Superuser Program

[#1]

What's the betting this will disintegrate over time just like PUG?

[#2]

But @jelv, your "why you left Plusnet" post does not help create a positive experience for Plusnet's remaining customers. If only you'd been a Superuser, you could have sent that message down some special pipeline for the right people to see, rather than post it to the public forums for everyone else to see.

Whatever benefits there might be of being a Superuser, the price, of selling your soul to Plusnet, a.k.a. being a brand advocate, is not one I'd be willing to pay, even if I could do a passable imitation of the other requirements.

[#3]

Och well 4 out of 5, so I can't apply 😉
The 1st one gets me as well ejs. Even though I have been here for longer than I care to remember! Even been on some PN trials (that I can't mention ;-))
Most boards will approach YOU rather than the other way round.

[#4]

I've commented elsewhere when this idea was first disclosed to the community test team. The essence of those comments was that to be a brand advocate one would need to see PlusNet fixing the long standing well known issues. I was given to understand that the super user channels would have the opportunity to get that clearly communicated.

Whilst in principle I think this is s great concept (on the basis that super users are 'invited' in the same manner as bright sparks were) I am not yet quite getting how superusers delivering the message to the decision makers will have any more impact than the message being delivered by the best of the PN support teams. Most of us know the names of the heros ... I get the impression that they are as frustrated as the customers over many of the well known long standing issues which have not been addressed.

That said, if @LouisaMartin believes that direct messages from respected users will make a real difference then we should support the idea and give it a try. What is there to be lost? We might actually make a difference.

However PN I will not compromise honesty and integrity to be an advocate of something not worthy of being advocated. Fixing the issues ought to make this a non-issue.

[#5]

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@Townman wrote:
What is there to be lost?

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The time and effort you put in.

[#6]

For those who already make a marked contribution to the life of the community and support others (such as yourself) I doubt there would be much additional effort. Rather I hope super users would know exactly who does what and will therefore be able to point specific issues to the right resolution channel ... as happens now albeit on an informal basis.

[#7]

I believe super user or Not ,, Plusnet should listen to customers on here !! 

Obviously they never had before so there is no reason to think they will listen to any super user 

[#8]

@Townman,

Interesting post.

I've commented elsewhere when this idea was first disclosed to the community test team. The essence of those comments was that to be a brand advocate one would need to see PlusNet fixing the long standing well known issues.

My thoughts exactly! .

I was given to understand that the super user channels would have the opportunity to get that clearly communicated.

That said, if @LouisaMartin believes that direct messages from respected users will make a real difference then we should support the idea and give it a try. What is there to be lost? We might actually make a difference.

I am not yet quite getting how superusers delivering the message to the decision makers will have any more impact than the message being delivered by the best of the PN support teams. Most of us know the names of the heros ... I get the impression that they are as frustrated as the customers over many of the well known long standing issues which have not been addressed.

Maybe superusers will feel more free to deliver the unpalatable message. Whether they listened to?, well that's a different story...

If it really can make a difference ( and it's a big IF! ) then it perhaps ought to be be given a chance. 

[#9]

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@LouisaMartin wrote:

We feel you guys are the best to put that across in your words, direct to the people who make decisions.

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Just book an away day for the senior decision makers and workshop this 1 thread https://community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/m-p/1389353

That will give them food for thought and enough action points for a five year plan.

[#10]

@SpendLessTime 

[#11]

@LouisaMartin, @Bergstien - Looking at the additional posts it would appear that the Super User program is a good idea, but with the caveat that Plusnet approach the users. It has been mentioned that there is a list of interest so you have somewhere to start, as I don’t know what actual response you have had so far as ‘applications’ go then I think that the ball is now in Plusnet’s hands.

If you are only going to wait on user applications, including those on the 'list' and these are not forthcoming then you will never know the reason why. Even if the party approached declines your offer you will at least have a better understanding as to why and a better view of the value of the program as a whole. 

[#12]

An interesting sideways look at the proposal?

If we take this section:

........ behaviors we’d expect our Superusers to follow.

• Be an advocate of the Plusnet brand

• Be helpful and supportive

• Be friendly and approachable

• Willingness to share your knowledge

• An avid and active forum user

and then reflected it as requirement on the Management team - How well would THEY score?

It's a great idea and worked well in the past with PUG, but without active and committed senior management involvement it will struggle to achieve much.  I'd really like to see some interaction from Andy Baker within the Forum occasionally; to see some plan of action to address the well publicised list of known problems with the current service for example as a demonstration of commitment to listen.

I sincerely wish the proposal well and hope that it does have a successful launch, but so far it looks more like "Window dressing".  i hope to be proved wrong

M

[#13]

it would be interesting to hear what Andy Baker has to say, or any manager who would dare to come on here and explain the present webmail debacle !

[#14]

Froth and bubbles!

Seems to me be a easy inexpensive way of filling the short fall for lack of staff help. 

I still don't see why it took over a week for a question to answered on here by staff, yet I got a response on facebook within 20 minutes. 

[#15]

@Anonymous

Next week I'll contact through PM the people who I wrote down initially as users I think fit the bill. That then gives people the opportunity to say 'yeah, I'm up for that' or 'no thanks, not my bag'.

I'll give it until after Easter for people to actively throw their hat in the ring for consideration...I've already had a couple of users on this which is good.

Then we'll make an announcement.

Just to be clear, we're not looking for Plusnet 'Yes Boys or Girls', we want people to push back and challenge us. We have a rough number in mind, but I won't be held to that if we have more people fitting the bill and willing.