Customer Satisfaction is a funny thing. This service is offered to help IT Departments or Managed Service Providers find out exactly how satisfied their customers are.
There’s a number of methods that we can employ to gauge customer satisfaction this including:
- Per-incident electronic surveys
- Strategic electronic surveys
- 1:1 Customer Feedback Sessions
- Employee Feedback Sessions
Of course, many people prefer electronic means – however, I prefer the personal touch of actually reaching out to a customer and asking them a few direct questions such as “What is working well” and “What isn’t working so well?”.
From here, we can paint a bit of a picture on what we need do to improve service delivery. It could be something as simple as improving the way we talk to customers – or something as complex as a top to bottom service improvement plan encompassing all aspects of your organisation / service delivery team.
If you need a bit of help with this, feel free to reach out to me using the Contact menu link above.