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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!