Take Action on Service Desk Customer Feedback

Take Action on Service Desk Customer Feedback

Drive up CSAT scores by asking the right questions and effectively responding to user feedback.

EXECUTIVE BRIEF

Analyst Perspective

Collecting feedback is only half the equation.

Executive Summary

Info-Tech Insight

Asking your customers for feedback then doing nothing with it is worse than not asking for feedback at all. Your customers may end up more dissatisfied than they were before, if their opinion is sought out and then ignored. It’s valuable to collect feedback, but the true value for both IT and its customers comes from acting on that feedback and communicating those actions back to your users.

Traditional service desk metrics can be misleading

The watermelon effect

When a service desk appears to hit all its targets according to the metrics it tracks, but service delivery is poor and customer satisfaction is low, this is known as the “watermelon effect”. Service metrics appear green on the outside, but under the surface (unmeasured), they’re red because customers are dissatisfied.

Traditional SLAs and service desk metrics (such as time to respond, average resolution time, percentage of SLAs met) can help you understand service desk performance internally to prioritize your work and identify process improvements. However, they don’t tell you how customers perceive the service or how satisfied they are.

Providing good service to your customers should be your end goal. Failing to measure, monitor, and act on customer feedback means you don’t have the whole picture of how your service desk is performing and whether or where improvements are needed to maximize satisfaction.

There is a shift in ITSM to focus more on customer experience metrics over traditional ones

The Service Desk Institute (SDI) suggests that customer satisfaction is the most important indicator of service desk success, and that traditional metrics around SLA targets – currently the most common way to measure service desk performance – may become less valuable or even obsolete in the future as customer experience-focused targets become more popular. (Service Desk Institute, 2021)

SDI conducted a Customer Experience survey of service desk professionals from a range of organizations, both public and private, from January to March 2018. The majority of respondents said that customer experience is more important than other metrics such as speed of service or adherence to SLAs, and that customer satisfaction is more valuable than traditional metrics. (SDI, 2018).

However, many service desk leaders aren’t effectively measuring customer feedback

Not only is it important to measure customer experience and satisfaction levels, but it’s equally important to act on that data and feed it into a service improvement program. However, many IT leaders are neglecting either one or both of those components.

A strong customer feedback program brings many benefits to IT and the business

Take Action on Service Desk Customer Feedback

Info-Tech’s methodology for measuring and acting on service desk customer feedback

Insight Summary

Key Insight:

Asking your customers for feedback then doing nothing with it is worse than not asking for feedback at all. Your customers may end up more dissatisfied than they were before if they’re asked for their opinion then see nothing done with it. It’s valuable to collect feedback, but the true value for both IT and its customers comes from acting on that feedback and communicating those actions back to your users.

Additional insights:

Understand how to measure customer satisfaction

Phase 1

Understand the main types of customer satisfaction surveys, principles for survey design, and best practices for surveying your users.

Three methods of surveying your customers

Pros and cons of the three methods

Which survey method should you choose?

Only relying on one type of survey will leave gaps in your understanding of customer satisfaction. Include both transactional and relationship surveys to provide a holistic picture of customer satisfaction with the service desk.

If you can only start with one type, choose the type that best aligns with your goals and priorities:

Info-Tech Insight

One-off surveys can be useful to assess whether a specific change has impacted satisfaction, or to inform a planned change/initiative. However, as they aren’t typically part of an on-going customer feedback program, the focus of this research will be on transactional and relationship surveys.

3 common customer satisfaction measures

The three most utilized measures of customer satisfaction include CSAT, CES, and NPS.

When to use each satisfaction measure

How to choose which measure(s) to incorporate in your surveys

The best measures are the ones that align with your specific goals for collecting feedback.

