Since I have been tasked to look into how we can improve the service level of our Service Desk, I have been observing the expectation from users and the responses of our service desk staffs.
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Customer satisfaction survey, why are people not answering the survey and it is affecting the service level KPI? How do I entice my customers to complete the survey everytime I close the case for them? Here is what I found out after some analysis.
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I have always wondered why the need for a customer satisfaction survey after every job that I have done. Is it to find out if the customer is happy with my service or to get another figure in my report card to prove that I have completed a job?