Are you giving your customers the opportunity to provide feedback
throughout the service lifecycle? Many organizations send out surveys to customers when an incident or request is closed but this is merely one data point. In addition, the volume of surveys returned is often low and the true value of the information received is questionable as customers may provide an emotional response based on a feeling of relief that their problem is resolved or frustration related to having a problem in the first place.
Customer feedback is a gift. Whether it is good or bad, it can provide the IT Service Provider with valuable information about the customer’s perspective. Within the service lifecycle, there are numerous opportunities to collect customer feedback. Whether it is during strategy and budget discussions, requirements sign off, service level review meetings, post implementation, project related meetings, etc., customer feedback should be gathered for future discussion and use by the IT Service Provider.
Gathering feedback throughout the service lifecycle provides a holistic view of performance. It considers services as well as staff performance outside of the Service Desk. The impact of customer emotions will be minimized as the feedback is not always associated with a point in time where there is a disruption.
Consider developing feedback mechanisms for every phase of the lifecycle. The information gathered may surprise you!