The WorkSmart team is rooting for your success. As an IT service provider, we know that great service helps your organization grow. Quality IT support from a strategic partner helps you focus on your business goals rather than worry about your technology.
That’s why gauging customer happiness and getting feedback is extremely valuable, and why it’s important for us to have a way to measure and track the customer experience.
Here’s how we compute client happiness to provide consistently excellent IT support.
How did we do? Measuring the IT support experience
We send a survey when our support teams finish working on a service request, as a follow-up from an IT strategy and planning session, and at the end of a project. Used this way, it’s an ongoing communication channel for our clients to deliver honest feedback.
Because it’s based on a specific interaction with our team, you’re providing direct insight into how you feel when using our services. Knowing this in real-time can quickly uncover areas for improvement and prevent potentially painful experiences.
The metric used: CSAT
Customer Satisfaction Score (or CSAT) is a common way to measure the happiness of a specific experience. The metric is calculated using the response from one question: how did we do on this?
The following scale is used:
- Very unsatisfied
- Very satisfied
The CSAT score is the percentage of satisfied clients (scores 4 and 5) of the total responses. For example, in a survey of 100 clients where 87 responded as being satisfied (or very satisfied), our CSAT would be 87 percent.
Would you recommend us? Measuring the value of the partnership
By using a survey as a regular check-in with our clients, and not having a particular interaction trigger the feedback, we can gain insight into the overall health of the partnership.
Our purpose is to help our clients reach their full potential. Which can only be done by providing valuable services. The high-level perspective gained from these surveys helps us make sure that we’re exceeding our client’s expectations, focusing on the right technologies, and fueling their growth.
The metric used: NPS
Net Promoter Score (or NPS®) is a proven way of measuring the experience of an ongoing relationship. It gauges client loyalty with one, simple question: how likely are you to recommend WorkSmart to a friend or colleague?
Using a scale of 1 of 10, respondents fall into three categories:
- 9 or 10 is a promoter (clients that are loyal advocates)
- 7 or 8 is a passive (clients that are satisfied but a bit indifferent and could be lured away by a competitor)
- 6 or lower is a detractor (clients that are unhappy)
To arrive at the NPS score, which can range from -100 to –100, we subtract the percentage who are detractors from the percentage who are promoters. For example, in a survey of 100 clients where 90% were promoters and 15% were detractors, our NPS would be 75.
Why WorkSmart Loves Surveys
We know that no metric is perfect. However, having an organization-wide way to define and measure client happiness makes sure we can hold each other accountable for creating a positive experience.
Even more important than the score itself, to get the biggest impact, is the follow-up to the responses: why did you give us that score? We want to hear feedback from everyone, which provides a simple way to do so. By listening to what our clients have to say, we can better understand what they want and need from us.
WorkSmart wants you to be one of our happy clients. Check out our services online today!