Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

From 1 to 10, how do you rate your Service Desk surveys?

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Are you running Service Desk surveys just for the sake of it? Because your boss told you to? Because it’s something your team always does? Because you’re trying to get customer backing for an initiative you’ve suggested?

If you answer ‘yes’ to any of the questions above, shame on you. But, keep reading because we have some helpful information to share with you.

The Service Desk Institute (SDI) recently hosted a webinar focused on helping Service Desks to create and conduct surveys, to report back on the data collected, to communicate the findings effectively and to most importantly, take action.

Customer feedback is key to the survival of any organisation. Who else but our customers can tell us what we’re doing well and what we’re not doing well. So, if you want your Service Desk to be a true business partner, an enabler and a knowledge hub, surveys are paramount and will help you to achieve your goals.

But, your surveys need to be designed, managed and quality controlled in the correct way, and you need to keep the goal of your survey top-of-mind. So, ask yourself the following questions before you even start to think about the questions you’d like to ask your customers:

  • Why are we running the survey?
  • What do we hope to find out?
  • What will we do with the results?
  • How will the results help our Service Desk?

At Cherwell, we work with HDI, an independent industry association, to secure feedback from our customers who use the Cherwell Customer Service Desk. HDI randomly selects closed incidents to better monitor customer satisfaction levels. On a scale from Very Satisfied to Very Unsatisfied, we ask our customers to feedback on the following:

  • The courtesy of the analyst
  • The technical skills/knowledge of the analyst
  • The timeliness of the service provided
  • The quality of the service provided
  • The overall service experience

We also provide an Additional Feedback box so our customer can free-flow any information they’d like to share.

The Cherwell Global Service Desk Manager, our Heads of Customer Experience and even our CEO can access the Cherwell survey findings at any time and can access monthly and yearly trending reports and compare our findings against other industry sectors, and they do. They also personally follow up with any feedback the falls anywhere vaguely towards Very Unsatisfied.

In the SDI’s recent report, Creating Brilliant Surveys, the SDI argues that ‘Customers should drive everything we do as a service desk from the range of services and support mechanisms that we offer, to the way that we answer the phone and respond to e-mails.’ At Cherwell, we couldn’t agree more.

As you all know, our goal is to put first things first, our customers, and that’s why we’re so proud to have won the SDI 2013 Best Vendor award. And, this is why we take customer surveys so seriously.

So, I’m going to give our Service Desk surveys 9 out of 10 because:

  • We know why we’re running our surveys
  • We know what we want to find out
  • We measure and track the results
  • We use the results to improve the support our Service Desk provides, our customer service and the overall customer experience
  • We’re always looking for ways to improve, including improving our Service Desk surveys

How do you rate your Service Desk surveys?