REGISTER HERE

Presented by Charles Cyna, President, ThinkITSM Corp.

Most IT organizations would agree that customer satisfaction is an important measure.  However, when it comes to building a methodology to confidently measure it, there is some ambiguity about how to approach this challenge.

This session will explore how an IT organization can implement a sustainable, holistic customer satisfaction measurement system that will drive service improvement.

Key Learnings:

1.  Understand exactly who is the ‘customer’ in customer satisfaction

2.  Why your existing customer survey could be showing inflated satisfaction response

3.  Learn about the different methodologies for establishing a customer satisfaction baseline

4.  How to build a service improvement program around customer satisfaction

5.  How to design and build surveys that drive improvement!