Are you managing the IT customer experience or ‘just doing IT surveys’?

So, you’re issuing surveys when you close a customer’s IT ticket. That’s great. It means you’ve got a mechanism in place to capture valuable feedback as customers interact with your support team. And you’re probably calculating some sort of customer satisfaction metric. That’s good too – you’re providing IT management with visibility into how you’re performing.

By my estimates, about two thirds of IT teams do what you do. But a growing number of these teams do a lot more than this with their customer feedback. And they’re the ones who are seeing the biggest improvements to IT customer satisfaction.

(more…)

Read More