IT Service Desk Customer Survey Metrics

Posted: March 13, 2012 10:00 PM
Categories: Insights For Customer Service Leaders , Outsourced Customer Service, Outsourced IT Help Desk, Healthcare, Outsourced Call Center, Technology, Insights For CIOs & IT Directors , Software as a Service-SaaS, Help Desk Best Practices, Legal, Hospitals, Customer Service Best Practices

This is another set of survey results. It is from a simple 1 question survey from the prior slide. Rate us and provide written feedback. Drilling down on the bottom is from Col 4. Clicking on the 480 shows more detail with a graphic.

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Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Client Success

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

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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

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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

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