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ITIL :: View topic - Implementing a Feedback Form
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Implementing a Feedback Form

 
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Souljah_boi
Newbie
Newbie


Joined: Jan 09, 2008
Posts: 6

PostPosted: Wed Jan 30, 2008 7:03 pm    Post subject: Implementing a Feedback Form Reply with quote

Hello Guys,

I would just like to ask an expert opinion from you guys.

Here is the setup.

We are using HP OV SD as a tool right now. We want that after a completion or closure of a Service Call. There would a link in the notification e-mail for a user feedback form.

Question:
What are the ideal questions that we can ask the user, so it could benefit / improve our performance in terms of Performance and Service Delivery.

I would appreciate if you could give me examples.

Thank You So Much

Souljah_Boi
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Ed
Senior Itiler


Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Wed Jan 30, 2008 9:11 pm    Post subject: Reply with quote

The ideal questions are the ones that give you the information you are seeking

So what do you want to know?

What the customer had for Breakfast? - I think not!

Were they satisfied with your response times? - possibly.

Focus on what you as a customer would expect to receive as part of the Service from a Service Desk.

Then the questions are easy.

Regards

Ed
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Souljah_boi
Newbie
Newbie


Joined: Jan 09, 2008
Posts: 6

PostPosted: Thu Jan 31, 2008 1:07 pm    Post subject: Reply with quote

Thanks..but any pointers or suggestions?

What are some ideal questions to ask? With this, it would give us an idea and hopefully get the pace
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Thu Jan 31, 2008 5:54 pm    Post subject: Reply with quote

Like Ed said,

what do you want to know from your customers.
If you say... I want to know wat they had for breakfast, then ask... what did you have for breakfast on Monday... etc

Tact turned off, sarcastic and unkind turned on

Are you basically asking the forum members (one or all) to write all of the questions for you, do the form, collect the data and produce the report
because there is no one within your organization that can think for themselves ?

If so, fine. I will work with Ed and the other ### members so that we get PAID for doing the above.

I apologize if the above appears meanspirited - which it is but.. while the board exists to discuss, help, comfort, etc; it is not supposet o be a replacement for an individual's ability to think for them selves

Asking us to provide you questions - even samples - that you want to ask to your customers is in my not so humble opinion - rather presumptuous of you as well as an unwillingness on your part to engage brain.

As Ed and I both say ... what do you want to know from your customers about the service you provide will form the basis for the questions.

Now, on the other hand, if you have created questions and the responses were not what you expected, you can ask the forum' members their opinion as to why you got the responses if you post them to us.

But your customers and their expectations and my customers and their expectations most likely do not match.

Unkindness turned off
Tact turned on

Saracasm is always enabled

But meanness is never enabled.
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Fri Feb 01, 2008 3:12 am    Post subject: Reply with quote

Souljah_boi

I usually dont post to my post but

remember this saying

give a man a fish and he depends on you for food
teach him to fish and he will feed himself
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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