paid for, but are not currently subscribed, could be limited to 2 posts per week, so they can give feedback.. Even then, people might not use that advantage because, like you said, they are fed up with something and they probably cant be bothered to find whatever method of contacting CCP outside of the forums that might actually reach developers. The forum, if you complain there might be other people to support you and that might actually do something. Otherwise, its like anonymous voting, a time waste. an active account is payed for by month, two months, whatever. Someone might have paid for a month, finally got fed up, and have 20 days left and be able to use the forum to say why they've given up. Someone might have 2 months left because of GTC, that doesnt mean they will resub. Someone might have longer, even. Unless you've actually tracked "people who leave", and proven this, you're just speaking out your two cheeks in your chair. Just because their desire to keep playing has decreased to below their desire to keep paying, doesnt mean they dont use eve online until the sub runs out. some people have friends in the game. some people want to blow all their ISK on ships to go suicide ganking or go crazy in lowsec. When the (desire to play/desire to pay) is still at or above 1, they will play and resub. WHen it drops below 1, they have account time left to use as they please, but won't resub. I know its elusive to understand. There's 1, repeat 1, frigate in the T1 lineup designed to be a suicide tackler. the rest are for COMBAT. so don't tell me to tackle when I'm in a combat T1 frig. OR tell CCP to fix their mess.
Gnulpie Minmatar Miner Tech	Posted - 2010.07.01 21:10:00 - [66] Maybe you can take your time also to resolve the matter of the 6 titans which 'magically' returned in game after they got killed in battle? After all, an answer to this was promised to us already two weeks ago and since then no reply. And why are the items under investigation still in game and not in custodity until their status is resolved? This leaves a pretty bad impression to me on the otherwise good CS service.
Batolemaeus Caldari Vauryndar Dalharil	Posted - 2010.07.01 22:47:00 - [67] Originally by: Gnulpie Maybe you can take your time also to resolve the matter of the 6 titans which 'magically' returned in game after they got killed in battle? More like they magically respawned after cynoing out. Then they died, and respawned again. Gms have been categorically denying any responsibility for anything that happens in 0.0 and haven't been offering support in situations where it was clear that the server was screwed and people just wanted to get to a station and log off. When people experienced the respawn bug in p-2ttl they got more or less politely told to get lost. Dito for all the people who died to blackscreen issues. Or the guys who logged off and then got killed hours later because they never despawned (which also happened in p-2, y-2ano, 6nj...) Originally by: 1Ekrid1 Wrong. they do in fact leave, or at least stop paying. Considering the amount of ingame friends who left since Dominion, yes, they do leave. The QEN reflects that pretty nicely if you look at the 0.0 numbers. The only reason why I came back from being unsubbed is a buddy dragging me into a w-system, as far away from k-space 0.0 as possible. Odds are that once I get bored my accounts will run out again (as a matter of fact, one of my accounts just ran out again and i can't get myself to reactivate).
Blazde 4S Corporation Morsus Mihi	Posted - 2010.07.02 11:39:00 - [68] Edited by: Blazde on 02/07/2010 11:43:05 Thanks for the replies Fate, more communication can never be a bad thing. Originally by: GM Fate A recent project that we¦re pretty excited about is the äUnhappy Customersô project Good stuff. Recognising you have Unhappy Customers and listening to them a bit should be a much more important step imo than tweaking the survey. Originally by: GM Fate Well, you only get sent the survey after your petition closes (which it automatically does after a certain period of the player not replying or the GM closing it) I haven't had the pleasure of petitioning under the new survey yet, but are you sure about this? It used to be you could fill in the survey at any time during the petition, then update it later if you wanted. How that was counted in your stats I don't know, but I once filled the survey in during a petition with a 0 cos I was :mad: and the next GM reply solved my problem right away. Coincidence or not it did get me wondering whether the GM had access to my intermediate survey response and had an incentive to try to get me to change it... Originally by: GM Fate I took a look at the statistics and 9 is not rated disproportionately to 8 or 10 so it doesn¦t seem like the default value is skewing the data The problem is it didn't used to have a default of 9. It's not clear as it is what the numbers relate to (should a satisfactory petition be rated 5 average, or 9. Does 10 mean 'no problems here' or does it mean 'I was blown away, I've never experienced CS like this before anywhere'. Does 0 mean 'ragequiting now' or just 'that was no help at all'). By setting the default to 9 you're sending a signal that people should rate around 9 (which doesn't neccesarily mean 9 itself will be overused) unless they have a good reason not to. That's a