Customer Satisfaction
[Incidents surveyed in 2008]
One of our Guiding Principles is SERVICE; we hold ourselves accountable for a positive customer experience. In order to assess effectiveness and to identify opportunities for improvement, customers are invited to provide feedback.
Customers are told about our survey process throughout the incident lifecycle. They are encouraged to "let us know how we are doing," and they are told that without their feedback, we can only assume they are "Very Satisfied" with the service and support they receive.
Upon closure of in incident, customers are emailed a link to an online survey. The questions can be answered within seconds, and they provide customers with the opportunity to comment on:
- Courtesy and Professionalism
- Skills and Knowledge
- Quality of Resolution
- Timeliness of Resolution
- Overall Experience
Our goal is that 99.5% of incidents will be resolved with a customer rating of "Satisfied" or "Very Satisfied" for their overall experience.
We recognize that the real value of customer feedback is to drive lasting improvements in customer satisfaction. Ultimately, it is all about aligning IT with business requirements.
We are listening; and we are changing for the better!
View Survey Results:
