Surveying your clients is a way of measuring shopper satisfaction but if they take too much time away from other significant work, it will fall by the wayside. Automate both your requests for finishing the survey and your collection and reporting of the information. If yours doesn’t, consider customization that may enable it — it’s worth the investment. One of the finest techniques to discover how effective your clients think your assistance desk or forum is, is to take a survey.

Ask the folks that basically use the help desk or forum what they think about it.

Asking for ideas to boost your help desk or forum is a great idea. There are lots of approaches to surveying, but some are far more effective than others. Often times membership internet sites will send a consumer satisfaction survey of their assistance desk or forum to their entire list.

There are a few issues with this approach. This could either make your share of replies low or add unimportant replies to your info.

Since you only request this info once in a while, you’ll be nearly convinced to cram too much info into the survey. Frequently these surveys lack focus and don’t give you a clear image of performance. Every time a case is closed, meaning the issue was resolved and the resolution was communicated to the requester, a short survey on the case is sent to the requester.

October 30th, 2009 | Uncategorized | 73 comments