The Importance of Customer Satisfaction (CSAT) Surveys for IT Support

How Feedback Helps Your IT Support Provider Deliver Better Service

When it comes to collecting feedback through surveys like CSAT, it is often thought that the executor of the improvements can only be the C-suite or management class. However, it's not true for so many reasons, especially when you have an IT support partner. See, when you get the feedback, you come up with a plan to resolve the problem. So, the support partner receives your plan and takes it as a task without knowing that it's to tackle some problem.

Similarly, if the IT support partner itself sees a decline in the performance and decides to enhance the performance, it's not very easy to do so. Again, the IT service provider knows nothing about what's going wrong. So, that's why letting your support partner Know About the feedback is important. But what about the Benefits?

Improves Communication and Building Trust

Asking your employees to tell you about the support and how they are helping or not gives them a message that their voice is being heard. So, when they will have to provide their feedback, they will take it seriously. Moreover, on the other hand, the receiving party of the feedback will also obey the feedback because you didn't leave them without letting them know what was wrong. It basically ensures a better connection between both parties, leading to unparalleled communication and transparency.

Understand Employee Experience

Just like you want your customers to be happy, you should also make sure that your employees are happy, too. And getting feedback does exactly the same. It helps you understand what's going wrong with the services they are getting in the company, one of which is IT support. And hence you get to know their problems. Now, acting on these problems leads to an increase in employee satisfaction.

Encourages Ownership and Responsibility

Accountability is the key to sincerity and dedication toward resolving the issues your customers are having. But if no one takes accountability, it means there's a lack of customer centricity. In the case of IT support, the customers are your employees, and if they are having problems, then the IT support company should be accountable. But in order to make them accountable, you'll have to show their mistakes or lack of quality in their services, which you can do with feedback like CSAT.

Utilizing Different Feedback Channels

Now, collecting and sharing feedback can be done in many ways. Here are two of the most effective ones. 

Internal Channel

In an internal feedback mechanism, you collect and analyze the feedback. It can be done through a meeting or survey. Moreover, to make it easier, you can also use a rating scale survey along with open-ended questions. It will help you categorize the data easily, and sentiment analysis will become easier as well. Now, the results can be shared with your IT support partner.

Direct Channel

Now, the direct method is done with tools like the CSAT Survey, which is facilitated by software. This method is more transparent and ensures that the results are totally unbiased. For this method, you can choose any software like QDegrees' SurveyCXM, which is a comprehensive CSAT Calculator and insight generator tool. With this software, you can deploy the survey on each interaction, which, in this case, can be resolved by the IT support for every token. As the token is resolved, the CSAT survey will go to the employee, asking about their experience with the resolution. With this method, the IT support partner can look at the CSAT score in real-time, and the CSAT score calculator will be updated with each interaction.

Navigating Feedback: The Value of Both Praise and Criticism

The Power of Positive Feedback

Providing positive feedback helps create a cycle of continuous improvement. Basically, when you appreciate someone's effort, they don't hesitate to go the extra mile for you. When IT support receives positive feedback, they are naturally motivated to perform even better in the future. This encouragement leads to a positive loop where great service results in more positive feedback, ultimately benefiting everyone involved.

The Importance of Negative Feedback

Negative feedback is equally important. The reason is that it highlights areas that need improvement, whether in processes or training. Without constructive criticism, IT service providers may remain unaware of performance gaps. However, it's essential to ensure that negative feedback is framed appropriately. Feedback given in a harsh or confrontational tone can overshadow its intended purpose.

Conclusion

In essence, feedback, whether positive or negative, always has a positive impact if provided at the right time to the right person. You just have to ensure that it's not limited to the higher management but is also shared with your partners like IT support companies. It not only helps you get better Services but also saves your resources from being spent on an overhaul of the service provider.