How to analyse your Net Promoter feedback

To get the best insights from Net Promoter surveys, you have to read and analyse your customers’ responses to the open-ended “What is the primary reason for the score you just gave us?” question. We call this “verbatim feedback” or just “verbatims”.

In this article, I’ll explain how you can go about this analysis.

To turn your verbatims into actionable insights, you have to categorise the feedback so you can see what themes are being mentioned most by your customers. In that way you’ll learn what you are doing well that your customers love, and what you’re not doing well that exasperates them.

The most effective way of categorising verbatims is to do it manually in Excel.

(more…)

Read More

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.

(more…)

Read More

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?

(more…)

Read More

What’s the best software to use for your IT customer support surveys?

IT customer support surveys are one of the two types of IT survey you should be doing if you’re serious about continual improvement. These are the surveys you issue continually as you close customers’ tickets. The periodic IT relationship survey is the second.

The IT relationship survey is concerned with ‘Overall how is IT doing and where do we need to improve?’. It helps reduce the risk of underinvesting in areas that are important to your customer and overinvesting in areas that aren’t. For these surveys, SurveyMonkey or Google Forms are just fine.

The customer support survey is concerned with ‘How well did we do when resolving that ticket and what do we need to do better next time?’. These transactional surveys give you the timely information you need to continually improve the IT customer experience and ensure you’re not suffering from the watermelon effect (your support SLAs are all green, but your IT customers aren’t happy).

Transactional IT surveys are a bit more complicated than IT relationship surveys and you have more choices about the software you use. Being successful at improving the IT customer experience starts with making the right software decision. You have four options:

(more…)

Read More

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

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?

(more…)

Read More

3 reasons why your IT customer satisfaction surveys aren’t working

When done well, transactional IT surveys (IT customer satisfaction surveys issued when a support ticket is closed) are a very powerful and cost-effective way to drive continual service improvement and improve IT customer satisfaction.

By the very unscientific method of doing straw poll votes at IT conferences, I estimate about 30% of corporate IT teams don’t do transactional IT surveys at all. 65% do, but they get low response rates (poor customer engagement) and don’t use them to drive lasting improvements. Only 5% do and reap the benefits.

So why is it that so few IT teams are using transactional surveys to actually improve IT customer satisfaction?

(more…)

Read More