Your service desk customers typically have the last word about the services you provide, like it or not. Theres a bit of the old adage here the customer is always right. While that thinking has a long legacy in the business world, there is a bit of movement to such philosophies like the employee is always right that reflects the sentiment that without properly empowered employees customers cant be properly serves. Nevertheless, in the organisations where service desk customers typically have the last word, it is increasingly important that you track how they feel about their interactions with you. But how do you actually measure how well your service department resonates with the user base?
This is no easy task, though. Quality customer experience is as important as it is difficult. Satisfaction among your customers depends on how youve helped to solve their issues rather than what you did to solve it. In other words, your customers dont want to know what its the sausage, they just want the sausage.
Quantitatively measuring that may otherwise be defined as qualitative can be a bit tricky, but theres no reason to panic. There are ways forward.
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