Frequency of assisted support case surveys
Hello all - How frequently do you conduct your assisted support case surveys? We have recently standardized from 3 different methodologies that were legacy practices from acquisitions. One system surveyed following every support case, another system surveyed the same customer no more frequently than every 2 weeks (if more than one case from the same customer closed within 2 weeks, they are only surveyed once), and the third system surveyed the same customer no more frequently than every 30 days.
We did some modeling that suggested the "sweet spot" was every 2 weeks. But we are getting some concern expressed from those aligned with the 'after every case' system. And the 'no more frequently than every 30 days' group has concern about after every case a customer closes.
Does anyone know of available research/best practices>? What does TSIA have to say?
Thanks in advance for your insights.