Customer Service Suggestion: Cancellation Feedback

[Aredhel]

Good ol' SoE!

I'm not planning on cancelling any too soon. I have this crazy idea that I want to give Sigil a chance, and that means more than just 2 months into the game! More like a year, anyway! Or 2 or more...we'll see.

[Venti]

Wasn't much choice in my decision to cancel. I'll probably be back in a couple of months after I get my RL repaired.

[Naiya]

well.... it's a step in the right direction right? at least there is a questionnaire now

[Sigurd]

Sorkvir,

I agree with you on feeling a questionnaire of this sort is needed. Of course the majority of replies (maybe I am too bleak) will be joo suxxorz and too hard to level / too easy to level sort of things but even if only 10-20% offer concrete and non vitriol reasons, a company can gain alot of insight on what MAY need to be addressed (what is unacceptable to some, may be part of the design goals of the application and wanted by others - or it could be a flaw visible to many) and perhaps help in prioritorizing.

Before becoming a developer, I spent over a decade in retail (electronic and later computer sales) and you learn to value what is wrong nearly as much as what is right. Most people will tell you they like something or your service etc, but for every one that tells you there were unsatisfied, 10 or more others left or stopped coming without any sort of feedback and therefore leaving you to guess at how to improve their experience. Sometimes it isn't obvious.

That all said... DUDE - you have been a constantly enjoyable read here and you have helped me a few times via posted or emailed reply. I just wanted to thank you on my behalf and also on behalf of those who may not read your post for a while but have also benefited from your helpful posts/comments.

It's a bit late - but as you probably know from another there, RL has me barely able to check web (at work atm) due to the early birth of my son and future (ummm Vanguard 2? heheh) MMO pardner

[Aredhel]

He's not gone. He just thinks he is!

And, Venti...be well and return when you can. You can stay in touch here!

[Ysharros]

Originally Posted by Naiya

well.... it's a step in the right direction right? at least there is a questionnaire now

It is, but as I recall from cancelling my own SWG and EQ2 accounts, the questionnaires are (or were 12+ months ago) heavily biased in terms of the answers you could choose. In many cases I had to go with a "best approximation" answer that wasn't really what happened, and in some cases there wasn't anything remotely like what prompted me to cancel.

I realise you can't give people total free rein in cases like this because for one, free text is so much harder to parse. Still, I distinctly felt as though I was being channeled in one direction or another, and that the surveys I filled out didn't give a particularly accurate picture of why I cancelled.

As for Sork -- he's like the parrot, he's only resting... pining for the fjords!