Why would a customer complain? Normally they will do so when they encountered a problem or they are not happy with the service that you are providing. When this happen, how do you then handle them? For small or minor problem they may just simply call or create a service ticket for you to look [...]
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.
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.
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?
Do we have to have a service level agreement with our users in order to proof that we are out there to help them in times of need?