How to Measure Client Satisfaction for IT Service
When you work in IT support, it can be difficult to know how satisfied your clients really are. You can ask your clients and users face to face, but users are often reluctant to criticize your services directly. In order to get a true picture of what is really going on in the client population, you will need to be a bit creative.
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Instructions
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Contact the manager of each department by telephone and ask about their staff's satisfaction with their computer hardware and software. Front-line managers will generally be in tune with what their workers are saying, and they can provide valuable feedback into what the IT staff is doing well and where they can improve.
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Make it a habit to walk around the office inconspicuously. When there are unresolved issues with the computers, users will often talk to one another about those issues. You can learn a lot by simply walking around during working hours and paying careful attention to the comments you hear.
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Hire a third party company to compile a client satisfaction survey. Hiring a third party to do the survey will eliminate any potential bias. Make sure the users know that their responses will be confidential and that they will not be personally identified in the survey.
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Read the results of the survey carefully. Examine the results and what they say about your IT support services. Repeat the survey process at least once a year to keep tabs on how the service is improving and how it can be improved further.
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References
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