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measurement

Transactional surveys

Custom surveys

Inter-team service quality

Process capability and maturity

Transactional Surveys

Description

The transactional survey is a hosted electronic survey for the measurement of client satisfaction with a recent service event. This survey is for incidents, service and change requests. Up to 15 analysis parameters can be used for deep analysis of the results. There are also two substitutions that can be used to inform the client the type and description of the service they received and name of the service group that provided it. Three consecutive months of transactional surveys will provide a valid service quality trend.

Prerequisite

Nil

Deliverables

  1. Site set up and testing
  2. Cohort and parameter selection advice
  3. Distribution and administration of the survey
  4. Results analysis and reporting
  5. Survey marketing and communications strategy
  6. Reporting plan for IT staff and clients
  7. Monthly Phone/online results interpretation
  8. Quarterly results review and recommendations
  9. Unlimited email support

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Custom Surveys

Description

Systems Thinking offers a full service for surveying. From determining the survey objective, writing the questionnaire, selecting the cohort. The transactional survey is a hosted electronic survey for the measurement of client satisfaction with a recent service event. This survey is for incidents, service and change requests. Up to 15 analysis parameters can be used for deep analysis of the results. There are also two substitutions that can be used to inform the client the type and description of the service they received and name of the service group that provided it. Three consecutive months of transactional surveys will provide a valid service quality trend.

Prerequisite

Nil

Deliverables

  1. Site set up and testing
  2. Cohort and parameter selection advice
  3. Distribution and administration of the survey
  4. Results analysis and reporting
  5. Survey marketing and communications strategy
  6. Reporting plan for IT staff and clients
  7. Monthly Phone/online results interpretation
  8. Quarterly results review and recommendations
  9. Unlimited email support

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Inter-team Service Quality

Description

A multi-directional assessment used to quantify the primary service relationships within IT using service quality criteria. It is used to identify areas where silo’s contribute to hampering client service satisfaction.

Prior to the workshop we recommend an inter-team assessment be conducted about the service quality delivered by the Third tier group. The respondents for the survey are Client Services staff. This is often the first real evidence for staff that they have customers whose needs they have to meet.

As surveys of this type are rare, the teams are usually reliant solely on anecdotal evidence as their feedback mechanism. This one sided view doesn’t identify or quantify areas requiring improvement. While staff are familiar with receiving negative feedback they are often surprised to see positive results from the assessment.

The assessment contains eleven questions covering:

  1. Overall satisfaction
  2. Responsiveness
  3. Approachability
  4. Helpfulness
  5. Awareness of business priority
  6. Proactive Communication
  7. Reactive Communication
  8. Respect
  9. Technical capability
  10. Working well
  11. Needs improvement

Prerequisite

Nil

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Process Capability & Maturity

Description

Assisted self assessment of process quality (Capability and Maturity) and the quality of systems supporting the process.

Prerequisite

Nil

Deliverables

Comprehensive information (Graphical and Tabular format)on process quality

  1. Process Capability
  2. Process Maturity
  3. Coverage
  4. Silo issues to address
  5. Gap and the workload required to close i t
  6. Process support capability (People, Technology, Training, Documentation levels
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