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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Average Close Time-Service Level Agreement Report

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This is a great report to help you focus on the focus on the tickets that are out of SLA.  You can see that Average Close Time in business hours and the percent within SLA.

 

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Help Desk Service Level Agreement Compliance Report

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Similar to the Customer Satisfaction Report. You want to be able to slice and dice an SLA compliance report.

This customer service report provides the ability to see SLA compliance from the perspective of Service Groups, Departments, Locations, Regions, Creators, Assignees and Customers. For example, a particularly challenging customer may complain that the Customer Service organization is not providing an adequate level of service. This report will show you exactly how the Customer Service organization performed over time with any specific customer. This report can also help you evaluate the contribution that Assignees and Creators are making to customer satisfaction.

 

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Respond and Resolve-Service Level Agreements

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How will you prioritize the blizzard of requests from employees or customers? Do your best to prioritize requests based upon their impact to revenue generation.

Respond and resolve times will properly set expectations. See Giva whitepaper on SLAs:

https://www.givainc.com/wp/implementing-service-level-agreements-slas-writing.htm

This whitepaper teaches you how to prepare your customers for SLAs, how to write an SLA and how to get buy-in from customers/employees. An SLA is really an agreement between the support organization and your customers.

Respond and resolve times should be associated with each severity level.

Downtime from major outages or product failures, also need to measure the impact in terms of # of customers and quantify the # of hours of customers not productive. Giva Tsunami ticket report will show the number of hours and how many people affected.

 

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IT Help Desk Customer Satisfaction Trends Report

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Good to look at raw data, but also need to see data in a trend line. See where you are going? What happened and why significant changes over time?

This report shows the results of the customer satisfaction surveys in the form of a trend report. This is very useful when used in conjunction with the SLA Compliance to demonstrate the level of service provided and the level of customer satisfaction your team is delivering to customers.

 

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IT Service Desk Customer Survey Metrics

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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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Simple & Basic Customer Satisfaction Survey

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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.

 

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Chart of Customer Satisfaction Survey Results

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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.

 

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Customer Satisfaction Survey Embedded in Service Request

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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.

 

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Customer Satisfaction Report-10 Filters to Slice/Dice Data

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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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HDI Practice-How Often To Send Customer Satisfaction Surveys

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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.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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