10 Good Reasons To Measure IT Customer Satisfaction

10 good reasons to measure IT customer satisfaction

In the office, we’ve been talking about the extent to which striving to improve the IT customer experience and overall customer satisfaction with IT is a ‘must do’ for CIOs (like air conditioning the data centre) or a ‘nice to do’ (like air conditioning the office).

The debate was triggered by recent conversations with the senior IT managers of two different organisations. One said that improving customer satisfaction with IT was his most important goal, the other said it wasn’t even on his radar.

Is improving IT customer satisfaction on your radar? Should it be?

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Agile Is Not Just For Software Developers

Agile is not just for software developers

I was presenting at the PacRim Service Desk and IT Support conference last week where one of the most memorable presentations – apart from mine, of course 😉 – was by Ed Cortis, the Head of Solutions Delivery at Bankwest. Ed was so taken aback by the lack of awareness of Agile amongst the conference delegates that he made a last minute decision to present on a completely different topic from the one he’d prepared. Brave, reckless? Regardless, Ed pulled it off, giving a passionate presentation on why Agile is not just for developers and becoming the inspiration for this post.

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10 Ways To Increase IT Customer Survey Response Rates

10 ways to increase IT customer survey response rates

Using internal customer feedback is a powerful way to drive IT service improvement and far more effective than using typical ITIL-based process maturity assessments. Periodic IT customer satisfaction surveys are a great way to do this but it’s vital you get enough people to respond.

If your sample size is small, you won’t be able to reliably identify themes in the feedback. And if you’re like most IT departments, you’ll find the feedback biased towards the negative – the only people who bother to respond are those that are particularly disgruntled. And any satisfaction score you derive may fluctuate for insignificant reasons and won’t highlight any real trends.

Here are ten things you can do to drive up your response rate.

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9 Ways To Reduce IT Incidents

9 ways to reduce IT incidents

Every time there’s an IT incident, no matter how big or small, there’s an impact on business productivity and on IT’s reputation. I’m therefore a big believer in the mantra that the best way to improve IT support is to reduce the need for support in the first place. By pro-actively reducing incident volumes, you increase customer satisfaction with IT services, reduce support costs, and free-up IT staff to do work that’s more rewarding than firefighting.

So, what can you do to reduce IT incident volumes?

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