4Q needs to listen to the voice of the customer

So on Feburary 1^st I signed up for 4Q based on the recommendations in Avinash Kaushik’s book Web Analytics 2.0.

So, I signed up.

And I wait and wait…

Two days later got an email – my account has been approved.  Great – I can take this puppy for a spin.  I simply install the line of
code in my template.  Change the sampling
rate to make sure I get asked to take the survey.  This is sweet.  I can’t wait – it’s like Christmas. I visit
my site.  The dialog box appears asking
if I can take a small survey. 
Perfect!  I click “YES”. 

Bad Request.  Invalid Host name.  Crap.

No problem – there is a community.  I will post there and they will help me.  Hmm…someone else is having the same problem.  Well, I will just add to that thread so 4Q knows it’s not an isolated issue.

And I wait and wait…

Alright I need to get someone’s attention.  The forum offers a way to tweet the thread.  I’ll tweet it to 4Qsurvey.  Brilliant!

And I wait and wait…

What?!?  An e-mail from the Community Manager at 4Q, asking if I’m having problems.  Is he joking?  Does he not pay attention to the community he manages??  I’ll just simply reply to his message, point
him to the thread and that will get the help I need.

And I wait and wait…

Finally, a post from someone in the forum – tech support is on it!

And I wait and wait…

I’ll post asking for an ETA from tech support.  Some seconds it.

And I wait and wait…

WHAT??!!?!  Another email from the Community Manager?? He’s noticed I don’t have any survey data after signing up for an account a week ago. Now he points me to point me to a
blog post extolling the virtues measuring of task completion.  I think this is called irony.

What I have learned is that iPerception and 4QSurvey needs to reflect on there processes and how their product is supported.  I realize it is free and there may be growing pains but they need to communicate and listen to the feedback coming from your
clients.  I have tried for 7 days to
complete a task.  I have asked for help.  I have been patient. 

I finally completed a task by creating a new survey.  No one told me to – I just though I would try.  

I wonder if Avinash Kaushik is really sure about the arrangement he has.  I think I will make sure he knows what is going on.

For reference:

http://community.4qsurvey.com/forum/topics/help-getting-bad-request