Are your customers happy? Workshop by Kugi Usmani

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Measuring Customer
Satisfaction

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Kugi
Consultant

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Are your users satisfied?
How do you know?

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Feedback Reports within
Tickets
• How many of you are currently using
feedback reports?
• How often are these reports
generated?

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Lets Build a Feedback
Report

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Feedback Report Steps
• New>Report>Call/Ticket/Incident
• Resolved Calls
• Feedback>Feedback rating>Total
• Group by Operator

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Basic Feedback Process

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Building a Feedback Process
• Who: is in charge of the feedback submitted by customers?
• What: do we do with the feedback once submitted?
• Where: do we see new feedback?
• When: should a response to a customer be sent out?
• Why: are we measuring feedback?
• How: do we handle inappropriate feedback?

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Lets Map a Feedback
Process

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Collecting and
acting on feedback
helps to build your
partnership with
customers.

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Periodic measurements
• Send survey to all users on an annual basis
• Use SERVQUAL model to design questions
• Customers indicate dimensions that are most
important to them
Why this is important: This lets your department
get to work improving the dimensions that are of
the biggest benefit to the customer

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Lets Build a SERVQUAL
Survey

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Continuous measurement
• Measuring how service is experienced throughout the year
• Example: A customer is asked for feedback immediately after receiving a
service from your department – when a call is resolved, for instance
• Customer Effort score: how much effort did it take to submit a ticket? Was it
easy?

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When to use which measurement method?
Periodic
• Overhaul of service department
• Looking for a complete picture of the
service from a customer’s
perspective
Continuous
• Tweaking service delivery
• Putting results to use throughout the
year
• Consistent reporting

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Feedback
Rating on
Incidents
Build a Feedback
Process
Customer Interviews
and Surveys
Continuous survey
& improvement

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Thank you for attending!
Please join us for a delicious
lunch in the Atrium