Overview
The support interaction survey is a direct feedback channel that allows you to share your experience and satisfaction with a specific case. The survey appears automatically upon closing a case in SAP for Me or is sent via email for auto-closed cases.
Benefits of Providing Feedback
- Share your assessment of SAP’s support quality for the case and its solutions.
- Indicate the level of effort required to resolve your issue.
- Offer additional feedback through open-text responses.
- If you provide a low rating on the customer effort question, you can request SAP to contact you for further discussion.
- SAP reviews your feedback, ideas, and suggestions to drive improvements where feasible.
Accessing the Survey
When a case is resolved in SAP for Me, the survey will appear as a pop-up when you confirm the case closure. Please respond to the questions regarding your experience with the case.
Once you have completed the survey, click Submit in the lower-right corner.
Your feedback is invaluable in enhancing the customer experience. We strongly encourage you to complete the survey for every case you close, as your insights help shape improvements in our support services.
Our support managers actively follow up on all individual feedback, with special attention to any instances of low customer effort scores—provided the customer has expressed interest in engaging further. They reach out with empathy and curiosity to understand pain points and uncover opportunities to refine our support processes. This approach helps us continuously evolve and ensures our customers feel heard and valued.
Conversely, we celebrate positive feedback as a vital part of our culture. It allows us to recognize and elevate outstanding talent within our teams, fostering a sense of pride and reinforcing high standards. By highlighting these successes, we cultivate role models who inspire excellence across the organization and reinforce our commitment to customer satisfaction.