There were two cycles of the following*: I called to try to make a reservation. First, the voice recognition didn't work - at all, couldn't hear me - until I reached the point when it asked me if I wanted to participate in the survey. Then it worked. Then, after it rang twice for a CSR, it went dead and I got, instead, the survey.

Just to this latter point, I'm pretty sure that CSRs can see if a customer has opted into a followup survey in most cases where this feature is available. It's part of the ounce of prevention purpose of the feature. I just wonder if the CSR who "answered" (not) saw that I had opted in, and decided, "a feedback survey call not answered is better than the risk of a negative survey". So I, thinking that just their "answering" was recorded and triggered the survey, answered all the questions. If so, that CSR did not fare well...

Thoughts? Thanks.


* And yes, I'm about to try again, using the touch tone option. (Persisting with phone reservation because it's an award with a stopover.)