Good morning everyone,
I would like to share with the community a customer satisfaction survey based on the critical dimensions of quality for services based industries.
Critical Dimensions of quality for services:
- time and timeliness: how long must a customer wait for service and is it completed on time
- Completeness: is everything the customer asked for provided?
- Courtesy: how are customers treated by employees?
- Consistency: is the same level of service provided to each customer each time
- Accessibility and convenience: how easy is it to obtain the service?
- Accuracy: is the service performed right every time?
- Responsiveness: how well does the company react to unusual situations?
We are looking to implement a balanced scorecard approach when it comes to better understanding the quality of service we are providing. Currently we have quantitative data on how many tickets, from where we are closing but we don’t have any qualitative information about how successfully we were from a customer service perspective. That being said, we are going to institute a customer satisfaction survey. Our long term goal is to produce quarterly/ annual reports and actions taken to correct issues that are identified or opportunities presented.
Timing and selection:
Our survey is tied into our service desk and emails customers every Thursday at 9am; we selected Thursday as, we hypothesized, people are in better moods as they can almost see the weekend yet are far enough away as to still be in work mode. On Thursday at 9am, we run a query to randomly select 20 tickets closed within the last 7 days (excluding SPAM) without duplication of customers; i.e. we do not send a specific person the survey more than once in a given week. The email they receive is designed to entice them to complete the survey.
Subjet of Survey: Help <insert name of IT group> IT Improve | Complete this Survey!
Body of email:
Are we (<name of IT group>) Superheros or Superzeros? It is your turn to tell us what you think about the recent service we provided you, in a completely anonymous manner. You were randomly selected to participate in this survey because you are awesome, and we know you will be completely honest in your feedback (both the good and the bad)!
To accept this challenge, take the survey (avg. time to complete < 3 minutes):
<link to survey>
Recent support request (for reference only):
* Title = $title
* Ticket number = $ticknum
* Date Closed = $closed
* Assigned Tech = $owner_fullname $owner_email
* Queue = $queuename
Thank you in advance,
<manager’s contact information>
A manager’s contact information is included in the email, so if one feels overly inclined, they can call or email them directly to discuss a recent service encounter. All questions in the survey are optional, none are required; we did not want to pester the person taking the survey, we wanted them to complete it quickly and without errors.
The link within the email brings them to the survey, reminds them that it is anonymous and lists the same manager’s contact information again (for consistency).
The first five questions are all ordinal questions based on the critical dimensions of quality for a service based industry.
The next two questions are open ended:
1) any additional feedback - fairly standard
2) the second open ended question is what we call our “what if” or “imagine” question, designed to capture what we do not see, or are not aware of. It is an opportunity question, and we are most interested in seeing what the answers are.
After these questions we ask for basic demographic information so we can create fancy pivot tables to analyze the data.
Here is a link to our DEMO survey, which is identical to our production survey. We duplicated the surveys so we can share it without impacting our production results. Please feel free to view/ take the DEMO survey as much as you want, use it in your environment if need be, and adjust it as needed . You will know it is the DEMO survey as there is a large bold note indicating it.