I am only a user of the program and respond to customer escalations. I really enjoy the program but I really wish that the email script that was sent to the customer was a bit more specific on what the customer is responding to. I get our Online order feedback from our customers and many times the customers are taken aback that they get the survey BEFORE they have had their services installed, and they believe that is what they should be rating and must not be clear that they are rating the front line/ website ordering experience. I get these responses regularly.
