3 listening posts every IT support team should have

Have you ever come across the word “omphaloskepsis” before? It means “contemplation of one’s navel”. Yep, navel gazing. Excessive contemplation of oneself at the expense of a wider view.

IT support teams can be a bit guilty of that. Over-contemplating processes and tools. You want to improve service so you look at your processes and use ITIL as a source of inspiration. And you look at your ITSM software and use its capabilities as a source of inspiration.

But if you want to improve service – in any way that’s meaningful to your customers – you have to look outward too. You have to understand what your customers think of the service you provide. Where do they need you to improve? Getting feedback from customers is critical to improving service.

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How does your IT customer survey capability stack up?

Ken Blanchard, leadership expert and author of ‘The One Minute Manager’ once said, “Feedback is the breakfast of champions”. Champion IT support teams actively use customer feedback for coaching and continual service improvement. As a result, they enjoy:

  • Increased staff engagement (research shows that staff who get regular feedback are more engaged, particularly in Gen Ys).
  • More capable support staff (they use feedback to identify individual strengths and weaknesses, and make it an integral part of coaching and performance management).
  • More streamlined, customer-friendly processes (they use feedback to identify and prioritise process and tool improvements based on what’s important to the customer).

This all leads to better service. And when you deliver better service, you lower your support costs , enhance your reputation as a service provider and have happier customers.

But how do you go about collecting good quality, continual feedback from your internal customers?

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4 reasons why you should do IT customer satisfaction surveys

From a decade of IT service improvement consulting, I’ve discovered one practice that reliably leads to real, measurable improvements to IT customer satisfaction. And for such little cost and effort, you’d be crazy not to do it. The lowly IT customer satisfaction survey, issued when a ticket is closed.

Don’t expect results if you just turn on the surveying module in your support tool though. You won’t improve service, make the business any more productive, or improve IT’s reputation. Doing transactional IT surveys well requires a little more effort than that. The survey is just a cost-effective means to getting customer feedback – it’s what you do with it that counts.

So why go to the effort of surveying your customers at all?

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