Method 1

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Method 1

Post  Admin on Thu Jul 23, 2015 3:54 pm

Please submit a ticket via the FAQ and describe the different steps you took.

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SCENARIO 4 - Method 1

Post  Joanne I on Tue Aug 04, 2015 1:33 pm

Hi Fabien,
I signed into My Survey as normal and clicked on My Account to be taken to the Help Centre screen. I selected this option and scrolled down to the Survey sub-heading and clicked on "What should I do if I completed a survey and did not get my reward points for taking it?".
This showed comments advising me that surveys can take a while to upload so please wait a month before taking the matter further by contacting Emma with order number details etc.
I selected thumbs down as this did not answer my query properly. I was then given more options so selected the default ticket form to forward my comments advising I had waited approx. 5 weeks and still not received. I was then advised my request was successfully submitted and to wait for an email response. I was also shown a summary of my previous & outstanding search requests. This was straightforward however I would have liked to see another option maybe stating no points credited - after the recommended month time scale. I will email you the images for this method before proceeding with the remainder of this scenario. It still bugs me that you have to enter survey number rather than just advise description/subject or approximate date. However understand this is normal process so would have check my deleted emails or list of projects first (as method 3).

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Re: Method 1

Post  fabiani23 on Tue Aug 04, 2015 4:17 pm

@ Joanne I Today at 1:33 pm

Hi Joanne,

thank you for your detailed description. Yes I totally understand that having to remember the survey number can be a bit time consuming but trust even when you would usually write to Emma if you can include your survey number in the subject line that would speed up things a lot : )

PS

Thank you for taking the time to share your great expertise!

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Method 1

Post  Jessica R on Tue Aug 04, 2015 7:21 pm

I have to say I am a little relieved we are on the final tasks. This project has been so time consuming and after just spending 20 minutes unable to log in, for no apparent reason, I am ready to say goodbye to the helpcenter for now!! I am curious as to what happened with the other members as it only seems about 4 of us took part. Anyway, I hope the work those of us who participated have done will be helpful in developing the helpcenter and making submitting queries easier for other members in future.
Anyway, here we go for the final stretch...
1. I signed in as usual then reached the Helpcenter via FAQ. I am a little confused as the instructions don't give any detail, so I'm not sure what the ticket is about, so followed Joanne's lead!
2. I scrolled down to the Surveys section and selected ' what should I do if I completed a survey but did not get my reward points'
3.I read the explanation then selected thumbs down to enable me to submit a request.
4. This led me to the default ticket heading which I selected.
5. As we have done every time, I completed the form with dummy info and clicked submit. As always, I could tell it was successful as appeared in my list.
There is nothing different I haven't already mentioned when we have completed this exercise previously  so no further suggestions.
Screenshots will be emailed as usual.


Last edited by Jessica R on Wed Aug 05, 2015 7:40 am; edited 2 times in total
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Method 1 - Submit ticket via F&A

Post  Nikki Hurry on Tue Aug 04, 2015 9:38 pm

From MySurvey main page, I scrolled down to the bottom and clicked F&A as showed in (Method1 Photo1)
Once on the HelpCenter page. I decided to scroll through all the sub sections of articles to find out my query on why I didn't receive points on a survey I had just completed. I ignore the fact that it was in the "recently viewed articles" section as showed in (Method1 Photo 2) due to previous scenarios requests. However do find this useful if you need to look back at information you have needed.

Going back to the search, I decided to scroll through the articles. Found this time consuming as was going back and forth through the sub sections. When I had entered a sub section for example "Survey", selected the article link "I had not received my points" and found that it was the incorrect one, I did find that selecting the link MySurvey UK that it would take me back to the HelpCenter page as shown in (Method1 Photo 3)

After returning to the HelpCenter main page, I scrolled down to "Rewards and Redemption" I selected see all 26 articles (Method1 Photo4) I then found my wanted article. I then selected this article (Method 1 Photo 5) which took me to full explanation (Method 1 Photo 6) I then pressed the thumbs down button. I then selected from the options "I have a problem with the incentive of a survey" (Method 1 Photo 7) I then completed the ticket with information (Method 1 Photo Cool and then pressed submit. I do agree entering the survey number can be hard. I personally don't always get emails, as I log on MySurvey throughout the day and don't always log down the survey number. So this can be quite annoying and have lost out on reward points before because of this. However have seen that on the 1st main page of MySurvey we do now have a list of all our recent surveys and you can report any problems from that page as shown in (Method 1 Photo 9) this would save time regarding this particular request by not going through the Helpcenter to submit a ticket. This will certainly stop any missing rewards.

Another way I would submit a ticket would be by again going to the FAQ link and instead of doing any searches. I would click on My activities (Method1 Photo 10) which then took me to the option of "submit a request" (Method 1 Photo 11) this "submit a request" needs to be bigger as could easily be missed. I then selected this and it took me to the page of the ticket, filling in the category, description and category survey points - same as (Method 1 Photo Cool Again same problem with survey number as above.

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cont

Post  Nikki Hurry on Tue Aug 04, 2015 9:39 pm

Sorry didn't mean to put this emoticons Cool it is Method 1 Photo 8. Very Happy Very Happy

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Waste of time

Post  Mary Bailey on Thu Aug 06, 2015 10:24 am

We have already been through the process of submitting tickets via the FAQ, several times. I can see no point in wasting my time and broadband allowance on pointless repetition.

Sorry, I don't mind helping with this sort of project as long as it remains worthwhile and there is something new and useful to do. I suggest you check out my previous replies on raising support cases via the FAQ. They answer this question.

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Re: Method 1

Post  fabiani23 on Thu Aug 06, 2015 3:26 pm

@Jessica R Aug 04, 2015 7:21 pm
Hi Jessica,

Thank you for your post again. I’m sorry to read that your login process took you so long, but I am glad that know you managed to complete the final stretch.
We are aware that the instruction for this last scenario were not at all very detailed but that was due to the fact that we wanted our experts to feel free to browse and use the Help Centre at their own will.
Beside as I have already mentioned in one of my previous reply even though it might seem time consuming and boring ...the strength of testing is in repeating a previous task, both when there are issues and when everything goes all right.
The system needs to work each single time and that is why we ask to perform a task one more time. Like a car that has been tested multiple times before it goes on sale likewise the Help Centre has to be fully operational for all the different kind of future users.

Thank you for you the efforts you have put into this and for all your useful suggestions.

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Re: Method 1

Post  fabiani23 on Thu Aug 06, 2015 3:33 pm

@Nikki Hurry 04/08 09:39 am

Hi Nikki,
Thank you for your post and for your suggestions.

I see your point when you say that entering the survey number can be a hard task but trust this makes things a lot easier on this side when we want to give you all the help that you deserve.

Thank you so far!

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Re: Method 1

Post  fabiani23 on Thu Aug 06, 2015 3:40 pm

@ Mary Bailey on Aug 06, 2015 10:24 am

Hello Mary,
thank you for your honest and straightforward post.
As I have already said we are aware that the instruction for this last scenario were not at all detailed due to the fact that we wanted our experts to feel free to browse and use the Help Centre at their own will.
Beside the strength of testing is really in repeating a previous task, both when there are issues and when everything goes all right.

I want you to know that your help and suggestions like the ones we got from the other fellow-experts have really meant a lot to us and I can assure you that they will improve this helpful tool for all our members.
Thank you!

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Re: Method 1

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