{"id":9482,"date":"2021-01-08T12:00:08","date_gmt":"2021-01-08T12:00:08","guid":{"rendered":"https:\/\/acora2021arch.wpengine.com\/?p=9482"},"modified":"2024-05-24T14:52:33","modified_gmt":"2024-05-24T14:52:33","slug":"3-simple-steps-to-improve-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/acora.s.nomatter.dev\/nltest\/news\/archive\/3-simple-steps-to-improve-customer-satisfaction\/","title":{"rendered":"3 Simple steps to improve Customer Satisfaction"},"content":{"rendered":"
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When managing an IT Support function, excellent customer satisfaction is your holy grail. But do you know how to track, measure and improve it on an ongoing basis?<\/p>\n

Tracking and improving IT Support Desk customer satisfaction is an ongoing process. While the SLAs and KPIs might have been set by senior managers, the buck stops with the Service Desk.<\/p>\n<\/div>\n

<\/span><\/a>1. Survey your users<\/span><\/h2>\n

Post-ticket surveys give you the opportunity to assess users\u2019 experiences. When each ticket is closed, collect information to give you data per analyst, per issue type and more. By tying questionnaires to individual tickets, you’ll collect feedback in real-time and can look for trends. As long as your user- group is large enough, these responses can provide meaningful insight.<\/p>\n

In your questionnaire, include at least one open question. This helps you to pick up user grievances that you might not have considered. It also gives the user a voice.<\/p>\n

Try to keep your questionnaire short enough for users to complete while ensuring you get enough relevant info, these are some of the most useful questions to ask the user.<\/p>\n