Do You Have Customer Satisfaction Survey Sirens?
If you are evaluating help desk and customer service software these are some key features that you should look for when assessing the customer satisfaction survey capability.
Create Your Own Customer Satisfaction Surveys or Use a Default
This provides for creating your own customer satisfaction survey greetings, questions, answer formats and values including follow-up thank you notes. It is important to be to able to generate your own custom customer satisfaction surveys. Customer satisfaction surveys that can be set up with text, lists, text inputs and radio buttons allow for the most customization. A default survey will also help you get started right a way with surveying. An associated customer satisfaction report allows for quickly viewing the survey results.
Customer Satisfaction Rating Alerts
This provides for setting minimum levels of customer satisfaction ratings that trigger alert notifications if levels are not achieved. This allows quick remediation.
Customer Satisfaction Survey Frequency and Survey Exceptions
This provides the capability to survey each customer every X service requests, but no more than Y service requests over Z time interval. System Administrators should be able to place some customers on a survey exception list so that they do not receive surveys. Senior executives sometimes do not want to complete customer satisfaction surveys. Some employees who frequently use the help desk many not want surveys each time they call the help desk.
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Perform Customer Satisfaction Surveys On a Daily Basis
Customers will always let you know when they are completely dissatisfied with your service. However, daily customer satisfaction surveys performed by your call tracking software provides valuable information from a broad sampling of employees. A continuous customer satisfaction survey process improvement philosophy will drive customer satisfaction and loyalty to even higher levels. According to a 2007 Help Desk Institute Survey, 21% of their members send customer satisfaction surveys with every service request. This is an increase of 40% from the 2005 survey.
| Frequency | Response |
| Continuous Customer Survey Sampling | 21% |
| As Needed Customer Survey | 17% |
| Annual Customer Satisfaction Survey | 14% |
| Do Not Conduct Customer Satisfaction Surveys | 13% |
| Quarterly Customer Satisfaction Survey | 8.5% |
| Daily Customer Satisfaction Survey | 8% |
| Weekly Customer Satisfaction Survey | 8% |
| Semi-Annual Customer Satisfaction Survey | 8% |
| Monthly Customer Satisfaction Survey | 6.5% |
Source: HDI Practices Customer Satisfaction Survey 2007
If you would like a white paper on this topic please download it at:
https://www.givainc.com/wp/help-desk-best-practices-features-functions-help-desk-software.cfm
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IT Help Desk & Customer Service Best Practices?
To improve, an organization must assess its current practices against those used in other organizations, or "best practices". Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations. However, best practices are dynamic, evolving over time to adapt to changing needs. Periodically, new methods, models, and technologies arise, augmenting or replacing the existing best practice with a new one.
I am going to be writing about Help Desk Best Practices based upon the following three authority sources: the Information Technology Infrastructure Library (ITIL), the Required Practices for Organizations (BS15000) and the Help Desk Institute (HDI) Best Practices Standards for Certification.
"BS15000 provides a baseline against which the internal IS organization can demonstrate to the business that its service delivery processes represent "Best Practice" and are performing well". Gartner Group
Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of Help Desk best practices that can be implemented and used in help desk software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when. Balance each potential change in a practice, procedure, or technology with a cost/benefit analysis.
If you would like a white paper on this topic please download it at:
https://www.givainc.com/wp/help-desk-best-practices-features-functions-help-desk-software.cfm
Is this interesting information? Please share your thoughts. Thank you!