Measurably and sustainably improve IT customer satisfaction
Our Customer Satisfaction Service helps you make a significant improvement to end-user satisfaction and IT’s reputation. Using a modified version of the Net Promoter® method we get insight into what drives the satisfaction of your customers. We then design a service improvement plan that addresses the areas where most improvement is required, considering processes, functions (e.g. the Service Desk) and organisational culture. We give you the support you need to execute the plan in a disciplined way and conduct periodic Net Promoter® surveys to track progress towards your goals, enabling us to refine the plan ‘in flight’.
When would you choose this service?
- You need to measurably and sustainably improve customer satisfaction with IT
- You want to create a customer-focused culture
- You want to make sure service quality continually improves over time
How will your organisation benefit?
- Customer satisfaction with IT will steadily increase
- You and your managers will spend less time dealing with complaints and escalations
- IT will be more highly regarded and less likely to be under cost pressure
- IT staff satisfaction will increase, reducing turnover and sick leave
What approach do we take?
- We use a modified version of the Net Promoter® discipline to assess customer satisfaction and identify improvement areas important to your customers
- We identify and prioritise specific initiatives and build them into a clear service improvement plan that can be executed as a series of CSI sprints (quick wins)
- We help you execute the plan in a disciplined way
- We use Net Promoter® to gain periodic customer feedback and to measure customer satisfaction levels and we refine the plan accordingly
(Net Promoter is a registered trademark of Satmetrix Systems, Incorporated, Bain & Company and Fred Reichheld)
Our methodology for improving customer satisfaction is based on the Net Promoter method and a Plan Do Check Act cycle of continual improvement
What other services do we provide?
If you need to transform your IT Service Desk Read more→
If you need to implement ITIL-based processes Read more→
