OK, it’s a bit of a clickbait-y title – but we need to question whether the current “handling” of IT support customer satisfaction (CSAT) surveys seriously affects their uptake and value. And not in a good way – with it common for IT service desks to receive a very low level of survey feedback (<10%). […]
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Joe the IT Guy | 3 Comments on Are IT Support’s Customer Satisfaction Surveys Their Own Worst Enemy?
One of the most popular, and “strongest,” industry measures of IT service management (ITSM) and IT service desk performance is customer [...]
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So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.