{"id":53094,"date":"2022-02-16T00:26:27","date_gmt":"2022-02-15T18:56:27","guid":{"rendered":"https:\/\/www.justwebworld.com\/?p=53094"},"modified":"2022-02-16T00:26:27","modified_gmt":"2022-02-15T18:56:27","slug":"how-does-the-service-desk-measure-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.justwebworld.com\/how-does-the-service-desk-measure-customer-satisfaction\/","title":{"rendered":"How Does the Service Desk Measure Customer Satisfaction: Things You Need to Know"},"content":{"rendered":"<p>In today&#8217;s market, businesses cannot afford to lag when it comes to customer service. Customer trust is easily broken, and one mistake might send your client straight to your competitors.<\/p>\n<p>It&#8217;s for this reason that large companies place so much emphasis on the customer satisfaction index and assessing client loyalty. If your <a href=\"https:\/\/www.justwebworld.com\/category\/business\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"text-decoration: underline;\">business<\/span><\/a> isn&#8217;t doing the same, you might be in for some nasty surprises.<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-53096\" src=\"https:\/\/www.justwebworld.com\/wp-content\/uploads\/2020\/09\/Customer-Satisfaction.png\" alt=\"Customer satisfaction\" width=\"600\" height=\"400\" srcset=\"https:\/\/www.justwebworld.com\/wp-content\/uploads\/2020\/09\/Customer-Satisfaction.png 600w, https:\/\/www.justwebworld.com\/wp-content\/uploads\/2020\/09\/Customer-Satisfaction-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>The next question is how to measure this metric. In this article, we&#8217;ll focus on different ways to calculate the customer satisfaction score, with a particular focus on frontline service personnel. We&#8217;ll answer the question, &#8220;How does the service desk measure customer satisfaction?&#8221;<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_65 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.justwebworld.com\/how-does-the-service-desk-measure-customer-satisfaction\/#How_Does_the_Service_Desk_Measure_Customer_Satisfaction\" title=\"How Does the Service Desk Measure Customer Satisfaction?\">How Does the Service Desk Measure Customer Satisfaction?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.justwebworld.com\/how-does-the-service-desk-measure-customer-satisfaction\/#Why_Customer_Satisfaction_is_a_Top_Priority\" title=\"Why Customer Satisfaction is a Top Priority\">Why Customer Satisfaction is a Top Priority<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.justwebworld.com\/how-does-the-service-desk-measure-customer-satisfaction\/#The_Customer_Satisfaction_Score_and_Other_Tools\" title=\"The Customer Satisfaction Score and Other Tools\">The Customer Satisfaction Score and Other Tools<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.justwebworld.com\/how-does-the-service-desk-measure-customer-satisfaction\/#Changing_How_We_Measure_Customer_Satisfaction_Is_Important\" title=\"Changing How We Measure Customer Satisfaction Is Important\">Changing How We Measure Customer Satisfaction Is Important<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.justwebworld.com\/how-does-the-service-desk-measure-customer-satisfaction\/#Final_Notes\" title=\"Final Notes\">Final Notes<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"How_Does_the_Service_Desk_Measure_Customer_Satisfaction\"><\/span><span style=\"color: #993300;\">How Does the Service Desk Measure Customer Satisfaction?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>According to <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\">PWC<\/a><\/span>, 73% of consumers rate experience as more important than price or product quality. Customer satisfaction is a more subjective than quantitative metric. This information may lead you to wonder, &#8220;How do you measure a feeling?&#8221;<\/p>\n<p>There are several good answers to that question. Before we go through them, however, we must understand why this metric is so crucial.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Why_Customer_Satisfaction_is_a_Top_Priority\"><\/span><span style=\"color: #008000;\">Why Customer Satisfaction is a Top Priority<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Measuring customer satisfaction is a top priority for many businesses. It&#8217;s easy to understand why. According to industry analyst <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.slideshare.net\/ekolsky\/cx-for-executives\" target=\"_blank\" rel=\"noopener noreferrer\">Esteban Kolsky<\/a><\/span>, 72% of satisfied customers tell six or more people about their experience. That&#8217;s the type of advertising that&#8217;s hard to beat.<\/p>\n<p>Conversely, a poor experience prompts 13% of people to tell fifteen or more people. With such numbers, it&#8217;s clear why customer satisfaction is essential.