• Most companies will use multiple satisfaction measures. For example, NPS can be tracked to monitor the overall customer sentiment, and CSAT used for more targeted feedback.
• For internal-facing IT departments, CSAT is the most popular of the three methods, and NPS may not be as useful.
• Choose your measure and survey types based on what you are trying to achieve and what kind of information you need to make improvements.
• Remember that one measure alone isn’t going to give you actionable feedback; you’ll need to follow up with additional measures (especially for NPS and CES).
• For CSAT surveys, customize the satisfaction measures in as many ways as you need to target the questions toward the areas you’re most interested in.
• Don’t stick to just these three measures or types of surveys – there are other ways to collect feedback. Experiment to find what works for you.
• If you’re designing your own survey, keep in mind the principles on the next slide.

Info-Tech Insight

While we focus mainly on traditional survey-based approaches to measuring customer satisfaction in this blueprint, there’s no need to limit yourselves to surveys as your only method. Consider multiple techniques to capture a wider audience, including:

• Customer journey mapping
• Focus groups with stakeholders
• Lunch and learns or workshop sessions
• Interviews – phone, chat, in-person
• Kiosks

Principles for survey design

As you design your satisfaction survey – whether transactional or relational – follow these guidelines to ensure the survey delivers value and gets responses.

1. Focus on your goal

Don’t include unnecessary questions that won’t give you actionable information; it will only waste respondents’ time.

2. Be brief

Keep each question as short as possible and limit the total number of survey questions to avoid survey fatigue.

3. Include open-ended questions

Most of your measures will be close-ended, but include at least one comment box to allow for qualitative feedback.

4. Keep questions clear and concise

Ensure that question wording is clear and specific so that all respondents interpret it the same way.

5. Avoid biased or leading questions

You won’t get accurate results if your question leads respondents into thinking or answering a certain way.

6. Avoid double-barreled questions

Don’t ask about two different things in the same question – it will confuse respondents and make your data hard to interpret.

7. Don’t restrict responses

Response options should include all possible opinions (including “don’t know”) to avoid frustrating respondents.

8. Make the survey easy to complete

Pre-populate information where possible (e.g. name, department) and ensure the survey is responsive on mobile devices.

9. Keep questions optional

If every question is mandatory, respondents may leave the survey altogether if they can’t or don’t want to answer one question.

10. Test your survey

Test your survey with your target audience before launching, and incorporate feedback - they may catch issues you didn’t notice.

Prevent survey fatigue to increase response rates

If it takes too much time or effort to complete your survey – whether transactional or relational – your respondents won’t bother. Balance your need to collect relevant data with users’ needs for a simple and worthwhile task in order to get the most value out of your surveys.

There are two types of survey fatigue:

1. Survey response fatigue

Occurs when users are overwhelmed by too many requests for feedback and stop responding.

2. Survey taking fatigue

Occurs when the survey is too long or irrelevant to users, so they grow tired and abandon the survey.

Fight survey fatigue:

• Make it as easy as possible to answer your survey:
  • Keep the survey as short as possible.
  • For transactional surveys, allow respondents to answer directly from email without having to click a separate link if possible.
  • Don’t make all questions mandatory or users may abandon it if they get to a difficult or unapplicable question.
  • Test the survey experience across devices for mobile users.
• Communicate the survey’s value so users will be more likely to donate their time.
• Act on feedback: follow up on both positive and negative responses so users see the value in responding.
• Consider attaching an incentive to responding (e.g. name entered in a monthly draw).

Design and implement transactional surveys

Phase 2

Learn why and how to design a simple survey to assess satisfaction with individual service desk transactions (tickets) and a methodology for survey delivery that will improve response rates.

Use transactional surveys to collect immediate and actionable feedback

Recall the definition of a transactional survey:

• Survey that is tied to a specific customer interaction with the service desk (i.e. a ticket).
• Assesses how satisfied customers are with how the ticket was handled and resolved.
• Sent immediately after ticket is closed.
• Short – usually 1 to 3 questions.

Info-Tech Insight

While feedback on transactional surveys is specific to a single transaction, even one negative experience can impact the overall perception of the service desk. Pair your transactional surveys with an annual relationship survey to capture broader sentiment toward the service desk.

Transactional surveys serve several purposes:

• Gives end users a mechanism to provide feedback when they want to.
• Provides continual insight into customer satisfaction throughout the year to monitor for trends or issues in between broader surveys.
• Provides IT leaders with actionable insights into areas for improvement in their processes, knowledge and skills, or customer service.
• Gives the service desk the opportunity to address any negative experiences or perceptions with customers, to repair the relationship.
• Feeds into individual or team coaching for service desk staff.

Make key decisions ahead of launching your transactional surveys

If you want to get the most of your surveys, you need to do more than just click a button to enable out-of-the-box surveys through your ITSM tool. Make these decisions ahead of time:

Key decisions, continued

Define the goals of your transactional survey program

Every survey should have a goal in mind to ensure only relevant and useful data is collected.

• Your survey program must be backed by clear and actionable goals that will inform all decisions about the survey.
• Survey questions should be structured around that goal, with every question serving a distinct purpose.
• If you don’t have a clear plan for how you will action the data from a particular question, exclude it.
• Don’t run a survey just for the sake of it; wait until you have a clear plan. If customers respond and then see nothing is done with the data, they will learn to avoid your surveys.

Your survey objectives will also determine how often to send the survey:

Info-Tech Insight

Service Managers often get caught up in running a transactional survey program because they think it’s standard practice, or they need to report a satisfaction metric. If that’s your only objective, you will fail to derive value from the data and will only turn customers away from responding.

Design survey content and length

As you design your survey, keep in mind the following principles:

1. Keep it short. Your customers won’t bother responding if they see a survey with multiple questions or long questions that require a lot of reading, effort, or time.
2. Make it simple. This not only makes it easier for your customers to complete, but easier for you to track and monitor.
3. Tie your survey to your goals. Remember that every question should have a clear and actionable purpose.
4. Don’t measure anything you can’t control. If you won’t be able to make changes based on the feedback, there’s no value asking about it.
5. Include an (optional) open-ended question. This will allow customers to provide more detailed feedback or suggestions.

Q: How many questions should the survey contain?

A: Ideally, your survey will have only one mandatory question that captures overall satisfaction with the interaction.

This question can be followed up with an optional open-ended question prompting the respondent for more details. This will provide a lot more context to the overall rating.

If there are additional questions you need to ask based on your goals, clearly make these questions optional so they don’t deter respondents from completing the survey. For example, they can appear only after the respondent has submitted their overall satisfaction response (i.e. on a separate, thank you page).

Additional (optional) measures may include:

• Customer effort score (how easy or difficult was it to get your issue resolved?)
• Customer service skills of the service desk
• Technical skills/knowledge of the agents
• Speed or response or resolution

Design question wording

Tips for writing survey questions:

• Be clear and concise
• Keep questions as short as possible
• Cut out any unnecessary words or phrasing
• Avoid biasing, or leading respondents to select a certain answer
• Don’t attempt to measure multiple constructs in a single question.

Sample question wording:

How satisfied are you with this support experience?

How would you rate your support experience?

Please rate your overall satisfaction with the way your issue was handled.

Choose response options

Once you’ve written your survey question, you need to design the response options for the question. Put careful thought into balancing ease of responding for the user with what will give you the actionable data you need to meet your goals. Keep the following in mind:

Decide how often to send surveys

There are two common choices for when to send ticket satisfaction surveys:

SDI’s 2018 Customer Experience in ITSM survey of service desk professionals found:

Almost two-thirds (65%) send surveys after every ticket.

One-third (33%) send surveys after randomly selected tickets are closed.

Info-Tech Recommendation:

Send a survey after every ticket so that anyone who has feedback gets the opportunity to provide it – and you always get the chance to act on negative feedback. But, limit how often any one customer receives a ticket to avoid over-surveying them – restrict to anywhere between one survey a week to one per month per customer.

Plan detailed survey logistics

Plan detailed survey logistics

Plan detailed survey logistics

Plan detailed survey logistics

Response rates for transactional surveys are typically low…

Most IT organizations see transactional survey response rates of less than 20%.

… but there are steps you can take to maximize your response rate

It is still difficult to achieve high response rates to transactional surveys, but you can at least increase your response rate with these strategies:

1. Reduce frequency

Don’t over-survey any one user or they will start to ignore the surveys.

2. Send immediately

Ask for feedback soon after the ticket was resolved so it’s fresh in the user’s memory.

3. Make it short and simple

Keep the survey short, concise, and simple to respond to.

4. Make it easy to complete

Minimize effort involved as much as possible. Allow users to respond directly from email and from any device.

5. Change email messaging

Experiment with your subject line or email messaging to draw more attention.

6. Respond to feedback

Respond to customers who provide feedback – especially negative – so they know you’re listening.

7. Act on feedback

Demonstrate that you are acting on feedback so users see the value in responding.

Use Info-Tech’s survey template as a starting point

Once you’ve worked through all the decisions in this step, you’re ready to configure your transactional survey in your ITSM solution or survey tool.

As a starting point, you can leverage Info-Tech’s Transactional Service Desk Survey Templatee to design your templates and wording.

Make adjustments to match your decisions or your configuration limitations as needed.

Refer to the key decisions tables on slides 24 and 25 to ensure you’ve made all the configurations necessary as you set up your survey.

Design and implement relationship surveys

Phase 3

Understand why and how to design a survey to assess overall satisfaction with the service desk across your organization, or use Info-Tech’s diagnostic.

How can we evaluate overall Service Desk service quality?

Evaluating service quality in any industry is challenging for both those seeking feedback and those consuming the service: “service quality is more difficult for the consumer to evaluate than goods quality.”

You are in the position of trying to measure something intangible: customer perception, which “result[s] from a comparison of consumer expectations with actual service performance,” which includes both the service outcome and also “the process of service delivery”

(Source: Parasuraman et al, 1985, 42).

Your mission is to design a relationship survey that is:

• Comprehensive but not too long.
• Easy to understand but complex enough to capture enough detail.
• Able to capture satisfaction with both the outcome and the experience of receiving the service.

Use relationship surveys to measure overall service desk service quality

Recall the definition of a relationship survey:

• Survey that is sent periodically (i.e. semi-annually or annually) to the entire customer base to measure the overall relationship with the service desk.
• Shows you where your customer experience is doing well and where it needs improving.
• Asks customers to rate you based on their overall experience rather than on a specific product or interaction.
• Longer and more comprehensive than transactional surveys, covering multiple dimensions/ topics.

Relationship surveys serve several purposes:

• Gives end users an opportunity to provide overall feedback on a wider range of experiences with IT.
• Gives IT the opportunity to respond to feedback and show users their voices are heard.
• Provides insight into year-over-year trends and customer satisfaction.
• Provides IT leaders the opportunity to segment the results by demographic (e.g. by department, location, or seniority) and target improvements where needed most.
• Feeds into strategic planning and annual reports on user experience and satisfaction

Info-Tech Insight

Annual relationship surveys provide great value in the form of year-over-year internal benchmarking data, which you can use to track improvements and validate the impact of your service improvement efforts.

Understand the gaps that decrease service quality

The Service Quality Model (Parasuraman, Zeithaml and Berry, 1985) shows how perceived service quality is negatively impacted by the gap between expectations for quality service and the perceptions of actual service delivery: Gap 1: Consumer expectation – Management perception gap: Are there differences between your assumptions about what users want from a service and what those users expect? Gap 2: Management perception – Service quality specification gap: Do you have challenges translating user expectations for service into standardized processes and guidelines that can meet those expectations? Gap 3: Service quality specifications – Service delivery gap: Do staff members struggle to carry out the service quality processes when delivering service? Gap 4: Service delivery – External communications gap: Have users been led to expect more than you can deliver? Alternatively, are users unaware of how the organization ensures quality service, and therefore unable to appreciate the quality of service they receive? Gap 5: Expected service – Perceived service gap: Is there a discrepancy between users’ expectations and their perception of the service they received (regardless of any user misunderstanding)?

Your survey questions about service and support should provide insight into where these gaps exist in your organization

Make key decisions ahead of launch

Align the relationship survey with your goals

What is motivating you to launch the survey at this time?

Is there a renewed focus on customer service satisfaction? If so, this survey will track the initiative’s success, so its questions must align with the sponsors’ expectations.

Are you surveying customer satisfaction in order to comply with legislation, or directives to measure customer service quality?

What objectives/outcomes will this survey feed into?

What do you need to report on to your stakeholders? Have they communicated any expectations regarding the data they expect to see?

Does the CIO want the annual survey to measure end-user satisfaction with all of IT?

• Or do you only want to measure satisfaction with one set of processes (e.g. Service Desk)?
• Are you seeking feedback on a project (e.g. implementation of new ERP)?
• Are you seeking feedback on the application portfolio?

In 1993 the U.S. president issued an Executive Order requiring executive agencies to “survey customers to determine the kind and quality of services they want and their level of satisfaction with existing services” and “post service standards and measure results against them.” (Clinton, 1993)

Identify what you’re measuring

Info-Tech Insight

As you compose survey questions, decide whether they are intended to capture user satisfaction or effort: this will influence how the question is worded. Include a mix of both.

Determine a framework for your survey

If your relationship survey covers satisfaction with service support, ensure the questions cover the major aspects of service quality. You may wish to align your questions on support with existing frameworks: for example, the SERVQUAL service quality measurement instrument identifies 5 dimensions of service quality: Reliability, Assurance, Tangibles, Empathy, and Responsiveness (see below). As you design the survey, consider if the questions relate to these five dimensions. If you have overlooked any of the dimensions, consider if you need to revise or add questions.

1-5. Arlen, Chris,2022. Paraphrasing Zeithaml, Parasuraman, and Berry, 1990.

Cover logistical details of the survey

Use the Sample Size Calculator to determine your ideal sample size

Info-Tech’s End-User Satisfaction Diagnostics

If you choose to leverage a third-party partner, an Info-Tech satisfaction survey may already be part of your membership. There are two options, depending on your needs:

Design question wording

Choose answer scales that best fit your questions and reporting needs

Likert scale

Respondents select from a range of statements the position with which they most agree:

E.g. How satisfied are you with how long it generally takes to resolve your issue completely?

E.g. Very dissatisfied/Somewhat dissatisfied/ Neutral/ Somewhat satisfied/ Very satisfied/ NA

Frequency scale

How often does the respondent have to do something, or how often do they encounter something?

E.g. How frequently do you need to re-open tickets that have been closed without being satisfactorily resolved?

E.g. Never/ Rarely/ Sometimes/ Often/ Always/ NA

Numeric scale

By asking users to rate their satisfaction on a numeric scale (e.g., 1-5, 1-10), you can facilitate reporting on averages:

E.g. How satisfied are you with IS’s ability to provide services to allow the organization to meet its goals?

E.g. 1 – Not at all Satisfied to 10 – Fully Satisfied / NA

Forced ranking

Learn more about your users’ priorities by asking them to rank answers from most to least important, or selecting their top choices (Sauro, 2018):

E.g. From the following list, drag and drop the 3 aspects of our service that are most important to you into the box on the right.

Info-Tech Insight

Always include an optional open-ended question, which allows customers to provide more feedback or suggestions.

Test the survey before launching

Review your questions for repetition and ask for feedback on your survey draft to discover if readers interpret the questions differently than you intended.

Test the survey with different stakeholder groups:

• IT staff: To discover overlooked topics.
• Representatives of your end-user population: To discover whether they understand the intention of the questions.
• Executives: To validate whether you are capturing the data they are interested in reporting on.

Testing methodology:

• Ask your test subjects to take the survey in your presence so you can monitor their experience as they take it.
• Ask them to narrate their experience as they take the survey.
• Watch for:
  • The time it takes to complete the survey.
  • Moments when they struggle or are uncertain with the survey’s wording.
  • Questions they find repetitive or pointless.

Info-Tech Insight

In the survey testing phase, try to capture at least a few real-time responses to the survey. If you collect survey feedback only once the test is over, you may miss some key insights into the user experience of navigating the survey.

“Follow the golden rule: think of your audience and what they may or may not know. Think about what kinds of outside pressures they may bring to the work you’re giving them. What time constraints do they have?”

– Sally Colwell, Project Officer, Government of Canada Pension Centre

Monitor and maximize your response rate

Ensure success by staying on top of the survey during the period it is open.

• When will your users complete the survey? You know your own organization’s culture best, but SurveyMonkey found that weekday survey responses peaked at mid-morning and mid-afternoon (Wronski). Ensure you send the communication at a time it will not be overlooked. For example, some studies found Mondays to have higher response rates; however, the data is not consistent (Amaresan, 2021). Send the survey at a time you believe your users are least likely to be inundated with other notifications.
• Have a trusted leader send out the first communication informing the end-user base of the survey. Ensure the recipient understands your motivation and how their responses will be used to benefit them (O’Reardon, 2016). Remind them that participating in the survey benefits them: since IT is taking actions based on their feedback, it’s their chance to improve their employee experience of the IT services and tools they use to do their job.
• In the introductory communication, test different email subject lines and email body content to learn which versions increase respondents’ rates of opening the survey link, and “keep it short and clear” (O’Reardon, 2016).
• If your users tend to mistrust emailed links due to security training, tell them how to confirm the legitimacy of the survey.

“[Send] one reminder to those who haven’t completed the survey after a few days. Don’t use the word ‘reminder’ because that’ll go straight in the bin, better to say something like, ‘Another chance to provide your feedback’”

– David O’Reardon, Founder & CEO of Silversix

Analyze and act on feedback

Phase 4

Measure and analyze the results of both surveys and build a plan to act on both positive and negative feedback and communicate the results with the organization.

Leverage the service recovery paradox to improve customer satisfaction

A service failure or a poor experience isn’t what determines customer satisfaction – it’s how you respond to the issue and take steps to fix it that really matters.

This means one poor experience with the service desk doesn’t necessarily lead to an unhappy user; if you quickly and effectively respond to negative feedback to repair the relationship, the customer may be even happier afterwards because you demonstrated that you value them.

“Every complaint becomes an opportunity to turn a bad IT customer experience into a great one.”

– David O’Reardon, Founder & CEO of Silversix

Collecting feedback is only the first step in the customer feedback loop

Closing the feedback loop is one of the most important yet forgotten steps in the process.

1. Collect Feedback

• Send transactional surveys after every ticket is resolved.
• Send a broader annual relationship survey to all users.

• Calculate satisfaction scores.
• Read open-ended comments.
• Analyze for trends, categories, common issues and priorities.

• Respond to users who provided feedback.
• Make improvements based on feedback.

• Communicate feedback results and improvements made to respondents and to service desk staff.
• Summarize results and actions to key stakeholders and business leaders.

Act on feedback to get the true value of your satisfaction program

SDI (2018) survey data shows that the majority of service desk professionals are using their customer satisfaction data to feed into service improvements. However, 30% still aren’t doing anything with the feedback they collect. Collecting feedback is only one half of a good customer feedback program. Acting on that feedback is critical to the success of the program. Using feedback to make improvements not only benefits the service desk but shows users the value of responding and will increase future response rates.

“Your IT service desk’s CSAT survey should be the means of improving your service (and the employee experience), and something that encourages people to provide even more feedback, not just the means for understanding how well it’s doing” – Joe the IT Guy, SysAid

Assign responsibility for acting on feedback

If collecting and analyzing customer feedback is something that happens off the side of your desk, it either won’t get done or won’t get done well.

• Formalize the customer satisfaction program. It’s not a one-time task, but an ongoing initiative that requires significant time and dedication.
• Be clear on who is accountable for the program and who is responsible for all the tasks involved for both transactional and relationship survey data collection, analysis, and communication.

Assign accountability for the customer feedback program to one person (i.e. Service Desk Manager, Service Manager, Infrastructure & Operations Lead, IT Director), who may take on or assign responsibilities such as:

• Designing surveys, including survey questions and response options.
• Configuring survey(s) in ITSM or survey tool.
• Sending relationship surveys and subsequent reminders to the organization.
• Communicating results of both surveys to internal staff, business leaders, and end users.
• Analyzing results.
• Feeding results into improvement plans, coaching, and training.
• Creating reports and dashboards to monitor scores and trends.

Info-Tech Insight

While feedback can feed into internal coaching and training, the goal should never be to place blame or use metrics to punish agents with poor results. The focus should always be on improving the experience for end users.

Determine how and how often to analyze feedback data

• Analyze and report scores from both transactional and relationship surveys to get a more holistic picture of satisfaction across the organization.
• Determine how you will calculate and present satisfaction ratings/scores, both overall and for individual questions. See tips on the right for calculating and presenting NPS and CSAT scores.
• A single satisfaction score doesn’t tell the full story; calculate satisfaction scores at multiple levels to determine where improvements are most needed.
  • For example, satisfaction by service desk tier, team or location, by business department or location, by customer group, etc.
• Analyze survey data regularly to ensure you communicate and act on feedback promptly and avoid further alienating dissatisfied users. Transactional survey feedback should be reviewed at least weekly, but ideally in real time, as resources allow.

Calculating NPS Scores

Categorize respondents into 3 groups:

• 9-10 = Promoters, 7-8 = Neutral, 1-6 = Detractors

Calculate overall NPS score:

• % Promoters - % Detractors

Calculating CSAT Scores

• CSAT is usually presented as a percentage representing the average score.
• To calculate, take the total of all scores, divide by the maximum possible score, then multiply by 100. For example, a satisfaction rating of 80% means on average, users gave a rating of 4/5 or 8/10.
• Note that some organizations present CSAT as the percentage of “satisfied” users, with satisfied being defined as either “yes” on a two-point scale or a score of 4 or 5 on a 5-point scale. Be clear how you are defining your satisfaction rating.

Don’t neglect qualitative feedback

While it may be more difficult and time-consuming to analyze, the reward is also greater in terms of value derived from the data.

Define a process to respond to both negative and positive feedback

Successful customer satisfaction programs respond effectively to both positive and negative outcomes. Late or lack of responses to negative comments may increase customer frustration, while not responding at all to the positive comments may give the perception of indifference.

1. Define what qualifies as a positive vs negative score

E.g. Scores of 1 to 2 out of 5 are negative, scores of 4 to 5 out of 5 are positive.

2. Define process to respond to negative feedback

• Negative responses should go directly to the Service Desk Manager or whoever is accountable for feedback.
• Set an SLO for when the user will be contacted. It should be within 24h but ideally much sooner.
• Investigate the issue to understand exactly what happened and get to the root cause.
• Identify remediation steps to ensure the issue does not occur again.
• Communicate to the customer the action you have taken to improve.

• Positive responses should also be reviewed by the person accountable for feedback, but the timeline to respond may be longer.
• Show respondents that you value their time by thanking them for responding. Showing appreciate helps to build a long-term relationship with the user.
• Share positive results with the team to improve morale, and as a coaching/training mechanism.
• Consider how to use positive feedback as an incentive or reward.

