Customer Satisfaction Survey For Every Incident/Problem



An industry "best practice" is to get feedback on every incident. Perhaps send a survey for every Y incidents but no more than X times in the previous Z time increment so you do not over survey. If necessary, exclude big honchos/senior people/touchy customers who don't want surveys.

We sometimes hear, "We don't want to waste our people's time filling out surveys…they should be doing "real work." A 1 question survey takes 10 seconds to fill out and it will make people feel like an important service provider is listening and that is part of building a self-perpetuating virtuous cycle for outstanding customer service.

The winner of the best law firm IT help desk in NYC from 2006 to 2010 surveys every incident. The very act of asking attorneys if the help desk has delivered great service makes the attorneys feel like the IT dept is willing to listen and improve. The willingness to listen and act is critical to improving customer satisfaction. Schulte Roth & Zabel is among the top 100 law firms in the world. The firm was awarded #1 Law Firm Help Desk in the USA in 2009 and 2008 from an independent survey performed by AmLaw Tech. From 2006 through 2010, SR&Z was ranked the #1 Law Firm Help Desk in New York City.

Whitepaper: "Learn How to Build a Virtuous Cycle for IT Technical Support"

Case Study:

We recommend that an external customer service organization perform surveys using the "Net Promoter" concept which is used by companies such as General Electric. This approach is to ask 1 or 2 questions with the theme, "Would you recommend our product or service to a close friend?"

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

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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
  • 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
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms