Why the fuss? It’s a simple question.
How satisfied are you with your recent experience?
Not very satisfied, it would seem. Done 
.
Obviously.
The problem is, it’s the wrong question.
And it’s the wrong question on so many different levels, if only because it shows how unorganized (being polite here) they are, which bodes ill for their customers (I’m part of, and thus somewhat concerned). Note I chose to laugh about it.
I think the average on-line consumer is probably fed up with automated customer satisfaction surveys*.
If one must do it, at least it should be configured properly so that the question is only asked once the ticket has been closed or the service delivered. Asking the customer when you haven’t yet given any non-automated response at all is indeed ridiculous and won’t do your customer relations any good.
* - Maybe I should do a survey.
Got another survey today: Suddenly my phone made a loud sound and I had a Fairphone notification saying “We would like to have your opinion”. Clicking on that notification sent me to a survey website, but due to NoScript it didn’t work (blank page), and even after temporarily allowing it, the page remained blank.
Oh well. It’s not like I had anything to tell them, Fairphone support hasn’t answered yet.
You spoke about digital illiteracy in another thread, it goes both ways. Fairphone (well, the people managing this specific aspect) are clearly digitally illiterate. It shows in their lack of understanding of the process, and in this case in their bad choice of tools.
But they will insist, in hope of some “well done, we love you!” statement they could brag about later on (“104.6% of our users are simply ecstatic about our support!” 
)…
I wholeheartedly disagree, @KurtF. NoScript is an incredibly powerful tool with very restrictive defaults. That’s why it’s included in the Tor Browser by default. If you blocked scripts from operating, you should have expected the page to break. JS is part of the web as much as HTML is, and static HTML+CSS is simply not a feasible fallback when most pages use complex JS. We can’t develop in multiple languages simultaneously for every function just for your incredibly small group of people who disallow JS by default.
No matter how much you protest, that is and always shall be reality until the technologies used for the internet fundamentally change. But I doubt or I shall be around for that.
The issue for KurtF presumably wasn’t that the site broke due to NoScript.
The issue is that even when he enabled it, the survey didn’t work.
Oh, gee. How embarrassing. Thanks. XD
As @loseyourself pertinently guessed… 
To be honest, this doesn’t really change my point. Regardless of whether or not this is the case, to the untrained eye it makes it look like this person has some “official role” within the organisation, and if this isn’t the case then perhaps the company would do better to appoint more community members in positions where they can go between users and the development team and actually have some power to change things rather than spending their resources on other ventures to expand the facade of the company in ways that are powerless to actually address the core issue of a complete disconnect between the priorities of the development team and the needs of the users.
This may be as simple as giving these “Fairphone Angles” a way to actually speak to the development team and listening to what they have to say.
the aim of my post was to clarify the confusion. I would argue that it is also up to the user to educate themselves about the forum roles.
As far as I know, the company is not appointing or deciding any community roles on this forum. if someone wants to be an Angel, they voluntarily offer their expertise.
if you are not happy with the Fairphone as a company, and want to use the community forum as a space to express your dissatisfaction, that is absolutely fine with me. I would appreciate though acknowledging the official established channels to report issues (via the support). I also object to the idea of Angels being told what they should or should not be doing.
While I, as always, generally agree with @Meaghan , I think Fairphone is missing an oppotunity, when it comes to connecting with its userbase. We now have a single employee from Fairphone here with @Fairphone_CM , but frankly, this is too much a burden for a single person. I am also obviously unsure about it, but my impression is, that there is not much communication from our CM to @Angels or @moderators . This could be greatly improved and I guess we would have a few people here who would volunteer to get more involved with the CMs work and become semi-official.
Angels are here to help locally, many are not at all active in the forum.
Overall this has been discussed before (in circels) so I just copy what I said before to this
Btw as this was off topic in the update topic I moved the discussion
I totally agree @yvmuell and I don’t want to push anyone into anything. But I think that Fairphone should consider Community Assistants, volunteers that are more involved and if necessary legally bound to some rules, who have some insight into Fairphone without being a paid employee.
