Assessment References
Aligning customer perception and satisfaction is paramount to the success of any support operation. It is the customers' perception that, in the end, defines whether the Service Desk is meeting their needs,rather than availability statistics or transaction rates. Satisfaction surveys are an excellent method of monitoring customer perception and expectation and can be used a powerful marketing tool. However several key points should be addressed to ensure success:
- decide on the scope of the survey
- decide on the target audience,
- clearly define the questions
- make the survey easy to complete
- conduct the survey regularly
- make sure the customer understand the benefits
- publish the results
- follow through on survey results
- translate survey results into actions.
How often surveys are taken is a business decision, based on the rate of change within your organization and other business drivers. To monitor satisfaction on a daily basis at source, your request closure process should be used for a detailed customer satisfaction response on specific applications, customers or services. To improve the speed of data capture and reduce the resource needed to analyze survey data, the usage of electronic based surveys should be considered.
Target Audience
It's important to define clearly the target audience for any surveys and the scope of the questions. For example, the questions you would ask of an accounts clerk in relation to the stability of the service provided would be different from those you would ask of an accounts director. From the clerk's perspective, their printer was unavailable 'several' times during the month, whereas the accounts director was only concerned that, at month end, he or she was unable to produce customer bills on time, which resulted in a financial loss,
Source: ITIL Service Management, Section 4.4.8