This is a custom survey with 6 questions. The survey results are displayed one question at a time. Click on any link to get aggregated data. Click further to go the ticket level.

> 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. With Giva , you can receive an email or text message alert if specific event triggers are met such as low ratings so that action can be quickly taken. An important part of utilizing metrics is actually obtain the metric at just the appropriate time so that you can take quick action.

> Customer Satisfaction Survey Alerts- "Please call me"

This provides a "check box" that the customer can check if they would like a help desk manager to call them. When checked, a manager is immediately notified giving them a "heads-up" that a customer wants to speak with them. This allows for a written record and an opportunity to more closely communicate and meet the needs of your customers.

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

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The survey results are displayed one question at a time. Click on any link to get aggregated data. Click further to go the ticket level.

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

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A copy of the customer satisfaction survey is also included in the ticket on a "feedback" tab so you can review the survey questions and answers.

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

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This is a custom survey with 6 questions for demonstration purposes. It is too many questions. Best surveys are 1-2 questions.

When you have to write evaluations or provide weekly/monthly feedback, you can run some reports to get objective data to share. It will take you 10 seconds to run this report. You can schedule a report to run automatically and deliver data every day. You can slice and dice by assignees and creators. If creators have a high first contact resolution (FCR), this good work should be reflected positively in surveys. The converse is also true.

In this report, there are 10 dimensions to slice and dice the data (without counting time period).

In ten seconds or less, can you measure overall customer satisfaction as follows? In ten seconds or less, can you also review survey comments made by customers? By Service Group, Analyst, Call Category and Root Cause.

Further by time: This morning, Yesterday, Last Week, Last month

Further by: Region, Office, Location, Department, Customer

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Source: HDI Practices Customer Satisfaction Survey

Customers will always let you know when they are completely dissatisfied with your service. However, daily customer satisfaction surveys provides valuable information from a broad sampling of employees/customers. A continuous customer satisfaction survey process and improvement philosophy will drive customer satisfaction and loyalty and build a self-perpetuating virtuous cycle.

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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"

https://www.givainc.com/resources/wp/how-build-virtuous-cycle-it-technical-support/

Case Study:  https://www.givainc.com/customers/case-studies/best-law-firm-help-desk-technical-support-cloud-software-schulte-roth-zabel/

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?"

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Do a search on the Internet on "Help Desk metrics"…..4.4 million results. 2.2 million results for customer service metrics. Giva has assimilated the expertise of many industry experts and overlaid that on top of a decade of experience helping customers improve their help desk and customer service operations. We are a thought leader in this area.

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These are the 5 core KPIs/metrics. If you measure and monitor with the "zeal of a zealot", it will transform your company and reputation. Even if you've never been measuring anything except how many or what kind of calls you receive, these are excellent metrics to start measuring to establish a base line for your organization.

Metric "discipline" is needed. Initially you or your organization may look "bad". It is often that way at the beginning. Sooner or later someone will ask for metrics. Some smart senior leader will ask for these KPIs/metrics. You are better off to identified these KPIs/metrics now so you can begin making progress and improve your numbers and trend lines.

If you do not have service level agreements today, there is a great whitepaper on the Giva web site about how to develop them and slowly introduce service level management to your organization. See https://www.givainc.com/resources/wp/implementing-service-level-agreements-it-service-desk/

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Getting the right metrics/KPIs via reports easily and quickly is the #1 challenge of almost all IT help desk and external customer service organization.

We will discuss the important metrics to focus on, but you may never been able to generate these metrics with your current call tracking system and you will walk away saying…"Great, I now know what I need, but I just can't get it or it takes me too long to get".

When discussing the important metrics, I am going to show you samples of Giva Reports.

Giva is an award winning provider of SaaS (Software-as-a-Service) Web-based ITIL Help Desk, Customer Service/Call Center and Service Desk cloud based computing services.

Visual reporting, management dashboards and an intuitive design, make the Giva Service Management™ Suite very powerful and at the same time very easy to use. Customizations are all point and click (i.e no programming necessary) so the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants.

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

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