Burden? Assuming she is a Fairphone employee (which, to speak in the name and on behalf of Fairphone she must be), and assuming a reasonable 10-hours work day (40-hours week), she is definitely not very present in this forum, is she. Maybe she is more active on the social media, but I would expect at least a comment (not necessarily an official statement) a week, especially in crisis times, something along the lines of “I’m here, don’t worry, Fairphone hears you and cares about their customers”: Let’s at least pretend Fairphone cares about their users.
Right now she only posted half a dozen (maybe more) marketing announcements, and refused to reply to any question coming from the Great Unwashed. So, allow me to doubt this is “too much of a burden”. She’s just another temp marketing mouthpiece like we’ve seen appear and disappear in those last years, most likely doing this “community manager” thing part-time, just appearing when she has something positive to announce and simply disappearing each time uncomfortable questions arise.
Oh and please, spare me the old “forum users are sooo negative” nonsense: It’s like saying policemen are justified to stay at home because there is too much criminality out there… Lack of empathy and communication creates the negativity. The current negativity is 100% Fairphone’s doing: Instead of (at least pretending to) understand the users, the victims of Fairphone’s countless blunders are just chastised, silenced, told it’s their fault, or that others don’t have that problem so there is no problem. A number of forum users have specialized in this despicable behavior, so don’t wonder if the masses end up becoming hostile. Kick a dog, and it will eventually bite you.
.
TL;DR: It’s in the hands of Fairphone to decide if they want to be loved or hated, if they want to be known as a scam which promises things it never really delivers, or a honestly trying company with a vision.
Their marketing department (which is clearly not living in the real world) has not yet really understood that wooing new, potential customers also passes through keeping happy the lusers who already paid their money: It’s the owners of a Fairphone gadget who make or break Fairphone’s reputation, not some breathless marketing panegyrics. So, Fairphone, fire your clueless marketing department and with that money hire some more techies, and your sales will skyrocket. Customers past and future want results, not promises we know will never be kept.
Assuming that didnt change…
I don’t think so. I think it’s a question of priorities and time given to the employee dealing with the forum.
Of course, ideally there would be another person appointed as a stand-in in case of absence.
Known to many Fairphone users, the /e/OS forum acts as proof this can be done much better. Murena don’t get everything right (who ever does?), but they hit near bulls-eye with what they let Manoj do over there, and Manoj deserves a ton of credit for what he does over there, just have a look …
https://community.e.foundation/u/manoj/activity (activity, also note the frequency)
https://community.e.foundation/tag/development-updates (weekly development and testing updates)
We can argue about how many hours @Fairphone_CM is or should be working a week and how much time this position is allowed to or should dedicate to the forum, but this was not what I intended to say.
So kudos to Manoj at e, but I am sorry for him.
I said burden, because I think that it is not easy to almost entirely work on complaints and that it might not be a super cool job to endlessly crawl this forum and do nothing else.
But what I really tried to say is, that there is not enough official feedback from Fairphone and that a cost reducing way would be to give special volunteers official information and access.
Maybe it is time to realise, that a more or less strict ‘community forum’ does not work.
At my company, customer service agents are only employed part-time with the reasoning that nobody is able to sustain such a job at 40h/week for a prolonged time. And to me, social media/forum management falls into the same category.
I agree that the situation might improve if there was more than one person appointed to the role here, even if Manoj shows that it’s possible to do this as a one man show. Kudos to him.
But from my perspective also kudos to Lotte who from my point of view is doing a better job than we used to see here for several periods of time in the past. Sure, some posts could be seen as marketing blabla, but then, what do people expect, really? I mean, asking for “I’m here, don’t worry, Fairphone hears you and cares about their customers” in my eyes is just asking for marketing blabla. It’s a game that can’t be won.
By the way, I sometimes find it funny that people complaining on the forums are so sure of themselves and what obviously must be going on behind the scenes and at the same time lack the imagination that Angels/Moderators/Beta Testers actually do communicate with FP staff and raise the same concerns that are voiced in the public topics. 