Write a letter - send it to lots of people and ask them to fill in a survey. Don't proof the letter and let all the call center answer why ???
I don't want to say too much about this, lets just say today was a huge uproar to a communication that was not well thought out. from 1-5:00pm we received almost 300 calls- almost as many as a heavy day during open enrollment.
somedays you just have to laugh