End User & Customer Satisfaction Measurement & Dashboard
PCN helps you track customer and end user satisfaction to ensure contract compliance, as well as to proactively identify areas for improvement with our professionally designed and executed customer satisfaction surveys. Our customized solutions comprise survey and interview design, data gathering, analysis, and reporting.
We use a variety of techniques and approaches, including automated Web or e-mail-based surveys, group sessions, and one-on-one end user interviews, to help you measure key quantitative performance indicators (SLA compliance and utilization rates) and key qualitative factors (end user satisfaction with IT services, user adoption, and facility with enterprise IT applications, systems, and resources). Survey results are clearly and concisely presented in graphic dashboards and reports organized and formatted to your specifications. Our analysis will help you identify:
- Deviation from agreed to service levels
- Areas for improvement with internal or external IT service providers
- Areas where additional user training or education is required
- Opportunities for service improvement and to advocate regarding the quality of services provided