David Radcliffe

Emotions of those we serve

This morning I was reading a post by Ben Tilly about addressing emotions in web forms. He has a great idea. Actually, Kevin Hale, the CEO of Wufoo had a great idea.
In the process of trying to fill out a ticket you have the option of reporting your emotional state. Which can be anything from "Excited" to "Angry".
I wonder if this idea could be implemented on any of our member-facing support forms or surveys? I think this idea is rock solid and might help make our members happier. A follow-up survey after the request was completed would check the emotions again. Is the member happy now? If not - we are doing something very wrong. Read it all: http://bentilly.blogspot.com/2010/03/address-emotions-in-your-forms.html


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