Customer Satisfaction Surveys

New Customer Satisfaction Surveys

We have now created a new Customer Satisfaction Survey which allows SerioPlus users to collect information from Resolution Issues based on a 1 to x score. A sample of the vanilla version can be seen below.

Customer Satisfaction Survey (score based)

This new Customer Satisfaction Survey type may be used alongside the pre-existing Customer Satisfaction Surveys which are based on a qualitative response type (e.g: Strongly Agree).

Customer Satisfaction Surveys – Interpreting the results

This post is another in my series about customer satisfaction surveys – you can read the last here (it has links to the others).

If you’ve started using surveys, you need to think about how you will access the data gathered and interpret the results.

Firstly, who should interpret the results? For me, this falls under the remit of the Service Level Manager, whose job it should be to identify unacceptable customer service. If you don’t have a Service Level Manager – why not?

Customer Satisfaction – how to you measure up? (continued)

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:

Customer Satisfaction – how to you measure up?

Service Level Agreements (SLAs) are watched quite closely by those involved in IT Service Management (especially Service Level Managers) but, important as they are, it does not follow that good SLA performance leads to satisfied customers.

Definition: I’ll define customers carefully – all users of IT services within an organisation, rather just senior managers and budget holders.

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