This post follows on from my last post about customer satisfaction surveys. I hope to convince you that surveys are a worthwhile addition to your reporting repertoire.
There are (I think) two basic types of customer satisfaction survey:
- Those you take after an ‘event’ such as resolving an Incident
- Those that are taken periodically
Both have a place in a properly organised Helpdesk/Service Desk, but how you use the results is subtly different.
A few do’s and don’ts:
Don’t: Ask too many questions. All you will do is reduce the response rate. Limit yourself to no more than 5 (5 is good because they can often fit on the screen at once – this will lift the response rate, and the survey form will seem smaller and less intimidating).
Do: Keep your questions short.
Do: Phrase your questions in the positive all the way through – you can see how it’s done from the samples below. Don’t ask people to ‘score’ you – it’s not objective. Instead, ask them how they feel about something.
Lets look at some of the questions you can ask for an event based survey (these are straight from the ‘default’ Serio survey for Incident resolution).
- My call was handled courteously and efficiently by the Helpdesk
- I was contacted about my Issue in a timely manner after reporting it
- I am satisfied with the length of time it took to resolve my Issue
- I was kept informed about the progress being made on my Issue
- Overall, I am very satisfied with the way that this Issue was handled by the Helpdesk
Each of these can be answered as follows by selecting from a list
Strongly Agree/Agree/Neutral/Disagree/Strongly Disagree
For periodic surveys, it all depends on what you are trying to measure. My next post will look at what you can do with a periodic survey, ,and suggest some questions. I will then talk about how the results should be examined and interpreted.