advertisement

Why Survey - Critical Component of ITSM, Part 1

25 %
75 %
advertisement
Information about Why Survey - Critical Component of ITSM, Part 1
Technology

Published on March 7, 2014

Author: rleonhart

Source: slideshare.net

advertisement

#HDI_CSI Did You Know… HDI is the leading professional association and certification body for technical service and support professionals. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, and connects solution providers with practitioners, all while certifying and training thousands of professionals each year. Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Customer Satisfaction Metrics Want to talk about other customer satisfaction survey methods? Contact me for more information on: NPS – Net Promoter Score • Measures customer loyalty • NPS asks the question, “How likely are you to recommend us to a friend or colleague?” CES – Customer Effort Score • Measures the customer experience • CES asks the question, “How much effort did you personally have to put forth to handle your request?” Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Did You Know… Percentage with "very satisfied" customers Insurance Healthcare Government Financial Svcs Manufacturing Outsourced Software Retail* Higher Ed Percentage with "very satisfied" customers *includes Food and Beverage 0% 10% 20% 30% 40% 50% 60% Based on the HDI 2012 Practices & Salary Report Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Language Support Global presence? No problem. The HDI CSI Service currently supports 27 different languages for survey delivery. Contact me for a listing of languages, or visit http://www.thinkhdi-csi.com/About.aspx to send yourself a sample survey in the desired language. Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI How to Survey Right Critical Component of ITSM, Part 2 Presented by Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Who am I? • • • • Blank Blank Blank Blank Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Review: Why Survey? • • • • • Communication with customers Customer satisfaction --> Customer loyalty Customer loyalty --> Repeat business Identifying trends Compare yourself to a standard Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Goals Focus on your customer, align with your organization • • First step – take a hard look at the goals for your team, dept, company, and corporation If you don’t have goals – create them based on overall goals of organization • Evaluate strengths and weaknesses by: • Creating process or workflow which shows the steps each customer takes from the initial point of contact to issue resolution • Define known customer pain points and incorporate into new goals • Run customer scenarios to test the limits of your goals and to keep customer focus Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Goals (cont.) Focus on your customer, align with your organization • • • • • Evaluate strengths and weaknesses by: • Use past survey data or customer feedback refine goals • Set pre-survey customer interviews to determine the depth and factors they consider important Take the information you’ve put together, create some targeted goals Make sure these goals align with your team, dept, company, and corporation goals With informal framework in place, start collecting initial data Process should be fluid, continually update your goals based on the collected data Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Developing a Baseline Developing a baseline for measurement • • • To fully appreciate and adequately measure ongoing success, must develop a baseline Baseline = Customer Satisfaction Index, which is a methodology that allows you to compare your organization to other similar ones, while collecting data on customer satisfaction trends and drivers Primary way to develop this baseline is through “customer satisfaction survey that covers scope of service issues relevant to your customers’ business needs” (HDI) Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Developing a Baseline (cont.) Developing a baseline for measurement • Take goals and create a baseline by: • Research competitors or similar organizations to see who you are comparing yourselves to and who you may be potentially sharing your customer base with • Identify current trends or hot issues within your industry or market that affects your customers • Decide on a methodology • 5 point scale, 4 point scale, retention (customer loyalty), comment, mixture of some, etc. Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Setting up Success Take steps to ensure long-term success • • • • Ask yourself: are your goals and baseline realistic? Will you be able to gather the information you want using a survey? Make sure the scope of the survey is within your budget and limits of the organizations processes and timeframe Is the information you need/want being collected somewhere else? Identify how you will use the feedback you get to improve your service Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Setting up Success (cont.) Take steps to ensure long-term success • • Consider delivery methods and collection timeframes: looking for quantity, quality, or both and yearly, quarterly, or monthly? Perform an initial pilot of the survey program with a smaller set of customers – get feedback and revise Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Communication Communicating survey strategy to your customer base • • • One of most important parts of surveying is letting your customers know Keep them updated through the process – tell them about your long term goals, your strategy for implementing change, and set expectations on what the data will be used for and who has access to that data Spend time giving clear instructions on what you will be collecting and clear instructions for completing the survey or getting in contact with the person or team who will be managing the survey program Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Creating Solid Response Targeted Questions • • • • • Take your goals and create questions that reflect the scope of the services and support you are measuring Avoid questions that can be perceived as threatening or pushy • Especially true of organizations doing surveys on internal support teams, need to address the confidentiality issue in a professional way so you get honest feedback Place your most important questions first, as you will get incomplete responses Be specific! Limit the number of questions in your survey so customers don’t feel like it’s too much work Long questions or long answers = low response rates Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Creating Solid Response (cont.) Survey Frequency • • • • Important not to be too aggressive when soliciting for feedback Settle on a realistic response rate • Example: 20-30% (80%-100% survey participation won’t happen) Survey a certain percentage of tickets Manage the frequency of surveys per recipient • Are you sending customers too many surveys per day, week, or month? • Try starting off sending a survey to each customer within X number of days • prevents over surveying (customers feel bombarded) • Ensures healthy response rates • Decreases opt-out rates Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Leveraging the Data Identifying Trends and Comparing Results to Your Baseline • • • Too often, survey results are being used for reporting on how they did last month Don’t invest resources into survey program without getting maximum value Use reporting dynamically, on an ongoing basis – don’t wait till the end of the month to identify key customer satisfaction issues or reach out to dissatisfied customers Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Leveraging the Data (cont.) Identifying Trends and Comparing Results to Your Baseline • • Schedule daily or weekly reports, along with alerts on poor feedback • Review the data daily, weekly, and monthly and report findings to management when issues occur Schedule time to review reports for goal criteria • look for trends in scores, analyst performance, timeliness, etc. • Compare it against your baseline, or other organizations • Take timing into account; holidays, technology issues are two examples Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Improvement through Results Doing something with the data you’ve collected • • • Make sure technology is in place to notify you immediately of negative (or positive!) customer experiences Make sure a process is in place for responding to customers immediate customer satisfaction concerns • 24-48 hours after service interaction crucial; research shows majority of customers respond to surveys within this time Responding to these urgent needs can lead to new business, upsell or cross sell opportunities, process corrections or fixes Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Improvement through Results (cont.) Doing something with the data you’ve collected • • • • • • When you don’t respond right away, customers may get the idea that you don’t care about their experiences and may take business elsewhere If using a third party service for surveys, make sure survey process and alerting is seamless Establish specific criteria when immediate response is required • Can identify keywords or certain scores received on a survey or feedback Implement a team for effective and quick follow-up Need senior management attention and commitment to participate in review of results on an ongoing basis and to do something about the feedback that comes in Be proactive! Identify initiatives to improve the customer experience Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Measure, Trend, and Benchmark HDI teamed up with 47 technical support practitioners and customer satisfaction experts to develop a tool to help support center managers to MEASURE, TREND, and BENCHMARK the satisfaction with their support centers from the customer’s perspective. The Solution? HDI Customer Satisfaction Index Service Benchmark Statistics Reports Sampling Alerts Validated Easy Setup Secure Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Benchmarking Made Easy • • • • Transforms CSAT from just-a-metric to a KPI Compare your results against four different benchmarks Real-time indexing gives you the most up-to-date information Results for individual subscribers are kept private 49% of support centers who measure customer satisfaction levels are at very satisfied. How do you measure up? The HDI 2012 Practices & Salary Report www.thinkhdi.com Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Powerful Alerts • Easily set the alert parameters • Designate one or more recipients to receive alerts by email • Alert notifications are sent when survey responses meet defined criteria • Alerts notification are sent in real-time when survey responses are received Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Custom Questions • • Add up to two custom questions per support center Can track on additional agent info, incident, or other metrics Additional CSAT Metrics Net Promoter Score (NPS) • Measures customer loyalty Customer Effort Score (CES) • Measures customer experience Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Easy to Set Up CSI can be configured in as little as 30 minutes! On average, most subscribers take about a week to complete the setup and learn the system. Works seamlessly with most incident systems, contact me for system-specific info Requires no new software and little ongoing maintenance Step 1 Complete your Company Profile Step 2 Add Your Contact or Support Centers Customize preferences (optional) Step 3 Configure Ticketing System Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Free Three Month Trial Go to www.thinkhdi.com/csi Click “Try It Free” button Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI For More Details HDI Support Toll-free: 800.248.5667 csisupport@thinkhdi.com Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

