Improving Customer Satisfaction


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18-Apr-2018 10:10:00

In my last piece, I talked about Problem Management and how it is often confused with Major Incident management. In fact, while the two are linked, they are very different beasts. However strong your Problem Management, you must be ready for business critical incidents.

When managing an IT Support function, excellent customer satisfaction in your holy grail. But do you know how to track, measure and improve it on an ongoing basis?

Three simple steps to IT Support satisfaction

Tracking and improving IT Support Desk customer satisfaction is an ongoing process. While the SLAs and KPIs might have been set by senior managers, the buck stops with the Service Desk.

1. Survey your users

Post-ticket surveys give you the opportunity to assess users’ experiences. When each ticket is closed, collect information to give you data per analyst, per issue type and more. By tying questionnaires to individual tickets, you'll collect feedback in real-time and can look for trends. As long as your user- group is large enough, these responses can provide meaningful insight.

In your questionnaire, include at least one open question. This helps you to pick up user grievances that you might not have considered. It also gives the user a voice.

Try to keep your questionnaire short enough for users to complete while ensuring you get enough relevant info, these are some of the most useful questions to ask the user.

  • Was the agent polite and courteous during all stages of the investigation.
  • Do you feel the agent understood your issue?
  • If the Helpdesk was not able to resolve your issue during initial contact, did they advise of the next steps?
  • Were you satisfied with the time it took to resolve your issue?
  • Were you kept up to date with the progress of your issue until closure?
  • Were you satisfied with the overall service provided?
  • Please provide any further detail of your experience when using the Helpdesk to log this issue.

In addition to these regular surveys, consider adding an annual (or bi-annual) survey that includes broader questions around systems and infrastructure.

2. Track your KPIs

Questionnaires alone won’t give you the full picture. Set out SMART (specific, measurable, achievable and timely) KPIs that align with your SLA.

Your Support Desk metrics are an excellent resource for:

  • Tracking ticket volumes
  • Identifying trends
  • Checking first time fix rates
  • Identifying problems
  • Foreseeing potential incidents

This quantitative data can enhance the overall experience of your users by giving you the tools to identify areas for improvement. If you are unsure about what you should be tracking, take a look at my previous piece on metrics your IT Service Desk should be be measuring.

3. Communicate & adapt

Set up a regular review for key stakeholders to attend. Aim for a monthly meeting to discuss the following:

  • Reporting and analysis of survey and ticket data
  • Verbal feedback from customers and management teams
  • How you plan to improve customer satisfaction levels
  • If you are hitting goals, consider tightening them to continually improve
  • Discuss changes that pose risks (people, processes and technology)

If you are hitting your goals with ease, consider making your KPIs more ambitious. To demonstrate a commitment to revised KPIs, ensure your Service Level Agreement is kept aligned and up to date.

Now you have a solid process in place for customer satisfaction, just make sure you deliver on those promises and be ready to adjust.

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Pete Canavan
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About the author

Pete Canavan

Pete Canavan is Support Services Director at Plan-Net. An accredited ITIL Service Manager, he has a proven track record in IT with special expertise in the Legal & Financial Services industries.

With two decades in the IT field, Pete has acquired extensive experience in business relationship development, service transformation, project and people management, training and client/supplier relations.

Pete's other passions, besides Plan-Net of course, are his family and football.

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