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Customer satisfaction

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Guest user Created:   Nov 26, 2018 Last commented:   Nov 26, 2018

Customer satisfaction

Hi, Is there any popular framework or standard that show us how to measure my IT unit customer satisfaction? Thanks
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Branimir Valentic Nov 26, 2018

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I will focus mainly on frameworks/standards that advisera covers and can be useful for you. We have customer satisfaction in scope of ITIL/ISO 20000 and ISO 9001 documentation toolkits. You can use described methodology as well as templates to measure IT units' customer satisfaction.
Please check the templates for
ITIL/ISO 20000 - https://advisera.com//wp-content/uploads//sites/6/2015/06/App_3_Cust_Satisf_Survey_Premium_EN.pdf
https://advisera.com//wp-content/uploads//sites/6/2015/06/Business_Relationship_Mgt_Process_Premium_EN.pdf
ISO 9001 - https://advisera.com/9001academy/iso-9001-documentation-toolkit/ (see "CUSTOMER SATISFACTION" section)

Also, see the articles:
"Main elements of handling customer satisfaction in ISO 9001" https://advisera.com/9001academy/blog/2014/07/01/main-elements-handling-customer-satisfaction-iso-9001/
"ITIL Customer satisfaction – Design driven by outcomes" https://advisera.com/20000academy/blog/2014/07/08/itil-customer-satisfaction-design-driven-outcomes/
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Nov 26, 2018

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