According to Forrester research, there are nearly twice as many IT teams who think they provide great service than as there are organisations who feel they receive great service from their IT teams.
On the plus side, this has given rise to classics like ‘The IT Crowd’ (“Have you tried turning it off and on again?”) and ‘Silicon Valley’ (“We’re making the world a better place through constructing elegant hierarchies for maximum code reuse and extensibility”).
But on the other hand the gulf between IT’s perception of their own performance and their customer’s perception of their performance is a real problem. Why try and improve service if you think you’re already delivering great service? And like a kayaker paddling peacefully along with a shark following behind, unseen, you might not find out until it’s too late and you find yourself outsourced.
At this year’s Service Management conference, in Sydney, Australia, CIOPulse won the ‘Innovation of the Year’ award for addressing this problem. It helps IT teams adopt Net Promoter® principles in order to better understand, measure and improve the IT customer support experience.
Net Promoter has done wonderful things for the companies that commit to it. Apple Retail generates $1000 of extra revenue for every hour spent calling back unhappy customers. iiNet generates an additional $1.6m of profit for every 1 point increase in their NPS. Optus’s 6 point increase in NPS was accompanied by a 50% reduction in complaints to the Telecommunications Ombudsman. And Sprint enjoyed a 33% reduction in customer support costs as a result of their customer experience improvement program.
By helping internal service providers adopt the same Net Promoter principles as consumer-facing organisations, 90% of CIOPulse customers have been able to improve internal customer satisfaction. One in five have improved their IT Net Promoter Score by 20% or more. And these organisations all know exactly how their customers perceive them and what they need to do to improve.
It’s time that IT teams focused on the basics of providing great customer service and closed the gap between IT and business perceptions of IT performance. And CIOPulse provides a simple way of doing just that.
Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.