As a Service Desk Manager, can you honestly say how successful your Service Desk is, outside of the usual reporting on productivity? How about how your customers perceive your operations?
You may have great productivity results, great close rates, but does it really mean that all those tickets were closed or resolved successfully? Did the ticket get resolved to the customer’s standards? Was the customer in the loop throughout the process? Was it resolved correctly? Was the tech helpful? Were they knowledgeable? These questions, along with many more, are all part of the equation when measuring your Service Desk’s success.
The best way (and not to mention easiest way) to understand success in the eyes of your customers are surveys. They are distributed digitally, and can be answered behind a keyboard (or device for those on the go) which maximizes comfort for those answering. You’re able to gather information from large audiences quickly, they’re practical, and most importantly – cost effective. You have total control over the frequency of distribution; you don’t want to bombard people with too many surveys, but you also need to make ensure you’re getting enough out to get a good sample size.
Of course surveys will yield some negative responses but those are necessary to help you understand where you can improve in your customer’s eyes. Yes, you may have a few dishonest answers but you can easily weed those out with a little research.
Having survey results will give you a general consensus of your customers experience, which is a huge factor in being a successful Service Desk- you’re only as successful as your customers perceive you to be, so why not rely on their feedback?
Don’t get overwhelmed with figuring out the right survey questions, we can help steer you in the right direction! Reach out to us today!
Krystina Aquino – PM, ITIL Certified, Dataseti Consultant