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Customer satisfaction, employee satisfaction and ROI

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Guest user Created:   Mar 02, 2016 Last commented:   Mar 02, 2016

Customer satisfaction, employee satisfaction and ROI

How we can measurement customer satisfaction , employee satisfaction, and ROI for implementation of first phase ITIL framework (service desk) in BMI without any software ?
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Branimir Valentic Mar 02, 2016

Answer:
Customer satisfaction can be measured in following ways:
- customer satisfaction survey – ask them i.e. send them a questionnaire and find out
- use customer complaint/compliment form – this will be direct feedback. Important is to have process behind the form i.e. once complaint/compliment is submitted, someone takes care about it
- use mail which informs user that incident is resolved (and he should confirm the resolution) to ask him few questions in order to get his feedback.
Read the article “ITIL Customer satisfaction – Design driven by outcomes” (advisera.com/…/) to learn more.

Employee satisfaction is usually measured via internal satisfaction survey. The other option is to use organizational structure and get employees feedback (usually, and particularly in bigger organization, there is, e.g. once a year, official meeting between employee and their sup erior). Or, listen to your people and you will hear what they think.

ROI – we have it on this link, so please feel free to use it: https://advisera.com/20000academy/itil-iso-20000-tools/roi-calculator/
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Mar 02, 2016

Mar 02, 2016