Going Beyond the Metrics Described in the SLA
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. However, customers do not really care about the numbers. They want a help desk that addresses problems to their satisfaction.
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.
This 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.
See https://www.givainc.com/wp/the-value-of-customer-surveys.cfm and click “Download White Paper” to request this White Paper.