IT help desks and service desks are getting bigger on metrics and capitalizing on data insights. But in an environment where customer choices are made on the strength of service quality, how exactly can you tell where to improve?
Questionnaires ask a lot of time-poor, stressed-out users which explains why emailed multi-question surveys struggle to elicit a 2-5% response rate. Fail to pinpoint an individual customer issue fast enough and you could lose them forever. Collate feedback that isn’t representative of your user base and you’re flying blind.