In this guide, we've put together 16 key help desk metrics that you need to keep tabs on to measure the effectiveness of your service desk.
Learn the eight key steps of how to measure customer satisfaction — and what to do with the data once you've captured it.
With its insightful reports and analytics, a service desk can prove to be a game-changer for your business. You can track individual as well as team performance, measure performance against SLAs, and closely monitor customer-focused KPIs like CSAT, NPS, etc. Moreover, you can identify your t...
IT help desk surveys specifically measure the customer’s satisfaction when receiving technical support from your representatives. It’s important to note that customers can be internal and external. Often when you are using an IT help desk survey, you are surveying your employees in the same way...
Do help desk agents capture problem solutions in a reusable knowledge base? Does the help desk use continuous, event-driven surveys to measure customer satisfaction? Does the help desk post key performance indicators such as customer satisfaction, first-call resolution and call cycle time? Do help...
It’s one of the most used standardized metrics worldwide to measure customer loyalty and stickiness. Many experts, includingFrederick Reichheld, refer to NPS as “The one number you need to grow.” Here is the formula to calculate NPS score: ...
Product management is a role primarily comprised of soft skills and strategy, which, at first glance, would make it challenging to measure quantifiably. But for a job that is all about moving the needle on vital corporate metrics, there must be some way to measure their performance and put ...
Therefore, benchmarking allows you to interpret your survey results meaningfully, offers you a clearer picture, and helps you measure the real success of your efforts. 8. Avoid Considering Incorrect or Incomplete Responses It is common for people to leave your survey midway and submit incomplete su...
Or you can create custom reports to measure what matters to you. You can find out: How many conversations have taken place? How quickly your team is responding to emails? What is the average time taken by your team to resolve an issue? This helps you assess team efficiency and pinpoint...
Plan your desk purchase to fit your equipment, rather than the other way around. If you plan to use one or more desktop monitors (which is recommended), measure the physical dimensions and ensure that your desk has room to hold them. ...