Service Desk Excellence is a proven method for measuring customer satisfaction in practice. Through online surveys, end users provide feedback on quality, speed, effort, and areas for improvement, based on which ticket handling is classified from failed to excellent.
The end user is the benchmark for our service provision.
The added value of the service desk is visible to everyone.
Our primary source for improving service provision.
Thanks to high response rates, we have ample data for new insights.
ITSM Tool Integration: Connectors are available for integration with the ITSM platforms TOPdesk™ and ServiceNow™. For other platforms, we integrate via an API interface.
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Execution: Send direct, daily, or weekly emails for evaluation of closed incidents, service requests, changes, and inquiries. In your own branding and through your own internet URL.
Reporting: Through an interactive dashboard for analysis, including breakdowns by attributes such as division, process, resolver group, channel, etc. It includes all comments from end users.
Maastricht University measures customer satisfaction using the Service Desk Excellence method. The service provision is improved based on continuous feedback. Product Owner Servicedesk Roel Bleize explains why customer satisfaction is important and how the results are utilized.
Improving service delivery is a team effort with direct input from our end-users.
Product Owner ICTS Servicedesk
Download the presentation containing information about the method, reports, and applications.
Method: Three characteristics of every successful ticket handling
Ticket qualification from failed to excellent
Reports and analyses
Sample surveys
Application areas
Integration with ITSM tools
Security and GDPR compliance
Service provision and costs
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