When dealing with customer satisfaction, metrics are important. But so is the human component – it’s a key element to good customer experience and the creation of stronger bonds of trust and loyalty. Describing comprehensive ways that you can conduct a successful customer survey, we will discuss how helpdesk teams can gauge the empathy levels that their department is showing across all their interactions with end-users.

1. #SEE18
Customer Satisfaction
– Metrics made more human
Hannah Price
Service Management Consultant, TOPdesk UK

2. “By 2020, customers will manage 85% of their
relationships without ever interacting with a human.”
- Gartner
“By 2020, customers will manage 85% of their
relationships without ever interacting with a human.”
- Gartner

5. #SEE18

6. #SEE18
Programme
Why? Tradition
Hello from
the other
side
Winners
and Losers

7. #SEE18
Tradition
Survey
Analyse
Improve
Why? Tradition
Hello from the
other side
Winners
and Losers

8. #SEE18 Why? Tradition
Hello from the
other side
Winners
and Losers

9. #SEE18
Customer Satisfaction Project
Time
-ve+veViewpoint
Why? Tradition
Hello from the
other side
Winners
and Losers

10. #SEE18
The Gulf …
Why? Tradition
Hello from the
other side
Winners
and Losers

11. #SEE18 Why? Tradition
Hello from the
other side
Winners
and Losers

12. #SEE18
Do or
don’t
Why? Tradition
Hello from the
other side
Winners
and Losers
Hello from the
other side

13. #SEE18 Why? Tradition
Hello from the
other side
Winners
and Losers
Hello from the
other side
Do or
don’t
Question
time

14. #SEE18 Why? Tradition
Hello from the
other side
Winners
and Losers
Hello from the
other side
Do or
don’t
Question
time
Results
Day

15. #SEE18
Do or Don’t
Why? Tradition
Hello from the
other side
Winners
and Losers

16. #SEE18
Question Time
Why? Tradition
Hello from the
other side
Winners
and Losers

17. #SEE18
Result Day?
Why? Tradition
Hello from the
other side
Winners
and Losers

18. #SEE18
Hello from the
other side
Do or
don’t
Question
time
Results
Day
Why? Tradition
Hello from the
other side
Winners
and Losers

19. #SEE18
2014 Employee Handbook
“employees are expected to maintain a positive work environment by communicating in a
manner that is conducive to effective working relationships with internal and external
customers, clients, co-workers, management ...”

20. #SEE18 Why? Tradition
Hello from the
other side
Winners
and Losers

22. #SEE18
Do or Don’t
Why? Tradition
Hello from the
other side
Winners
and Losers

23. #SEE18
Question Time
Why? Tradition
Hello from the
other side
Winners
and Losers

24. #SEE18
Question Time
Why? Tradition
Hello from the
other side
Winners
and Losers

25. #SEE18
Result Day
Why? Tradition
Hello from the
other side
Winners
and Losers

26. #SEE18
Summary
Why? Tradition
Hello from
the other
side
Winners
and Losers

27. #SEE18
Thank you for listening
Hannah Price
TOPdesk UK
h.price@topdesk.com
www.topdesk.dk
www.linkedin.com/in/hannahcprice