Posted: Fri Feb 13, 2009 1:52 am Post subject: Service Desk survey
Back with a question again. ITIL question indeed as I am looking for the best practice known to you. What should be the percentage of user population which should be surveyed ( considering we survey daily)to understand the normal mood of the user population. Gartner confused me here.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Fri Feb 13, 2009 8:31 pm Post subject:
"...to understand the normal mood..."
This sounds very academic/sociometric or something. If it is then you need immense rigour in your survey and for that you need advice from scientists and psephologists (who may also be scientists for all I know).
However, if you are just looking for a measure of general satisfaction levels among your customers:
1. There can be no such thing as a best practice percentage because of some of my other points below.
2. You need to understand your users tolerance to being asked, as Viking pointed out.
3. You need to understand whether your users all do much the same kind of work or have very diverse profiles (if they do, then you need to isolate those in poll results).
4. You need to ensure that the users all understand your questions in the same way and that you understand your questions in that way too.
5. You need to guard against having a self-selecting group doing all the responding because they will not be properly representative.
6. You need to have customer validation of user satisfaction because users often want more than customers are willing to pay for. The relationship between customers and users needs to be thoroughly understood.
7. Finally, the reliability of your sample(s) can only be determined by a combination of statistical rules and independent verification.
8. And then you have to know what kind of thing you can do in response to these surveys. a) it's no use having low satisfaction if you don't know what the cause is; b) it's no use if you do not have the resources and authority to do something about it; c) you may need customer approval for some kinds of actions; d) user expectations may be affected by mere existence of the survey and even more by the nature of the questions asked of them. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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