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ITIL :: View topic - IT Customer Satisfaction
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IT Customer Satisfaction

 
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Curious
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Joined: Jul 23, 2010
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PostPosted: Fri Jul 23, 2010 11:55 pm    Post subject: IT Customer Satisfaction Reply with quote

Are there benchmark target levels of customer satisfaction that I can advise my client to shoot for over a period of 2-3 years? My client is a US federal agency.
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Brian1
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PostPosted: Tue Jul 27, 2010 1:35 am    Post subject: Reply with quote

Yes. There are organizations that publish benchmarks that can be used.
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Diarmid
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Joined: Mar 04, 2008
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Location: Newcastle-under-Lyme

PostPosted: Tue Jul 27, 2010 6:53 pm    Post subject: Reply with quote

They will be of little use to you, unless you can determine sufficient similarity in terms of scale, function, infrastructure, etc., and business objectives, and unless you can design sufficiently rigorous measurements that actually measure the same things. You also need to understand how these benchmark figures were arrived at in order to understand what they really mean.
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