4 reasons why you should do IT customer satisfaction surveys

From a decade of IT service improvement consulting, I’ve discovered one practice that reliably leads to real, measurable improvements to IT customer satisfaction. And for such little cost and effort, you’d be crazy not to do it. The lowly IT customer satisfaction survey, issued when a ticket is closed.

Don’t expect results if you just turn on the surveying module in your support tool though. You won’t improve service, make the business any more productive, or improve IT’s reputation. Doing transactional IT surveys well requires a little more effort than that. The survey is just a cost-effective means to getting customer feedback – it’s what you do with it that counts.

So why go to the effort of surveying your customers at all?

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3 reasons why your IT customer satisfaction surveys aren’t working

When done well, transactional IT surveys (IT customer satisfaction surveys issued when a support ticket is closed) are a very powerful and cost-effective way to drive continual service improvement and improve IT customer satisfaction.

By the very unscientific method of doing straw poll votes at IT conferences, I estimate about 30% of corporate IT teams don’t do transactional IT surveys at all. 65% do, but they get low response rates (poor customer engagement) and don’t use them to drive lasting improvements. Only 5% do and reap the benefits.

So why is it that so few IT teams are using transactional surveys to actually improve IT customer satisfaction?

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