Archive:Volunteering:Email response statistician/definitions: Difference between revisions
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* A reply from the customer saying he or she understands and is able to continue his/her work; |
* A reply from the customer saying he or she understands and is able to continue his/her work; |
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* No reply from the customer, but the response was polite, adequate and enough informative – perceived by the researcher (as opposed to the general “send someone of empty-handed); |
* No reply from the customer, but the response was polite, adequate and enough informative – perceived by the researcher (as opposed to the general “send someone of empty-handed); |
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== perceived success == |
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Definition of '''perceived success''' as it relates to boilerplate-responses: |
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Every template-message should (almost) exactly answer the customer’s request. If boilerplate messages are used that do not address all of the customers questions, their perceived success (judged by the researcher) is low. |
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Every template-message that answers questions precisely achieve a high rate of perceived success, as do template-messages with hand-written customizations by the agent. |
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Revision as of 18:48, 30 June 2009
This page is a supplemental page to the Volunteering:Email response statistician application.
good response
A good response is a response that either has:
- A reply from the customer saying he or she understands and is able to continue his/her work;
- No reply from the customer, but the response was polite, adequate and enough informative – perceived by the researcher (as opposed to the general “send someone of empty-handed);
perceived success
Definition of perceived success as it relates to boilerplate-responses:
Every template-message should (almost) exactly answer the customer’s request. If boilerplate messages are used that do not address all of the customers questions, their perceived success (judged by the researcher) is low.
Every template-message that answers questions precisely achieve a high rate of perceived success, as do template-messages with hand-written customizations by the agent.