Customer feedback survey

[Kinryu]

I was thinking, what if Turbine implemented some form of survey for all of us who play DDO? I think that it's important as a business to understand what your customers want (or don't want). It's also important for them to hear from all its customer base and not just a select few. This is how I thought they could do it.

Periodically, be it weekly or monthly, Turbine could set up a "Take Our Survey" link that would appear on the log in screen. The survey would be linked to your subscription in that you can only complete each survey once per subscription. This way you won't get those people sending multiple responses thus skewing the results.

Having it on the log in screen enables ALL subscribers an equal voice. Having a survey via the forums would not work because only a small percentage of players go on the forums. Basically the way I propose if you play the game you can give your opinion.

Thoughts?

[umeannothing]

I was thinking, what if Turbine implemented some form of survey for all of us who play DDO? I think that it's important as a business to understand what your customers want (or don't want). It's also important for them to hear from all its customer base and not just a select few. This is how I thought they could do it.

Periodically, be it weekly or monthly, Turbine could set up a "Take Our Survey" link that would appear on the log in screen. The survey would be linked to your subscription in that you can only complete each survey once per subscription. This way you won't get those people sending multiple responses thus skewing the results.

Having it on the log in screen enables ALL subscribers an equal voice. Having a survey via the forums would not work because only a small percentage of players go on the forums. Basically the way I propose if you play the game you can give your opinion.

Thoughts?

This game needs all the feedback surveys they can possibly think of no matter how mundane. Turbine seems to have forgotten that the people spending the money are customers, not guinea pigs.

That being said, /signed. I cannot reiterate enough how badly this game fails at customer service, or at least providing good service for it's customers.

Fun game though so far.

[blerkington]

Hi,

I read the forums fairly regularly, and I often wonder how representative the opinions I see there are of the general population in-game.

The first survey I've seen used in this game was the one about the UI a week or so ago. But that survey still suffered from the same problem as gauging opinion by what you see on the forums; if you didn't go to the forums you wouldn't have known about it.

I think Turbine could make better use of the in-game MyDDO function to run surveys on hot issues in the game's development. Along with better communication from Turbine to its players, this could solve a lot of player frustration.

Two points I'd like to make here are, firstly there should be an incentive to complete the surveys, either a chance to draw something big, or a guaranteed small payment in TP or items to complete it. You need something to make sure enough people reply for it to be useful. This would be a good chance to update the lottery tech so it is working properly too, or combine the two things.

Secondly, this isn't about devaluing the opinions of the hardcore players of the game, and in fact it may act to support what some of them are saying.

Let me know what you think.

Thanks.

Hi,

I had a similar thought a little while ago (at http://forums.ddo.com/showthread.php?t=344701 ) but it didn't get picked up. I'm still interested in what other people think about it.

Thanks.

[Memnir]

They have an exit survey...

Just sayin'.

[umeannothing]

They have an exit survey...

Just sayin'.

This they do, and it has done little to improve the game, and it has been around since...............Launch?

[Kinryu]

They have an exit survey...

Just sayin'.

Yeah, they do. I've never been a fan of exit surveys. I know the place I work has one. If you want to retain your employees (or customers in this case) don't look at an exit survey to do get the feedback. Try to work towards providing customer satisfaction before it gets to be an exit survey.

But yes, you're right. That seems to be the only feedback medium that they have (aside from these particular forum threads).