From the course: IT Service Management Foundations: Measures and Metrics
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Customer/user satisfaction - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Customer/user satisfaction
- The third assessment method we have is the customer and satisfaction analysis. by understanding our customers and user satisfaction levels, This gives us valuable input for most of our improvement initiatives. This is where we have our iterative changes that are being planned and worked on but we want to make sure as we're iterating, we're gathering that user satisfaction to figure out if they like it or not. Now, once the changes are made, it's really important to establish whether the satisfaction levels that we expected were actually achieved. Now, depending on the type of service you have, your user and your customers might be two different roles or they may be combined. Now, if it's done by different people, then it's likely that the customer journey, the customer experience and the customer satisfaction will be different than that of the users. And so you may have to have one set of assessments done on the…
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