From the course: IT Service Desk: Management Fundamentals
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Measuring customer satisfaction: CSAT and NPS scores
From the course: IT Service Desk: Management Fundamentals
Measuring customer satisfaction: CSAT and NPS scores
- Taking the time to build customer relationships takes effort and hard work. You want to make sure that the hard work is paid off, and that your customers are engaged, happy, and satisfied with your service. So how do you do that? By measuring and consistently improving on the service that you are providing. There are key methods to measuring just how our customers feel about the service desk and our service. We are going to look at three key common methods that service desks utilize to measure just how customers are rating service and performance. The first step is to determine exactly what do you want to measure? Is it overall satisfaction with the service desk performance? Is it a specific product or service? Do you want to measure how well a project or a roll-out went? Or is it the specific performance of a specific technician? Is it related to the speed of a service or if a customer will purchase a product again. Once you determine specifically what you want to measure, you can…
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