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user satisfaction

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User Satisfaction Surveys: Have you any templates available that will enable us to question and evaluate our service "levels" in a typical in-house IT department role across individual user satisfaction, department and or business unit level and strategic company goals?I have seen some, but I have no links. Are You handing it out...; Tags: easy-to, groupit@..., it management, survey, User, User Satisfaction; Q&A 2006-01-18
IT User Satisfaction Survey: Conducting an IT User Satisfaction survey for a client (HW, SW, Systems, Support, Performance, Help Desk etc). Does anyone know of any good templates, samples, white papers, tools or web sites where some current methodologies are available? Know of any good reasonably priced 3rd party tools on the market? ThanksHere...; Tags: Gozzie, information technology, it management, IT User Satisfaction, IT User Satisfaction Survey, SharePoint 2003, survey, tool, User Satisfaction; Discussion threads 2005-03-08

Additional Resources

User satisfaction survey form: User surveys offer an excellent way to determine the level of satisfaction among employees who rely on IT support services. But to get accurate and useful results, it's important to develop a clear and simple assessment form. This revamped version of our sample survey offers a mix of easily answered...; Tags: TechRepublic Inc., Survey, Marketing Research, Marketing; Download resources 2005-05-27
Members report measuring end-user satisfaction more often than you might think: End-user satisfaction should be a key metric for every help desk. But how often should satisfaction be measured? Find out what our members think in this Support Republic Polling Place Quick Poll.; Tags: Help desk, Call centers, James Detwiler; Technical articles 2002-08-28
New Methods for Strategic Customer Satisfaction Measurement: While customer satisfaction is a major goal of almost every enterprise organization, contact centers have been challenged to find ways to set benchmarks for customer satisfaction goals. When using customer surveys to gather satisfaction data, the key is in finding effective measurement tools, and gathering information in an accurate and...; Tags: Customer Satisfaction, Product Marketing, Marketing; Webcasts

