I Hate Dialysis Message Board
Dialysis Discussion => Dialysis: Home Dialysis - NxStage Users => Topic started by: Roadrunner on April 17, 2008, 05:39:39 AM
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Has anyone taken the survey at NxStage? You are asked to requested to ask for the survey after you talk to the tech.
By the time I finish talking to the tech I no longer remember to ask for the survey especially if it was a critical call. All but one time I had a tech almost immediately. Don't you think they should have the tech or Customer Service person ask you at the end to take the survey? Probably they wouldn't ask if it was a troublesome call.
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When you call the toll-free NxStage number (1-866-697-8243), you will be invited to take a brief, automated survey after the conversation with Customer Service or Technical Support is concluded. Four questions are asked regarding:
Satisfaction with the length of time to answer the call
The Specialist's professionalism and courtesy
Ability to provide information/handle the call
Overall experience with NxStage Support
The caller will rate each question on a scale of 1 to 5, where 1 means "poor" and 5 means "excellent", using the key pad on the phone. The survey will take approximately one minute to complete.
This just started on Tuesday, April 1. The purpose of the phone survey is to get immediate feedback on the responsiveness, courtesy, and knowledge of the Customer Support Specialist or Technical Support Specialist, so NxStage can improve its service to customers.
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I did the same thing - forgot all about a survey by the time I got off the phone. It's not like I'm calling them just to pass the time, anyhow. If I've dialed that number, it's because something went wrong!
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Same here, I was also told by the tech at the end of the call that I should have called my nurse instead, that he helped me because I needed it at the time, but to only call for machine problems. (I had switched my A & V lines and when trying to return blood it all backed up in the saline bag and I was frustrated and called to try to fix it before I had to do a manual rinseback, which i had to do anyway.) Nice way to end the call... I wish I would have remembered the survey then!