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EVE Online: The Unhappy Customer Project
SBFord
Former Associate EditorMember LegendaryPosts: 33,129
The EVE developer blog has been updated with new information about the so-called Unhappy Customer Project. The blog goes into a bit of detail about the petition process and even acknowledges that there have been some problems that the team is working to improve. The UCP is designed to streamline the process and turn unhappy customers into happy ones.
Before starting the Unhappy Customers project we were doing regular quality audits as well as using the escalation process and organic peer review to locate and fix mistakes. But we wanted even more overview.
The first challenge we faced was finding a way to proactively spot mistakes in petitions that are neither escalated nor reported to Senior or Lead GMs. As we receive approximately 30 thousand petitions every month, manually going over each one was not an option (not one we‘d want to bill you guys for, that‘s for sure). It didn‘t take much deliberation on our part to realize that the rating system which we‘ve already got in place could be used as a way to spot potentially mishandled petitions by simply looking up the petitions rated poorly by our own customers.
Read the full blog on the EVE site.
Comments
I've always got some-what timely responses from my petitions, however I have come across some un-professional and rude GMs.
...yes, about those rude GMs.....
Exploits by players, and reluctance from the GM's or Devs to rebalance it,
I find that one of the most obnoxious things about Eve Online is the players...
Welcome to MMOs?
If GM had kept up with technology like the computer industry has, we would all be driving $25 cars that got 1000 MPG - Bill Gates
Do gatecamps count?
gatecamps are part of the game.
but from my 20 or so petitions in 3 years i have had no problems and most of them have been awnserd in under 20min.
If you want to take the obnoxious players out, you can always give X3:Terran Conflict a try. No subscription fee. No players to bug you. Lots of space to claim, stuff to shoot and things to trade, build and manage. Oh, and you actually get hands-on control of your ship. It's, IMHO, the better game if you don't want to interact with other people or pay a sub.
I'm a big ol' fluffy carewolf. Be afraid. Be very afraid.
EVE has one of the better playerbases as far as i've experienced.
"Come and have a look at what you could have won."
I remember when I was much younger and new to MMOs, I always thought "petition" meant to suggest dieas for the game. You know, make a "petition" for new features. Oh, to be a noob again. It was answered in about 10 minutes with a "What are you doing?".
In other words, they had petition rating system but never used that until a month ago.
Whole blog has a "There, we done it, even if it was so insignificant, we've done it because you whined, happy now?" feeling to it.
The biggest problem that I see with this is that the vast majority of players don't bother using the petition rating system. To get a better picture of overall customer satisfaction, there should be some way to get the players to fill out the rating form, perhaps with a small reward such as 10,000 SP.
~ Adder ~
Quick, Silent, Deadly
Good Idea.
I know for a fact most people are very pleased, happy and genuinely surprised when they receive great customer service, and tend to try to thank their helper as best they can. Rating the service highly is one part of that.
Reviewing the "service rated low" petitions is a great way to find out where you are failing customers.