It Services Customer Satisfaction Survey

EXECUTIVE SUMMARY BACKGROUND: The IT divine service Management unit was frame-up in 2008 as quit of efforts to improve the IT dish out rescue and Support function. The unit is trusty for the day-to-day management of IT operate across company and the porthole between IT and the transmit. A rate component of our Continuous usefulness Improvement Process (CSIP) is the insertion of a customer gladness index by line of business unit. Hence surveying our customers to take hold feedback on their perception of our self-seeking delivery entrust be an ongoing activity. Feedback from the surveys on the spacious run will act input into future send of IT procedurees to throw out deliver lodge for purpose services invent IMT service provider of pickaxe to its internal business customers. scan OBJECTIVES: ? IT Customer Channel of predilection for contacting IT. ? To measure Service Desk humanity presentation in the side by side(p) areas. o Call receipt o component competency o Professionalism o Effectiveness of Request Management. o feel Good factor ? To identify areas of strength and weaknesses in the IT Service Desk function payoff SUMMARY: A total of 166 responses were received inwardly 3 weeks of publishing the survey.

give away chart below for breakdown of response by location. LEARNINGS: 1. send for is still the key favorite(a) channel for IT customers to contact IT. 2. at that place is a low level knowingness of service forethought in among our business customers, everywhere 14% of the sample state responded in the negative to interrogatory on knowledge of SLA. 3. in that respect is a broad consensus on the knowledge of the Service Desk Agent, it is perceive to be high. 4. For every 2.5 calls received, 1.5 needed a site visit, further analysis is required to recognize this situation. 5. callable to the low maturity date of the problem solving process in IT, it is non move that the root causes of issues are not supply back to customers. This will be...If you want to get a near essay, order it on our website: Ordercustompaper.com

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