Servicedesk feedback

Why not do it yourself?

Neutrality, the anonymity offered to respondents and our extensive experience as a research agency, coupled with benchmark data and dashboard technology are the most cited reasons why our clients choose to outsource this specialized research. We do what we are really good at: sophisticated research set up, advise on sampling and segmentation, multilingual questionnaires, project and response management, analysis and reports and comparison with relevant benchmarks.

How does it work?

Because the service desk is a continuous process and has an impact on the entire IT chain, surveys have to take place on a continuous basis. Together with you, we will develop a customized questionnaire, and in order to learn from our best practices, we will provide you with common questions for measuring helpdesk performance. We will also indicate which questions can be used for benchmarking. The possibilities to benchmark helpdesk performance are wide-ranging; for example our customers in the banking industry often compare themselves against the professional service industry or large engineering organizations. The helpdesk processes and the deliverables for the users are very similar.

In the start-up process we will advise you on sampling, survey segments and level of detail for reports. Depending on the number of users we will determine a sample plan, for example invite every tenth call, request or ticket for an evaluation. In our systems we will ensure that the same employee is not invited too often in a given time period. For example, we could determine that every user gets an invite maximum once a quarter.

You are able to access the results of the survey real time by using our sophisticated performance dashboard. Furthermore we will offer you an insight into the development of the IT help desk performance over time via our trend analysis. For this trend analysis it is important to use a consistent questionnaire, however, extra questions and/or different questions can be added during the year.

With service desk feedback surveys you will have access to the crucial information that will enable you to prioritize work tasks and monitor the strengths of your IT service organization. By supplying you with an overview of priorities, you will be able to use this to improve incident control: life-cycle management of all service requests and communication, keeping the customer informed of progress and advising on workarounds.

Deliverables

The Service desk feedback survey offers you crucial and continuous insights into the performance of your service organization, whether outsourced or not. By using our sophisticated online performance dashboard you are able to monitor up to date performance at any time, on all aspects, including responsiveness, response time, customer courtesy, right first time solutions and complaint handling. In addition, insights into the performance per country, region, department, user group or any other relevant segment can be viewed by you and authorized users, and we will supply you with relevant benchmark data to put your IT helpdesk performance into perspective. Furthermore we will facilitate data import from your systems and data export to your (ERP) systems if required. As a result,further analysis can be made by correlating IT user satisfaction with quantitative data like costs, incoming calls, number of tickets, number of employees etc.