Customer satisfaction isn't just a feel-good metric - it’s the driving force behind service excellence. In a recent LinkedIn survey conducted by Alemba, 57% of IT professionals stated that customer satisfaction is the KPI metric that has the biggest impact on their organization. This reinforces the critical role of customer feedback in shaping IT service management (ITSM) strategies. In this blog, we’ll explore why measuring customer satisfaction is essential for ITSM teams, share actionable tips to enhance customer satisfaction (CSAT) tracking, and demonstrate how Alemba Service Manager (ASM) - a leading ITSM solution - can help optimize satisfaction measurement and success within your ITSM platform.
Tracking customer satisfaction provides ITSM teams with valuable insights into how well they are meeting user needs. Here are a few reasons why measuring CSAT is crucial within an ITSM system:
Now that we understand why measuring CSAT is essential, let’s explore some best practices to enhance how you measure and report on it with your ITSM software.
Implementing well-structured surveys ensures consistency in how customer feedback is collected within your ITSM system. The Likert scale, which ranges from “Strongly Disagree” to “Strongly Agree,” is a widely accepted approach for measuring satisfaction levels.
Example survey question: “How satisfied were you with the resolution of your recent IT request?”
A Likert scale (e.g., 1-5 or 1-7) provides clear, quantitative data that can be aggregated and analyzed within your service desk software.
Likert Scale Survey Example in the ASM Customer Survey Module
Manually sending surveys can be inefficient. Automating survey distribution immediately after issue resolution ensures higher response rates and real-time feedback collection. ITSM tools like Alemba Service Manager can streamline this process by triggering surveys automatically.
Users are more likely to complete a survey if it is concise and inobtrusive to their customer journey. Limit surveys to a few key questions focused on:
Some users may be hesitant to provide honest feedback if they fear negative repercussions. Providing an option for anonymous surveys encourages candid responses and more accurate satisfaction scores within your ITSM platform.
Raw survey data is not enough - organizations need real-time dashboards that visualize trends over time. This helps service teams proactively address issues with dissatisfied customers before they escalate.
Analyzing customer satisfaction at different levels - by department, service request type, or priority level - provides more actionable insights. For example, if certain departments consistently report lower overall satisfaction, you can investigate specific concerns affecting them.
Customer satisfaction should not be analyzed in isolation. Combining CSAT with other key ITSM metrics such as First Call Resolution (FCR) rates, Mean Time to Resolution (MTTR), and Incident Reopen Rates offers a more holistic view of service performance within your ITSM software.
Collecting feedback is only the first step. Organizations should:
Alemba Service Manager (ASM) provides built-in tools to streamline customer satisfaction measurement and reporting. Here’s how ASM can support your organization in optimizing CSAT tracking:
ASM can automatically send surveys to users once their issue is resolved. This ensures immediate feedback collection, increasing response rates and improving the reliability of CSAT data.
One exciting feature of ASM is its ability to identify the frequency the user has been previously surveyed and if they are randomly selected it can skip them, reducing survey fatigue within your ITSM tool.
Agents have the ability to manually send a survey at crucial points within the customer support journey. For example, agents could send a survey at the end of complex calls to gain additional specific feedback without disturbing the automated survey schedule within your ITSM system.
ASM allows organizations to fully configure surveys according to their unique requirements. Customers can design surveys that include multiple question formats, such as Likert scale ratings, multiple-choice questions, and open-ended responses.
ASM also allows integration with Event Management, which automatically logs a ticket if a customer logs a particularly positive or negative survey response, so agents can follow up directly with the customer.
Each completed survey can be linked to the respondent, enabling service managers to analyze feedback at an individual level. This helps identify patterns related to specific customers, teams, or service categories.
The Alemba Reporting Engine aggregates customer survey data in real-time, providing a comprehensive customer experience dashboard. Service managers can:
Example of a Customer Satisfaction Survey Dashboard in ASM
Read how the Victoria University of Wellington increased customer satisfaction via an enhanced user experience with the enterprise self-service portal.
Measuring customer satisfaction levels is crucial for ITSM teams striving to improve service delivery and user experience. By following best practices such as standardizing surveys, automating distribution, and leveraging real-time reporting, organizations can make data-driven improvements to their company services.
Alemba Service Manager (ASM) simplifies this process with automated survey distribution, customizable feedback collection, and real-time analytics dashboards to track KPIs. By leveraging ASM’s capabilities, ITSM teams can enhance customer satisfaction, drive continuous service improvement, and ensure a high-quality user experience.
Ready to improve your customer satisfaction measurement and business success? Explore Alemba Service Manager today and take your ITSM reporting to the next level!
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