If you don’t ask your customers for feedback, you’ll never know how they truly feel. Want to improve your services? Customer feedback lies at the root of every improvement. From having a clear feedback process in place to using sentiment analysis or paying courtesy calls – encouraging customer feedback leads to happier, more satisfied customers.
4 customer satisfaction KPIs for your service desk
Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.
Do you want real feedback? Start looking for angry customers
So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds counter-intuitive, but you get more out of the feedback you receive if you focus on the negative.
Customer Effort Score as a predictor of customer loyalty
How do you measure customer satisfaction and customer loyalty? Customer Satisfaction (CSAT) and the Net Promotor Score (NPS) aren’t good predictors of customer loyalty. I’m sharing a method that works well for predicting customer satisfaction and customer loyalty: the Customer Effort Score (CES).
Mapping your customer journey – 9 tips for effective interviews
The good news is, working in Service Management, interviews with staff members are often easy to set up. After all, they work at the same office building as you and are often willing to share how they’ve experienced your services. To make sure you maximise this potential, here are 8 tips to help you make the most of these interviews.
Setting Help Desk Customer Experience KPIs that matter
When you’re tracking customer experience, simplicity is key. These are the most important customer experience KPIs to keep an eye on.
Why XLAs matter for your Service Delivery
It makes sense, right? Why XLAs matter for your service delivery? If our only performance metric is how many tickets we solve within what time, or how many knowledge items we create – is anyone actually assessing the quality of what we produce?
10 tips to improve your IT desk’s customer service reporting
Our top tips for how to gather customer feedback, so that you can learn more about how much your customers love IT! After reading this blog you can get started with customer service reporting.
You might also be interested in
Finding the right ITSM vendor: 5 questions to ask when shortlisting solutions
In this blog, we’ve compiled a list of 5 key questions to ask yourself when comparing ITSM providers, to help you find your perfect match.