different signal to when there was no default. It will probably increase the average rating. As long as you understand that and interpret the data internally with that in mind then it's fine. But if you give us another devblog/fanfest presentation in 6 months time raving about how your average rating has gone up from 6.5 to 8 for example, then you're back where you started. This seems to have been the problem so far: you've misinterpreted your data. To avoid doing that again you have to accept that setting a default response will change the baseline in these figures and your new survey stats won't be comparable to the old ones. Of course splitting it into 3 sections stops them being comparable too. But it just seems unneccesary to me to set a default. (Also I just noticed if you rate ingame there isn't a default, which will confuse your data). As long as you're changing things you'd be better off taking the opportunity to attach more descriptive words to the numbers, eg: 10 Exceptional 8 Good 6 Acceptable 4 Below Average 2 Poor 0 Unacceptable (Which might have a similar effect to setting a default of 6, but would solve the problem of not knowing what the numbers mean). _ Northern Coalition - Best friends forever <3
Byron D Aliastra	Posted - 2010.07.02 22:16:00 - [69] Edited by: Byron D on 02/07/2010 22:17:18 The problem is not with the ppl that submit the petitions, the problem is with the veteran player base that doesn't even bother submitting pettitions because they already got used with : "the logs show nothing" and "working as intended", answers that are already part of the eve anecdotal folclore. Make a survey troughout the playerbase and you'll see that on a scale from 0 to 5 the player base will rate the CS around 2 if not below.
Caladain Barton Navy of Xoc Wildly Inappropriate.	Posted - 2010.07.02 22:43:00 - [70] Originally by: Byron D Edited by: Byron D on 02/07/2010 22:17:18 The problem is not with the ppl that submit the petitions, the problem is with the veteran player base that doesn't even bother submitting pettitions because they already got used with : "the logs show nothing" and "working as intended", answers that are already part of the eve anecdotal folclore. Make a survey troughout the playerbase and you'll see that on a scale from 0 to 5 the player base will rate the CS around 2 if not below. A quick, dirty, and effective way to do this would be to attach a small SP bonus to any account that filled out the survey. Call it a census, ask a bunch of questions, do a devblog stating how you want people to take it seriously. Taking a day or couple day's training off people will make every account in eve do it, and tying it to account instead of character prevents spam and will give a more accurate heartbeat result.

Batolemaeus Caldari Vauryndar Dalharil	Posted - 2010.07.03 09:09:00 - [71] Originally by: Byron D Make a survey troughout the playerbase and you'll see that on a scale from 0 to 5 the player base will rate the CS around 2 if not below. Uh, no. If you throw all petitions together, it won't. If you look at how player demographics rate your petitions, highsec would be rather high-ish, lowsec low-ish, 0.0 negative-ish, since GMs refuse to support 0.0 and are completely blind to the numerous lowsec roe bugs.
Deviana Sevidon Gallente Panta-Rhei Butterfly Effect Alliance	Posted - 2010.07.05 21:47:00 - [72] While I was slightly ironic about the matter, the problem with how surveys are rated is probably real. The classic "The Logs show nothing" might be indeed be the problem. There was a few days ago a discussion about ways to manipulate the client. Examples of such manipulation could involve insta-warp to any object in a solar system, cloaked or not and now the issue of being killed at a (safe)-spot away from any celestial object. Is the one that got you really such an awesome prober that he got you this fast or is he using a manipulated client? The incident above might be one of the "the logs show nothing-cases" The other problem is, when GMs are rated poorly by the customer who did not like the (correct) response. Examples: GM Gandalf was totally unhelpful. He refused to fix the lag. 0 Points GM Gandalf did not return me the Mega I have lost while travelling through Rancer. 0 Points. GM Gandalf refused to undo the market transaction I have made and now I lost billions to a scam. 0 Points. In all the cases the GM would have refused to give the customer what he wants and acted within the policies made, but that does not help much when the customer wants to get his revenge on the poor customer support with the survey system. Quote: Disclaimer: All mentioned above contains my opinion and is therefore an absolute truth (for me anyway, my universe, muhahaha.....ok, done
Lederstrumpf	Posted - 2010.07.06 12:32:00 - [73] Edited by: Lederstrumpf on 06/07/2010 12:33:25 With just two open petitions I can not create a third one. So I'm basically punished twice by the system: Not able to have answers flow prompty - and left alone in the meantime when it comes to ingame harrassment and the like. I'll repeat: You do block petitions which might come up by technical means! As it is by design, it's not considered as buggy from bughunter point of view. Such stuff is why you just FAIL at providing good customer support, no matter what nice statistics you do offer to your management.
John McCreedy Caldari Eve Defence Force	Posted - 2010.07.08 11:11:00 - [74] I really hope CCP reads what I'm about to say here because after twelve years of working in a services market, I know a thing or two about customer service. The biggest and most immediate thing you can do to improve Customer Service is for GMs to actually take the time to read what someone as said, rather than skimming it and then replying with a standardised cut and paste reply that does nothing to help. I recently had a situation where a petition was filed and no less than six GMs, including two senior GMs, all replied one after another with a cut and paste reply about clearing the cache despite repeated replys clearly stating this had already been done. This does not offer good CS because clearly not one of those six GMs bothered to read the previous reply. I've recently had opportunity to play a couple of other MMOs alongside Eve and whilst in terms of game design, not a single one comes close, in terms of Customer Service, each MMO is light years ahead of CCP with GMs that actually read what you say and making personalised replies. The above example I've made is not an isolated incident and has been happening ever since game launch. It's rude, disrespectful to the client (the player filing the petition) and high time it was fixed. Across the galaxy there is only war.
Apple Boy Gallente Legion Of Boom Fear Th3 Vampires	Posted - 2010.07.09 16:01:00 - [75] Originally by: John McCreedy The biggest and most immediate thing you can do to improve Customer Service is for GMs to actually take the time to read what someone as said, rather than skimming it and then replying with a standardised cut and paste reply that does nothing to help. I recently had a situation where a petition was filed and no less than six GMs, including two senior GMs, all replied one after another with a cut and paste reply about clearing the cache despite repeated replys clearly stating this had already been done. [...] It's rude, disrespectful to the client (the player filing the petition) and high time it was fixed. this! Please get rid of c/p replies! They suck. For a lot of the mac stuff I just stopped making petitions because of the crappy replies (including the mail thing where they said clear the cache, but when you read the mac forums you find out it's a bug that clearing the cache doesn't fix...) to make it even easier, here is the link to the official reply about the bug in question so you can tell your GMs to stop c/p'ing the standard "clear your cache" response to mac users. tia
Gimme Urstuff Amarr Iwant Urstuff Corp	Posted - 2010.07.11 11:07:00 - [76] Originally by: GM Fate Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed. I definitely think this idea has merit. It would by default vastly improve the response rate. It just has to be weighed against customer inconvenience to see if it would be worth doing or not. NO NO NO NO NYET NEIN YOU FREAKING BUREAUCRATS!!! No pop ups that have to be done!!! Before I can play the game. Especially NO POP UPS while in space you (insert epithet of your choice) and even more especially NO POP UPS WHILE ENEMIES ARE SHOOTING AT ME!!!! It will definitely spawn another petition and very low ratings after I get blown up and podded, for which I am sure your well trained GM's will use empathy to tell me they will not reimburse my losses. Who came up with this idea anyway? I love money, but what I really really love is other peoples money!!!
Lemming Alav	Posted - 2010.07.13 11:09:00 - [77] I am just gonna say this and then thats it, you just changed your InGame standing system from 10.0 to a 5 choices because the other was to complicated, then you make a new survey and you still have 10 choices. i belive it was mentioned by previous poster but you need to make it clear what each answer stands for and i would personally prefer 5-great 4-good 3-neutral 2-bad 1-terrible (remind ya of something?) 2nd the "clear your cache and try again" everytime a GM gives that answer they should be punished with atleast 2 broken fingers, how many problems have this actually resolved ? any? I dont think I have ever heard of anyone actually fixing their problem by doing that other then having to redo all their settings. also the responses to petitions. I make an ingame petition, i expect and ingame answer i have several accounts tied to the same email and you dont tell me which account you are talking about when emailing which is deeply frustrating. EVEmail the character that creates the petition. how hard can that be?
