Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

IT Customer Survey Development Recommendations


Published on

This presentation was developed to educate senior managers and staff in the process of creating customer satisfaction surveys with traceable results.

Published in: Business
  • Be the first to comment

  • Be the first to like this

IT Customer Survey Development Recommendations

  1. 1. IT Operations Performance Assessment Recommendations for Creating a Meaningful Customer Survey with Traceable Results Jim Soltis Senior Metrics Analyst
  2. 2. Suggested Strategy <ul><li>Assess the current operational status by: </li></ul><ul><ul><li>Identifying areas of strength and areas needing improvement by developing and distributing a comprehensive customer survey </li></ul></ul>1
  3. 3. Vision Statement <ul><li>Is there a vision in place for this organization? </li></ul><ul><li>State the vision and long term direction </li></ul>2
  4. 4. Goals and Objectives <ul><li>What are the Primary Goals? </li></ul><ul><ul><li>World Class IT Operations & Customer Service </li></ul></ul><ul><li>What are the Objectives? </li></ul><ul><ul><li>Complete Customer Satisfaction </li></ul></ul><ul><ul><li>Continuous Improvement </li></ul></ul>3
  5. 5. Today’s Situation <ul><li>Exponential growth of the network infrastructure and number of users / workstations is quickly outpacing the ability meet the SLA </li></ul><ul><li>Urgent need to measure performance and service quality to consistently meet the customers’ needs </li></ul>4
  6. 6. How Did We Get Here? <ul><li>CINCPACFLT IT-21 Initiative </li></ul><ul><li>Forging ahead with systems acquisition </li></ul><ul><li>Lack of an initial baseline makes it difficult to measure the impact of incremental computer technology upgrades today </li></ul><ul><li>Original assumptions become outdated very quickly </li></ul>5
  7. 7. Available Options <ul><li>Use the current survey (Solution Providers) </li></ul><ul><li>Develop a new, measurement based survey </li></ul><ul><ul><li>Slow, painful process </li></ul></ul><ul><ul><li>Completely customized for our organization </li></ul></ul><ul><ul><li>Ability to tie questions directly to the SLA </li></ul></ul><ul><ul><li>Buy-in from measured functions is imperative prior to administering the survey </li></ul></ul>6
  8. 8. Available Options - Con’t. <ul><li>Purchase IT specific survey software </li></ul><ul><ul><li>Flexibility </li></ul></ul><ul><ul><li>Objectivity </li></ul></ul><ul><ul><li>Survey framework is in place </li></ul></ul><ul><ul><li>Potentially quicker solution </li></ul></ul><ul><ul><li>Ability to relate questions to the SLA </li></ul></ul>7
  9. 9. Recommendation <ul><li>Develop a Plan of Action to improve customer satisfaction levels </li></ul><ul><ul><li>Decide what areas need to be measured </li></ul></ul><ul><ul><li>Establish an action team to develop comprehensive survey questions </li></ul></ul><ul><ul><li>Evaluate COTS software solutions </li></ul></ul><ul><ul><li>Tie survey results to the SLA </li></ul></ul><ul><ul><li>Periodically evaluate survey “Report Card” </li></ul></ul>8