Joined: Aug 21, 2013 Posts: 1 Location: Richardson, TX
Posted: Thu Aug 22, 2013 12:24 am Post subject: Service Desk CSAT (Customer Satisfaction Survey)
I want to first apologize if this has already been discussed, but I am new to this forum and new to ITIL and was not able to find the answer I need. I work for a call center that handles various type of IT related desks. I work as a QA analyst where I listen to and evaluate calls of agents doing first level support. A few months ago, I was also tasked with reviewing negative customer surveys that was done originally by a team lead. Our company has embraced ITIL and I am trying to find out based on ITIL, am I the one supped to be reviewing CSAT and following up with customers or is that process done at another level? If anyone knows this, please let me know.
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