John McCreedy Caldari Eve Defence Force	Posted - 2010.07.13 11:17:00 - [78] Originally by: Gimme Urstuff Originally by: GM Fate Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed. I definitely think this idea has merit. It would by default vastly improve the response rate. It just has to be weighed against customer inconvenience to see if it would be worth doing or not. NO NO NO NO NYET NEIN YOU FREAKING BUREAUCRATS!!! No pop ups that have to be done!!! Before I can play the game. Especially NO POP UPS while in space you (insert epithet of your choice) and even more especially NO POP UPS WHILE ENEMIES ARE SHOOTING AT ME!!!! It will definitely spawn another petition and very low ratings after I get blown up and podded, for which I am sure your well trained GM's will use empathy to tell me they will not reimburse my losses. Who came up with this idea anyway? This is also a good point. Please don't introduce pop ups, rather have a notification sent that there's an answer to your petition. It's bad enough having a pop during combat just to tell you that in one hour there will be downtime. Funnily enough, most of us know when downtime is these days Across the galaxy there is only war.
Ephemeral Waves Silver Snake Enterprise	Posted - 2010.07.14 00:34:00 - [79] Originally by: GM Fate Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed. I definitely think this idea has merit. It would by default vastly improve the response rate. It just has to be weighed against customer inconvenience to see if it would be worth doing or not. If a pop-up appeared on my screen in the middle of a fight, you would get a whole lots of "0"'s in customer satisfaction.
Ephemeral Waves Silver Snake Enterprise	Posted - 2010.07.14 00:40:00 - [80] Originally by: Caladain Barton Originally by: Byron D Edited by: Byron D on 02/07/2010 22:17:18 The problem is not with the ppl that submit the petitions, the problem is with the veteran player base that doesn't even bother submitting pettitions because they already got used with : "the logs show nothing" and "working as intended", answers that are already part of the eve anecdotal folclore. Make a survey troughout the playerbase and you'll see that on a scale from 0 to 5 the player base will rate the CS around 2 if not below. A quick, dirty, and effective way to do this would be to attach a small SP bonus to any account that filled out the survey. Call it a census, ask a bunch of questions, do a devblog stating how you want people to take it seriously. Taking a day or couple day's training off people will make every account in eve do it, and tying it to account instead of character prevents spam and will give a more accurate heartbeat result. You missed his point. These vets stopped filling out petitions years ago as they have from long experience learned that they're wastes of time.

Trellish The Perfect Storm Gentlemen's Club	Posted - 2010.07.16 17:26:00 - [81] Originally by: CCP Fallout GMs Ender and Fate update us on the new satisfaction surveys available for petitions in their new dev blog. CCP fallout The CSM is absolutely right in saying that there is a sense of disconnect. You guys stated that you were suprised based off of your traditionally high satisfaction rates. As one of the players who rated you decently high AND feels a sense of disconnect with game support, I can pretty much explain it to you. Your support is so bad, that after feeling a great sense of frustration during the first year or so of playing, I now simply ignore it.... I pretend it doesn't exist... I write it off. I don't expect anything at all from them other than GM's who don't read your petition, who copy and paste answers which make no sense to the actual question, and who are inconsistent with reimbursement... often ignoring serious issues. That said, I enjoy your game and plan to continue playing. If I paid any attention to the support issue, I'd become so frustrated I'd emo rage and quit, so since it's possible to ignore the issue, I now do so. (except for those times where it's simply not possible to ignore it) but those I still try to forget fairly quickly.
Trellish The Perfect Storm Gentlemen's Club	Posted - 2010.07.18 19:07:00 - [82] by the way, just to be clear... I'm not trying to troll you or go emo on you by making those "complainy" type of statements. That's really my experience of the support setup... I'm responding to this thread at all, because several CCP employees have been unusually reasonable in several recent threads, which is giving me hope that perhaps things will improve. I wish I could remember the names offhand, because I do think it's important to mention when someone is doing a good job. I'm thinking specifically of the recent change in CCP position re: slave controlling via software, where a CCP employee gave us a final ruling that was actually very clear and easy to follow. If you can find that thread, there was an earlier post by another CCP employee which quoted the guidelines as they stood (which had some significant grey) and said there's no problem... completely ignoring the grey issues which were being questioned. Getting real, down to earth answers, that later employee, who who obviously read the thread and thought about the various issues involved, was a serious improvement that actually gives me some hope on this front. Not everyone in the thread was happy with the end result, but I think everyone felt that the issue was actually seriously looked at for once. Come to think of it, there's at least one other GM whom I've seen make some recent posts who I've not run across in the past, who also gave us the hard and fast info that we actually need/want. I suppose I do need to give you some credit there, because I'd have to say I've already seen some improvements with some of the newer names... real answers, real info, real communication are pretty much win tbh. None of those newer positive experiences have yet been through the petition system though... which admittedly couldn't really happen because I haven't filed a petition in the timeframes since these names came on board. Perhaps I'll have to give it another try sometime in the future.