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"The_Customer_Satisfaction_Score_and_Other_Tools\"><\/span><span style=\"color: #008000;\">The Customer Satisfaction Score and Other Tools<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>To get an accurate read, you should use a selection of tools.<\/p>\n<ul>\n<li><strong>Customer Satisfaction Score<\/strong>: This is a popular measurement where companies ask clients if they&#8217;re happy with the product or service.<\/li>\n<li><strong>Net Promoter Score<\/strong>: A simple way to measure this is to ask clients how likely they are to promote your business. Detractors fall on the lower end of the scale, and promoters fall on the higher end. Subtract the number of detractors from promoters to find your NPS.<\/li>\n<li><strong>Churn Rate<\/strong>: The churn rate measures the number of clients that stop using your product or services. This measurement is useful because not all clients will complete a survey.<\/li>\n<li><strong>SMS<\/strong>: These are quick surveys sent after a customer interaction. Their effectiveness is debatable because many clients see them as an annoyance.<\/li>\n<li><strong>Customer Effort Score<\/strong>: A large part of client satisfaction centers on perceived effort. The CES gauges how easy the client felt it was to solve their problem.<\/li>\n<li><strong>Surveys and Polls<\/strong>: Service centers may send surveys via email or leave polls on their <a href=\"https:\/\/www.justwebworld.com\/top-social-networking-sites\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"text-decoration: underline;\">social media sites<\/span><\/a>.<\/li>\n<\/ul>\n<p>These methods are highly useful tools that businesses use to assess the client&#8217;s experience. The leading service company, <a href=\"https:\/\/supportyourapp.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"text-decoration: underline;\">SupportYourApp<\/span><\/a>, advises taking things a step further. According to the company&#8217;s service specialists, clients are becoming resistant to completing surveys.<\/p>\n<p>Research by Forrester supports this view. <span style=\"text-decoration: underline;\"><a href=\"https:\/\/go.forrester.com\/blogs\/predictions-2020-customer-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">Forrester<\/a><\/span> suggests that &#8220;Survey Overload&#8221; is becoming significant and will reach critical levels by the end of this year.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Changing_How_We_Measure_Customer_Satisfaction_Is_Important\"><\/span><span style=\"color: #008000;\">Changing How We Measure Customer Satisfaction Is Important<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Does that mean that companies should stop conducting surveys? Not at all. Firms must, however, look for innovative ways to gather the data that they require.<\/p>\n<p>Some companies overcome survey overload by rewarding clients for answering questions. Others look to other forms of data gathering such as.<\/p>\n<ul>\n<li>Reviews and mentions on <a href=\"https:\/\/www.justwebworld.com\/category\/social-media\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"text-decoration: underline;\">social media<\/span><\/a>.<\/li>\n<li>Live chat transcripts.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Final_Notes\"><\/span><span style=\"color: #008000;\">Final Notes<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Increased satisfaction means better exposure for the company and increased customer loyalty. It&#8217;s worthwhile to put in some effort into gathering data. A combination of traditional methods and passive data collection could help companies prevent survey overload while still getting the vital information they need.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In today&#8217;s market, businesses cannot afford to lag when it comes to customer service. Customer trust is easily broken, and one mistake might send your client straight to your competitors. It&#8217;s for this reason that large companies place so much emphasis on the customer satisfaction index and assessing client loyalty. If your business isn&#8217;t doing [&hellip;]<\/p>\n","protected":false},"author":105,"featured_media":53096,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[564],"tags":[53466,42501,53465,39464],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Does the Service Desk Measure Customer Satisfaction (2020)<\/title>\n<meta name=\"description\" content=\"In this article, we&#039;ll focus on different ways to calculate the customer satisfaction score, with a particular focus on frontline service personnel. 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