Customer Quality of Experience

Benchmarking the Quality of your IT Services:

Customer Quality of Experience (QoE) Survey

• What do customers think of the service you provide?
• Would this be useful information to know?
• What if you could show the connection between your Service Improvement Programme and improvements to IT Service Quality?

The Challenge

Whilst IT performance may be part of a larger organisation employee survey, or for an external service provider, a high level customer survey as well as survey/customer data collected at the transactional level, this data does not necessarily help address specific IT service quality issues. What if you could get the customer perspective on:-

• Performance of the IT organisation overall?
• Performance of individual customer facing IT services, for example, a SAP service?
• Performance of the Service Desk?

The challenge is to collect data that is meaningful to the business and of use to IT so that concrete action can be taken to address service quality. This may present a problem for external providers if they are not allowed to directly survey the business. This sort of data must therefore be provided by the customer's IT organisation.

This challenge is addressed by a survey method called SERVQUAL. SERVQUAL's heritage is the service industry but it has been further extended for use in the IT industry and is recognised as a proven method of benchmarking the quality of IT services.

How we can help

Customer Quality of Experience (CQoE) Service

ProActive's CQoE service is a very cost-effective way of collecting the CQoE data and formulating a plan of action. The deliverable is a report that provides an excellent insight into the business perception.

Download the pdf for further information, or contact us to discover how this service works!

CQoE ChartTM is a trademark of ITSM Research Group LLC.