Enalurai	Posted - 2010.07.20 18:41:00 - [83] I completed your survey, expressed my dissatisfaction and provided documentation as well only to be questioned about my answers which were totally explained. The more I read the more apparent it became the GM did not read my response, he/she didn't care. My greatest gripe: You take forever (more than a week to respond is for ever) to respond and when you do, you don't answeer the question asked but find one of the top five from your list and pick one. That has happened to me alot!! The one I hate most: "Upon checking our logs" Yeah, right! A zillion players complain about the same issue, your forums are full of complaints about the same issue, yet you cannot find the issue/or that it occurred! Why bother to file another? My final petition i filed this am. Without looking your response is already read in my head, i know the lie that you will tell and expect me to continue to pay to ignore yet again ccp's refusal to admit errors. The scenario: i had one set of skillpoints when i logged last nite (yes, i keep a record, been playing with you a while and know I have to or you get away with what you did last nite) 4 million skillpoints short of my clone, woke this am, and could not fly the boat I flew in last nite. Get this: I was not involved in any battle, did not mission, did not loose a ship, merely clone jumped from one station to another ! Bet the GM's response is: While it is regrettable . . . our records show . . . you need to reskill . . . BS - This is a time sink as it is and this is unacceptable. You expect us to be happy, i will not give above a "0" satisfaction to the gm as it is a pat answer from a sheet that does not address the issue. Your "volunteer" will claim your records are infallible, your equipment beyond repute, and i am defenseless, and will suggest i go play elsewhere if he/she follows normal suite. That is why your results are skewed. I don't think you really care, and the results that do not support the lie you tell yourselves get tossed.
Trouocal	Posted - 2010.07.29 22:29:00 - [84] My experience of petitions are that about 85-90% of them are totally, completely and immediately ignored. Getting just a standard answer that whatever reported is taken seriously and will be investigated and so on, and petition closed. Then weeks and months passes and nothing happens. It's quite frustrating that no one cares. What's petitioned matters a lot to me, but apparently not to the GM's or CCP. It's also annoying to not get a dialog with the GM's if there's something they need to know in addition to the petition message, how about the GM opening a chat window if something is unclear? nah, never happens, just closing the petition, no actions taken. Sometimes there's a question added to their answer, but it feels like everything is scripted and lands in trash anyway, the response is typically a standard message, petition closed and it does as usual result in no action taken. It doesn't feel meaningful to petition, but out of stubborness i keep doing it anyway, haven't given up hope completely yet, but .. meh.. My overall satisfaction with the GM's are so far around 2-5%.
Yeay Fritg Caldari Confrerie de Kaedri Cluster Of Rebirth	Posted - 2010.08.03 13:30:00 - [85] Edited by: Yeay Fritg on 03/08/2010 13:30:43 Hello, Thank you. Please launch a poll and let'us rate not the GM player but the bug tracking resolution of CCP. I'm sure you will not have the same results. GM does a good job at their level but the problem is not on the GM level. I like Eve but it's now stating to be nearly too mutch. Yeay
Ivan Zhuk Gallente 1st Steps Academy Fidelas Constans	Posted - 2010.08.06 18:44:00 - [86] I know this thread is old and doubt yall (GM's) still read it but, why not create a one time survey and put it in the Eve News. Players don't have to complete it but its there and some will. This would be a good way to get real feedback from players and then look at the results. Make it one of those multiple choice surveys. -Find out where pilots play the game (may operate 50% of time in hisec but the 50% in 0.0 is maybe what they enjoy or vice versa). -Pull the whole "how happy are you with this in the game?" for different issues or aspects maybe make it 50 questions. Hell almost everyone has just station spinned for 30 min we can answer a survey =P. --very happy, happy, indifferent, angry, very angry -Maybe at the bottom ask what a player thinks is the single greatest aspect of eve and then the single worst aspect of eve. I think this would be very good and an eye opener for CCP to realize what we really enjoy and really hate about eve. Ive seen plenty of players do surveys for random things or maybe just because they wanted waste our times but atleast I know doing a survey for Customer Service isn't going to be a waste of time and atleast will be beneficial. I think yall should also sometimes distinguish between the CS rep handling our situation and the position of the corporation behind them. For instance no one hates a GM for not reimbursing. We take it out on that GM but in reality we hate the fact that we arent being reimbursed for whatever reason. Anyways that was just my thoughts and I'm personally very glad to see this initiative of answering questions and making the CS team more heard =) Ivan Zhuk Please re-size your signature to the maximum allowed of 400 x 120 pixels. Zymurgist
Pandora's Child InterMind Unlimited	Posted - 2010.08.07 05:13:00 - [87] CCP should look into customer experience management. 1. Use an intelligent third party to conduct your Surveys. This provides honest and valuable communication on the success of any one survey for a given group. 2. Focus surveys on proven customer retention challenges. Target customers who left to identify key motivating factors. 3. Identify causal player profiles and activities vs vested player profiles and activities. Identify and improve or develop those areas that drive customer retention. 4. As you identify different customer bases you will find the best ways to encourage and promote participation in customer satisfaction process. 5. Customers are not unhappy because their ship gets blown up or the game lags out. Customers are unhappy because of expectations not being met. Any survey program needs to have meaningful, measurable and visible results to the subscribing community at large. This would be a start. Accomplishing this is probably not something CCP has enough resources to do effectively and is really best handled by companies that specialize.
