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Measuring the Customer Experience for Continuous Improvement

Despite the increasing requirement for IT and other support groups to demonstrate that they are value centers delivering efficient services, measurement of customer service levels is still largely an occasional or perception based process.

Infra's Customer Survey module removes the adhoc nature of measuring customer experience, by ensuring that all (or selected customers) are automatically surveyed after a call has been closed.

The module builds a comprehensive reference database, continually compiling statistics in the background of normal service desk operations. These statistics can be easily referenced through infraEnterprise reporting.

By obtaining feedback on the service received and channels used (including the Customer Portal itself), IT managers are able to fine-tune and ensure reuse of the service, with all the associated cost-efficiencies.

How Does it Work?

Surveys can be personalized for different audiences and sent to customers as an email containing an embedded URL. The customer completes the survey by clicking on the URL and submitting the customized web-based form. The information from the submitted form is captured in the database and added to the ever-growing statistical analysis of Service Desk activity.

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Infra provides ITIL Service Management and Help Desk solutions including Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Service Level Management and Availability Management software.