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ITIL :: View topic - Service Desk CSS
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Service Desk CSS

 
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Harvey
Itiler


Joined: Oct 26, 2004
Posts: 40

PostPosted: Fri Jan 14, 2005 12:50 pm    Post subject: Service Desk CSS Reply with quote

Hello,

I'm working on an imporvement project for our helpdesk.

To start off by getting the voice of the customer and identify areas which are preceived to need improvement, I think it is appropriate to conduct a Customer Satisfaction Survey.

I'm sure that these have been done before, and rather than reinvent the questions from scratch I would rather use something that already exists.

Does anyone have a sample?

Thanks,

Harvey
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itil_asia
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Joined: Aug 31, 2004
Posts: 28
Location: South East Asia (Singapore, Malaysia, Thailand, Indonesia, Philippines)

PostPosted: Sun Jan 23, 2005 11:25 am    Post subject: Survey: Reply with quote

Internally, we had to type of feedback:
1: General survey with lots of questions (15-20 minutes to complete)
2: feedback on issue closing

(1) is done one or twice per year
(2) is done for statistic

Type of questions:
- general satisfaction level (user perception)
- time to respond to issue
- time to close the issue
- Prefered type of servicedesk (just taking/recording call and then transfered to skilled IT)
- knowledge of the servicedesk staff
- prefered method to interact with them (mail, voice, web, ...)
- usability of of the knwledge based
- How ServiceDesk could improve
- Additional services we want the servicedesk to provide
- ...
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