How to use CIOPulse to measure IT support quality

Have you heard of the Watermelon Effect? It’s a rather common problem where service level status reports for IT support show that everything is green but the customer is still unhappy. Green (statuses) on the outside, red (angry customer) on the inside.

The Watermelon Effect - Support SLAs are all green, but your customer is still red and angry

Data from Forrester shows how prevalent this mismatch of perceptions is – there are about twice as many IT teams that think they provide great IT support than there are internal customers who feel they are getting it.

One of the causes of this problem is that Service Level Agreements are flawed. Typically, support service levels are measured on the basis of target response and resolution timeframes. But purely time-based measures are an ineffective indicator of the quality of IT support.

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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?

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