Add a comment

Related presentations

Presentación que realice en el Evento Nacional de Gobierno Abierto, realizado los ...

In this presentation we will describe our experience developing with a highly dyna...

Presentation to the LITA Forum 7th November 2014 Albuquerque, NM

Un recorrido por los cambios que nos generará el wearabletech en el futuro

Um paralelo entre as novidades & mercado em Wearable Computing e Tecnologias Assis...

Microsoft finally joins the smartwatch and fitness tracker game by introducing the...

Related pages

ITSM Industry Survey

ITSM Industry Survey ... and a necessary component of an ongoing ITSM program 5. ... ITSM having a 1-2 year implementation timeline.
Read more

5th annual itsm industry survey whitepaper - Documents

... Annual ITSM Industry Survey ... why there is a preference ... Survey - Critical Component of ITSM, Part 1 RFID Whitepaper for ...
Read more

ITIL - Wikipedia, the free encyclopedia

... formerly an acronym for Information Technology Infrastructure Library, ... process and a critical component of ... survey designed ...
Read more

What is ITSM (IT Service Management)? - Definition from ...

IT Service Management (ITSM) ... which has five parts: Strategy, Design, ... 1 Response. Join the Discussion.
Read more

CSF's, KPI's, Metrics, Outcomes and Benefits

... KPI's, Metrics, Outcomes ... [1]. Daniel highlighted ... it is highly unlikely you will have a successful ITSM implementation. It is critical at this ...
Read more

FrontRange Software Announces HEAT 2014.1 Service Catalog

Survey Highlights Trends in IT Service Delivery, ... What It Really Means and Why You Should Care. ... Part 1. This is the first ...
Read more

IT service management - Wikipedia, the free encyclopedia

IT service management (ITSM) ... IT service management is often equated ... is a standard for lightweight service management. It contains several parts, ...
Read more

LOOKING IN THE MIRROR: ASSESSMENTS - itSM Solutions

... a process maturity assessment of Service Desk and ... THE MIRROR: PART 1: Vol. 2.15 ... the Service Desk is viewed as a critical IT ...
Read more

ITSM - IT Service Management service briefs, white papers ...

White Papers. For ITIL® Version 3 ... practice processes and methods are needed and why. * NEW * ITSM in the Cloud. ... highlights and critical success ...
Read more