ctx2007 Minmatar Wychwood and Wells United Nations Intelligence Taskforces	Posted - 2010.08.07 18:36:00 - [88] No wonder people dont rate your surveys, i was just looking back over a petition i sent to you in january this year over a lost tengu. It was stated that your database records didnot shown anything wrong with the ship. The fact the missile range fell short of its bonuses which it should have had because of the subsystems, i lost the ship. The same thing happened again a month later luckly i noticed this when leaving the station i had just transfered ship from a drake both times, so the tengu had the missile stats of a drake resulting in lack of missiles launch rate and velocity for the range. Too late as that petition had already being closed. So i did not rate the petition because i was so ****ed off at CCP and the outcome of the petition, because i did not get reimburst when there was a fault with the game ctx2007 EVE is a game and a damn good one too
StabHore	Posted - 2010.08.13 23:54:00 - [89] Edited by: StabHore on 13/08/2010 23:55:55 So what do i rate the petitions that idle for a month then just get closed? Also, it would be nice if the responses from CS actually included something outside of a canned reply. It not very reassuring you are getting a fair shake when the reply you get could have been written by someone who doen't even play eve, know what eve is, or anything about the mechanics of the game. I actually was looking over my petitions and have 3 replies that are all the same, word for word, for 3 very different situations (one when the server crashed and I was unable to recover my probes and was therefore stuck in a wormhole for 5 days, 1 lagged out during a mission and didin't warp out when client said it was 'in warp' and lost a ship, and one "grid never loaded after jump in and i got ganked". All have the same canned reply. I'd rather have CS just tell me "I'm closing this petition without reading it, we both know you aren't gonna get anything back, have a nice day" than to bull**** me that he "investigated the issue"
Eventy One Magellan Exploration and Survey Mordus Angels	Posted - 2010.08.14 06:16:00 - [90] My single largest complaint has been when a support GM sends me to this forum to suggest a fix for a bug, or even a suggestion. The support systems IS the first line a player has to identify something is wrong with the game; I'm not talking about complains. So why then does a player have to come to the forums to write up an observation/suggestion only to have it drowned out by 'more attractive posts' never to be seen again. Give the GM some ability to identify petitions that factor into game correction/development. It only makes sense as possibly the GM has seen 100 other petitions just like it, though it may not be worthy enough to survive a day in the forums. I'm actually surprised you were surprised by the GSM's comments support is a bone of contention with the players.



Pages: 1 2 3 4 :: [one page]

COPYRIGHT NOTICE
EVE Online, the EVE logo, EVE and all associated logos and designs are the intellectual property of CCP hf. All artwork, screenshots, characters, vehicles, storylines, world facts or other recognizable features of the intellectual property relating to these trademarks are likewise the intellectual property of CCP hf. EVE Online and the EVE logo are the registered trademarks of CCP hf. All rights are reserved worldwide. All other trademarks are the property of their respective owners. CCP hf. has granted permission to EVE-Search.com to use EVE Online and all associated logos and designs for promotional and information purposes on its website but does not endorse, and is not in any way affiliated with, EVE-Search.com. CCP is in no way responsible for the content on or functioning of this website, nor can it be liable for any damage arising from the use of this website.