Linking Employee Relationship Management to Customer Relationship Management: While an organization can do many things to improve employee satisfaction, focusing on activities and processes that link employee effort to customer value will likely yield satisfaction for both customers and employees. Key employee activities that can provide a direct impact on customer satisfaction include planning, training, informing, collaborating, and...; Tags: Employee Relationship Management, Customer Satisfaction, Employee Satisfaction, CRM, Product Marketing, Marketing; White papers 2006-08-01
Customer Satisfaction: Do You Know the Score?: Now, more than ever, companies across industries are realising the importance of ‘putting the customer first’ paying attention to customer satisfaction translates to enhanced shareholder value. Surprisingly, although corporations have spent millions on ad campaigns, Information Technology IT solutions, new customer service programmes and organisational changes customer satisfaction levels, across...; Tags: Customer Satisfaction, Product Marketing, Marketing; White papers 2002-07-01
Solving the CRM Employee Retention Problem: A Customer Service Approach (Part II): There is definitely a link in the customer service arena between the quality of service the customer receives and their levels of satisfaction. The better the service, the more satisfied the customer. And, when the customer is more satisfied, he or she is usually more loyal to the service provider....; Tags: Customer Service, QoS, Employee Retention, CRM, Product Marketing, Customer Relationship Management (CRM), Recruitment & Selection, Marketing, Enterprise Software, Software, Human Resources, Workforce Management; White papers
Six Sigma: High Quality Can Lower Costs and Raise Customer Satisfaction: This paper explains how implementing six sigma can lower cost and raise satisfaction among customers. Companies worldwide are turning to Six Sigma, the data-driven management approach popularized by General Electric, to help them improve performance, increase profitability and raise customer satisfaction. The ultimate goal of Six Sigma is flawless performance,...; Tags: Customer Satisfaction, Six Sigma, Tqm/Six Sigma/ISO 9000, Process Improvement, Quality, Business Operations, It Operations; White papers 2003-10-20
Case Study: The DCMA Improves Application Performance and Users' Satisfaction with WAN Optimization: This report examines how the U.S. Defense Contract Management Agency DCMA solved application performance issues resulting from server consolidation. As a result of implementing an IT consolidation solution that goes beyond costly bandwidth upgrades to WAN optimization, the DCMA was able to improve application performance and overall user satisfaction. Download...; Tags: Riverbed Technology Inc., Performance, Optimization, Application Performance, WANs, Server Consolidation, Network Technology, Networking, Servers, Hardware; Case studies 2008-01-31
The Customer Differential: Customer Relationship Management CRM is suddenly the talk of the town. It is a worldwide focus on customers, covered now in popular media and within corporate boardrooms around the world. Never before has there been such a focus on keeping customers coming back. Perhaps the closest business movement was the...; Tags: Customer Satisfaction, CRM, Product Marketing, Marketing; White papers
Guarantee Wireless Application Quality With a SLA: Service Level Agreements Smooth Relations Between Service Providers and Consumers: When one develops a wireless application, one needs to think about the satisfaction of the end user. More and more frequently, service providers are finding ways to quantify that level of satisfaction by establishing Service Level Agreements SLAs. An SLA lays down conditions under which a user can receive refunds...; Tags: SLA, Wireless Application, Service Level Management, Wi-Fi, Wireless, It Operations, It service Management; White papers 2003-10-14
Flexible Work Arrangements and Organisational Communication: An Australian Retail Experience: This study uses an empirical case study to examine the relationship between flexible work arrangements (whether employees work on a full-time or part-time basis) and communication satisfaction. Quantitative and qualitative data were collected from employees in a major Australian retail organisation resulting in 127 useable responses. Overall, respondents' ratings of...; Tags: Monash University, Employee, Communication Satisfaction, Human Resource Management (HRM), Recruitment & Selection, Organizational Structure, Human Resources, Workforce Management; Case studies
Beyond Satisfaction: How to Awaken End User Buy-In and Passion by Launching a Pervasive Support Automation Initiative: End users are becoming increasingly aware and accepting of new support mediums: web chat, remote support, and self service knowledge bases. In order to achieve maximum productivity and retain their buy-in, one must provide more than the typical support experience. End users must be able to maximize their effectiveness and...; Tags: Service Desk, Computer Associates International Inc., It Services, Remote Administration, Strategy, Management; White papers 2006-04-01
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?: The research discussed in this paper evaluates the effect of Customer Relationship Management CRM on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This...; Tags: American Marketing Association, Customer Satisfaction, CRM, Customer Knowledge, Product Marketing, Advertising & Promotion, Business Structures, Customer Relationship Management (CRM), Enterprise Software, Marketing, Finance, Software; White papers 2005-10-01
Customer Satisfaction Survey: Does anyone put put together an online customer satisfaction survey for Information Technology to be given to the customer to palce their feedback about the servies IT provide?. Regards.; Tags: ppowersoft@..., customer satisfaction; Discussion threads 2007-03-18
SAS Helps Wachovia Grow Customer Satisfaction and Loyalty: Heightened competition in the financial services industry is driving Wachovia Corp. and other institutions to become more customer-focused. With help from SAS, Wachovia, one of the largest providers of financial services to retail, brokerage and corporate customers, has achieved increased customer loyalty and profitability since placing an emphasis on customer...; Tags: SAS Institute, Customer Satisfaction, Wachovia Corp., Product Marketing, Marketing; Case studies
Optician Enhances Customer Satisfaction With New Business Intelligence Solution: One of the leading British opticians, Dollond & Aitchison (D&A), operates in an increasingly competitive market. To ensure customer satisfaction and retain existing clients, it worked with a legacy Business Intelligence BI Query and Reporting solution. This provided analysis of business data, but was slow and not user-friendly when detailed...; Tags: Customer Satisfaction, Microsoft Corp., Optician, Pricing, Business Intelligence, Tools & Techniques, Databases, Product Marketing, Enterprise Software, Marketing, Software, Data Management, Management; Case studies
Federated Identity Through the Eyes of the Deployer: As a deployer, one manages a software application accessed daily by thousands of employees or millions of consumers. For every one of them the user manages an account record, check credentials, control access to sensitive data or functions, and personalize the application's interface and behavior. For every one of them...; Tags: Sun Microsystems Inc., Identity Federation, Identity Management, Authentication/Encryption, Security; White papers 2008-02-29
Pathtrace Gets an Edge Over Competitors With WebEx Support Center for Enhanced Customer Satisfaction: Using WebEx Support Center to improve customer service and end user support can deliver positive ROI both through direct cost savings -- such as travel and on-site staff cost avoidance -- and other benefits including increased productivity, increased system availability, and increased customer satisfaction. Companies that implement Support Center for...; Tags: WebEx Communications Inc., Customer Satisfaction, Pathtrace, Roi/Tco, Finance, Managerial Accounting; Case studies 2005-11-01

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