Help Desk - User Satisfaction
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Measuring customer satisfaction: Ten years ago, measuring and influencing customer satisfaction was a simple affair. The FT approach was adequate (Fawlty towers approach), known also as the FT Index. However nowadays customers demand satisfaction surveys where they have a chance to ventilate their views on IT service delivery. (As if we care). However the surveys can be turned to the benefit of the IT organisation. Surveys that allow the 'satisfaction' of the IT organisation with the business to be assessed, such that the IT organisation can take measures to bring the customer community up to the next level of IT satisfaction. |
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Satisfaction category |
Description |
| Converted | this is the optimal level of IT satisfaction indicating that the business community is converted. They have seen the error of their ways and accept that IT should be left firmly in the capable hands of IT professionals and the business should be aligned to the demands of IT |
| Convinced | this level indicates that they are convinced that they must strive to satisfy the needs of IT |
| Conditioned | this level is an indicator that their behaviour is being influenced through effective service management controls such as 'problem user management' and charging for abuse, and that they are aware of their responsibilities for improving the business use of IT. |
| Cowed | this level indicates that the business community is totally focused on responding to IT behavioural influence but hasn't yet appreciated it must be proactively working to align the business to IT needs (such as coughing up the necessary high funding, and requesting interseting technological requirements). |
| Clever | this level indicates that drastic measures are required from the IT organisation, perhaps outsourcing the business to another IT provider. Recommended when they control budgets properly, manage investment, and are actively engaged in requirements specification, strategic planning & service definition. |
The customer satisfaction Indicator (CSI) describes the various response indicators
you would expect from users when completing the satisfaction survey. These help you to
determine the degree of IT satisfaction.
| CSI | satisfaction category | ||||
| Converted | <Convinced | Conditioned | Cowed | Clever | |
| Problems are resolved | before I can even consider causing one | before I can get a chance to report one | faster than a speeding bullet | above and beyond the call of duty | chance would be a fine thing |
| The IT department communicate with me | before I even know I need to contact them | as and when they deem necessary, with information within the boundaries of my limited ability to comprehend | whenever I need comforting | in joined-up words that treat me like a real person | in grunts and snorts |
| IT staff | are in total harmony with our needs, they are sympathetic and understanding of our deficiencies | are highly professional, proactive, courteous and service minded | deserve a better class of users | are the bees knees | are power crazed, abusive, neanderthal technoids |
| IT products | are optimally designed to ensure that we can align our business to IT functionality | are capable of doing things we didn't even know we needed | are far too good for us common users | are turbo terrific | are technological gridlocks of mismatching unreliable components |