Benchmarks for IT Customer Service – any samples/examples?

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This topic contains 3 replies, has 3 voices, and was last updated by  Steve Ressler 8 years, 9 months ago.

  • Author
  • #128924

    Lisa Kahn

    My group has been asked to develop benchmarks for determining customer satisfaction.

    Our primary function is as project managers and liaisons between the IT department and the end users (internal only).

    The immediate challenges I see is that

    • I honestly think no one knows we exist
    • Most of the projects take 6-8 months (or more)

    Has anyone had any luck developing benchmarks for something similar that I can use as a starting point?

    Please feel free to point me towards past threads. I did a couple fo searches but was unsuccessful.

    thank you.

  • #128930

    Steve Ressler

    At my old agency we worked on this and had a bunch of different names. I remember we modeled after FedEx I think.

    Not sure if we had any specific benchmarks though. Was more of just redefining the role as more internal sales/account managers to end users.

  • #128928

    Alison Simon

    Hi Lisa-

    Nice that you are developing benchmarks! A few ideas: first, because your customers aren’t familiar with you, your benchmarking data may need to be on just your work output and not necessarily your team. Knowledge of your team would also be something that you might want to measure to see if down the line, knowledge of your work team increases. Your options for collecting this information are somewhat limited. You can do an internet survey (with pop-ups) or you can try survey monkey (see the other discussion about using survey monkey in the gov’t). There may be one or two other options, but that’s pretty much what you can do.

    I also have to mention that you probably want to reach out to your customers before you implement anything to make sure you are covering their needs (is there something specific they would like to see included in the project?). That will help ensure higher customer sat numbers!!! I’d be happy to brainstorm more with you if you’d like. Just send me a message and we can chat. Good luck to you!!!


  • #128926

    Carol Davison

    I would contact “Best Places to Work in Federal Government” and ask their performance management person if they had critical elements, metrics and measures on performance plans that you could copy, or for IT contacts. Then send all that help you a nice thank you letter so they will help again next time.

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