How well is your IT Support Organization doing?
The real answer lies “in the eyes of the beholder” as they say. What this means here is that your client’s perspective is what’s important, , , not what you and your IT staff think.
I’m not trying to stir up trouble but I do want to make a point.
IT managers usually have the same perspective – almost always they view how their IT support organization is doing this way:
- “Our IT employees work very hard and on the right things for our company.”
- “Our clients do not understand nor appreciate us.”
- “Clients do not do what they need to do to use our technology effectively.”
- “We don’t have enough money to do the job.”
Some of this may be true but the bottom line is that when you focus IT support, your client’s perspective is what’s really important.
Do you know what your client would say when asked about their IT support?
There are a few questions you should always have a good grasp about what they will say:
- “Is the IT support organization responsive to your needs?”
- “Is IT support effective in resolving your technical problems?”
- “Is IT support focused on your needs and issues?”
- “Are IT support employees professional and courteous in providing IT support?”
At a minimum, you need to evaluate and understand these issues on a somewhat regular basis. To do this, you can use a simple IT Support – Client Satisfaction Survey. There are only 5 questions and requires only a few minutes to complete.
CLICK HERE to download the survey tool.
A STRONG Recommendation in conducting surveys
Rather than sending a survey out and hoping your clients will fill them out and return to you, , , visit or call your client to conduct your survey and fill out the form yourself.
There are several reasons:
- You will get a much higher response, , , no one likes to fill out surveys.
- If the response is negative, you can ask a follow-up question or ask for an example to better understand your client’s perspective. You will learn much more than if they simply fill out the survey.
- Visiting your client and communicating with them one-on-one is always a good thing for you to do.
If you conduct a client survey, be sure to follow-up with results of the survey and actions to be taken to improve IT support. Otherwise, “Why do one?” It helps you gain credibility when you follow-up with specific action items.
Another thing to consider is to conduct your surveys twice a year, , , at least annually, and use the same questions each time. Doing this will help you monitor trends and see if you are making progress in providing support for your clients.