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

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.

 

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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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.

 

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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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.

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

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

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.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

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.

 

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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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.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

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

 

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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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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Customer Satisfaction Survey For Every Incident/Problem

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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/wp/law-firm-technical-support-best-practices.htm

Case Study:  https://www.givainc.com/case-study/law-firm-help-desk-schulte-roth.htm

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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5 Key "Must"-IT Help Desk Metrics To Watch

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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.

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

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

 

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