Why is this important?
Understanding user needs is essential to improve Service Desk performance
Measuring the perception and experience with the Service Desk is essential for understanding how IT end users view the support they receive, particularly regarding incident handling and ease of resolution. Our Service Desk survey approach provides valuable insights, enabling you to compare your performance with other organizations and identify improvement areas. By using factual data, you can enhance service quality and push your Service Desk to the next level.
Your challenges
Balancing quality service with limited resources and budget constraints.
Managing high ticket volumes while ensuring timely issue resolution.
Keeping up with evolving technology and user expectations.
Maintaining staff morale amid high-pressure environments and demanding workloads.
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Why Built-In Survey Features of ITSM Tools Fall Short: Key Takeaways for Organizations
Organizations often use built-in survey features within IT Service Management (ITSM) tools like ServiceNow, Ivanti, or Jira to gauge user experience. However, this method can miss out on critical insights and improvements. Here are five key takeaways on why a sophisticated feedback program is essential over relying solely on built-in survey features:
- Low Response Rates and Survey Fatigue
- Generic, repetitive surveys lead to survey fatigue, causing low response rates.
- Sophisticated feedback programs use strategic sampling and meaningful surveys to maintain user engagement and gather insightful feedback.
- Lack of Detailed and Actionable Insights
- Generic surveys fail to capture nuanced user experiences and specific pain points.
- Advanced feedback systems provide detailed questionnaires to identify areas for improvement, essential for making informed decisions.
- Inadequate Feedback Analysis and Communication
- Built-in surveys often lack thorough analysis and effective communication back to users.
- Sophisticated feedback programs ensure robust data analysis and transparent communication, validating user input and demonstrating its value.
- Neglect of Customer Effort and Productivity Impact
- Standard ITSM surveys often overlook metrics like Customer Effort Score (CES) and productivity impact.
- Comprehensive feedback programs measure these aspects to streamline processes and enhance user satisfaction.
- Absence of Qualitative Feedback and Positive Reinforcement
- Automated surveys miss qualitative insights and detailed user stories.
- Sophisticated feedback mechanisms include open-ended questions to capture detailed feedback, fostering a motivated and efficient service desk team.
In conclusion, while built-in survey features in ITSM tools provide basic feedback, they lack the depth and detail needed for significant improvement. Investing in sophisticated feedback programs that integrate with ITSM tools can enhance user experience, drive continuous improvement, and boost productivity.
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