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?