Retain Customers By Measuring Satisfaction

The key to retaining customers is keeping them satisfied. To do that, you must go beyond the metrics described in the SLA. It is easy to get too focused on response performance when starting service level management for customer service software. These results are easily quantified and manageable, so even the best of us fall into this trap. However, customers do not really care about the numbers. They want a help desk solution that addresses problems to their satisfaction, which is harder to get your arms around.

Implementing customer satisfaction surveys demonstrates that you value your customers’ business and provides you with the information you need to continue to meet their needs. These surveys do not replace, but supplement the empirical numbers of service level agreement compliance reports.

Another way to make sure customers are satisfied is to re-open a case if the customer is dissatisfied and monitor the number of re-opened cases.

This free white paper illustrates how you can retain customers by measuring their satisfaction with your customer service management software. It also describes the strengths and weaknesses of different types of customer satisfaction surveys, such as periodic and incident surveys, to make sure you really get the answers you are seeking.

See https://www.givainc.com/white-papers/index.htm to access white paper.

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use