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?