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Customer Awareness Scan from Yorizon: the IT Customer Feedback Company

Getting feedback from your IT user and IT customer is getting more and more an important management information to track and develop IT Performance. However it is also a relatively new topic for the CIO and boardroom.

You might recognise questions and discussions like:

• Which IT products, projects and services are suited for which internal user (group) or customer?
• Who is actually the customer?
• What do we really know about the end user and/or customer?
• How would that compare to other similar organisations?
• Are we doing something with the feedback we regularly get from our customers and users?
• What can we do with this information?
• Do we have a clue how users perceive our image as an IT-organisation?
• What should be our image?

You might be convinced to have professional IT user feedback for your company, but you are not alone.

• OK, I would like to have all this information, but I need involvement of my teams. How can I create this?
• OK, I am convinced that this piece of information is crucial, but how does this relate to the SLA reports I get from my vendors?
  
• Do I need a buy in from my vendors?
• We already have questions about IT user satisfaction within our employee surveys. Is that enough?

In order to get a common view of the way IT user and Customer Feedback contributes to your IT organisation, Yorizon offers the Customer Awareness Scan

Doing the Customer Awareness Scan, you will get:

1. Common determination of IT objectives (communication, cost reduction, product and service developments etc.)
2. Common definition of the user, customer, stakeholders etc.
3. Determining customer and user segments
4. Product/service grid for different customers and users
5. Common input on what information is crucial to steer on at different customer/user groups
6. The desired image, based on your own and your team’s input
7. The needed subjects to include
8. The needed frequency of reports
9. The way it should be reported

How does it work?

1. Face-to-Face or video meeting with the CIO/sr. IT Director to discuss approach. Your time investment 1.5 hour
2. Creating an online questionnaire (both quantitaive and in-depth questions) survey based on your input and based on our best practices
3. Sending out questionnaire to your IT staff with a minimum of 25 and a maximum of 500.
4. Gathering the data
5. Reporting in Powerpoint where you have your entire approach and involvement
6. In-depth discussion (face-to-face or web) to discuss results. Your time investment: 1.5 hour.

The entire project is conducted in English.

Costs
€ 15,000 excl. travel.

About Yorizon: The IT Customer Feedback Company.
We want every organization to benefit from using our IT customer feedback services. Therefore It is our mission to assist IT management to create a more effective IT chain with higher quality and lower costs. We achieve this by delivering sophisticated IT customer feedback, supported by research knowledge, dashboard technology and benchmarks.