Build a plan to communicate results to various stakeholders

Regular communication about your feedback results and action plan tied to those results is critical to the success of your feedback program. Build your communication plan around these questions:

Communication to your users impacts both response rates and satisfaction

Based on the Customer Communication Cycle by David O’Reardon, 2018

Ask users to provide feedback through transactional and relationship surveys. Thank them for completing the survey – show that you value their time, regardless of the type of feedback they submitted. Be transparent and summarize the results of the survey(s). Make it easy to digest with simple satisfaction scores and a summary of the main insights or priorities revealed. Before asking for feedback, explain how you will use feedback to improve the service. After collecting feedback, share your plan for making improvements based on what the data told you. After you’ve made changes, communicate again to share the results with respondents. Make it clear that their feedback had a direct result on the service they receive. Communicating this before running another survey will also increase the likelihood of respondents providing feedback again.

Info-Tech Insight

Focus your communications to users around them, not you. Demonstrate that you need feedback to improve their experience, not just for you to collect data.

Translate feedback into actionable improvements

Taking action on feedback is arguably the most important step of the whole customer feedback program.

“Without converting feedback into actions, surveys can become just a pointless exercise in number watching.”

– David O’Reardon, Founder & CEO of Silversix

Info-Tech Insight

Outline exactly what you plan to do to address customer feedback in an action plan, and regularly review that action plan to select and prioritize initiatives and monitor progress.

For more guidance on tracking and prioritizing ongoing improvement initiatives, see the blueprints Optimize the Service Desk with a Shift Left Strategy and Build a Continual Improvement Plan for the Service Desk.

Leverage Info-Tech resources to guide your improvement efforts

Map your identified improvements to the relevant resource that can help:

Map process for acting on relationship survey feedback

Use Info-Tech’s Relationship Satisfaction Survey Review Process workflow as a template to define your own process.

Map process for acting on transactional survey feedback

Use Info-Tech’s Transactional Satisfaction Survey Review Process workflow as a template to define your own process.

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This project will help you build a continual improvement plan for the service desk to review key processes and services and manage the progress of improvement initiatives.

Deliver a Customer Service Training Program to Your IT Department

This project will help you deliver a targeted customer service training program to your IT team to enhance their customer service skills when dealing with end users, improve overall service delivery and increase customer satisfaction.

Sources Cited

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“Understanding Confidentiality and Anonymity.” The Evergreen State College. 2022. Accessed October 2022.
"Highlights of the 2017 U.S. PIAAC Results Web Report" (NCES 2020-777). U.S. Department of Education. Institute of Education Sciences, National Center for Education Statistics.
Joe the IT Guy. “Are IT Support’s Customer Satisfaction Surveys Their Own Worst Enemy?” Joe the IT Guy. 29 August 2018. Accessed October 2022.
O’Reardon, David. “10 Ways to Get the Most out of your ITSM Ticket Surveys.” LinkedIn. 2 July 2019. Accessed October 2022.
O'Reardon, David. "13 Ways to increase the response rate of your Service Desk surveys".LinkedIn. 8 June 2016. Accessed October 2022.
O’Reardon, David. “IT Customer Feedback Management – A Why & How Q&A with an Expert.” LinkedIn. 13 March 2018. Accessed October 2022.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing, 49(4), 41–50.
Quantisoft. "How to Increase IT Help Desk Customer Satisfaction and IT Help Desk Performance.“ Quantisoft. n.d. Accessed November 2022.
Rumberg, Jeff. “Metric of the Month: Customer Effort.” HDI. 26 Mar 2020. Accessed September 2022.
Sauro, Jeff. “15 Common Rating Scales Explained.” MeasuringU. 15 August 2018. Accessed October 2022.
SDI. “Customer Experience in ITSM.” SDI. 2018. Accessed October 2022.
SDI. “CX: Delivering Happiness – The Series, Part 1.” SDI. 12 January 2021. Accessed October 2022.
Wronski, Laura. “Who responds to online surveys at each hour of the day?” SurveyMonkey. n.d. Accessed October 2022.

Research contributors

Sally Colwell

Project Officer

Government of Canada Pension Centre