ITIL Based Customer Satisfaction Survey

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 2
Joined: Thu Oct 07, 2010 8:00 pm

Fri Oct 08, 2010 10:11 am

Hi all,
New on here so firstly THANK LORD ITS FRIDAY!

Secondly does anyone know what you would put into a 'Customer Experience' survey.
OR does anyone have any examples or templates.

Muchos Gracias :D

So we are a MPS provider- so far Iv put
1. How effective we are in resolving calls over the phone with you?

2. How long it takes to place a Service Call?

3. How long it takes for an engineer to arrive after placing a Service Call?

4. How often we fix the problem at the first visit?

5. How well we update you with the ETA or status of engineer calls?

6. How long it takes to order consumables?

7. How long it takes for consumables to arrive

8. Overall, How satisfied are you with the Service you receive?

9. Do you have any other comments about the service that you receive?

4 possible responses:
Very Dissatisfied
Very Satisfied

Other than that my brain has flat-lined!

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ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Sat Oct 09, 2010 7:36 am



I'm sure there is at least one other thread that goes into this subject in some depth.

Your first step needs to be to know why you are conducting the survey. What is(are) your objective(s)? What will you do in response to the results you obtain? If you are clear about this, then the questions to ask should become fairly obvious.

I find it hard to infer any of that from the examples you have given.

Some of your questions seem to be asking things that you could obtain from your own process records (e.g. time from call to arrival of engineer, frequency of fix at first visit). Are you wanting perhaps to compare your user perception with your recorded "reality"?

In my opinion customer or user surveys are extremely hard to get right even when you have clear objectives. This is partly because it is difficult to phrase questions such that there is little room for misunderstanding, and there is considerable scope for the same answer meaning something completely different from responder to responder.

It is also important to understand that the very act of issuing the questionnaire arouses expectations in your customers and users. You need to manage these expectations so that they are not later disappointed by the limitations on your ability to change or improve things.

Will you get a good response? If only 20% are returned then the level of self-selection among the respondents is likely to have seriously diminished the "reality" in the results.

Have a good weekend.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Joined: Thu Oct 07, 2010 8:00 pm

Thu Oct 14, 2010 11:45 am

Thankyo very much for your input, muchos appreciated
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