How Measuring Customer Satisfaction Impacts Your Business

Customer satisfaction score (CSAT) is an important metric to measure how your customers feel about your service. If you aren’t measuring CSAT, you can never really be sure how your customers feel about you. This gap in data can be blissful ignorance to a raging fire that will lead to customer churn, or you are unaware of the raving fans you’ve built with your service. Either way it’s important to know this truth.

If you’re clients are happy you can use Simplesat’s social proof promotion tool to advertise the love you are getting from your clients.

Publish feedback right to your website

Also, it’s important to maintain that level of service and know when you’re slipping so you have the chance to make a few saves and win back the confidence of your customers.

Real-time specific feedback

If there is a raging fire of disappointment in your service you’re better off knowing that early, so you can understand the specific points of contention. If someone says, “your service sucks.” This isn’t really helpful. Especially if they tell you this as justification for why they are canceling your service! Feedback like:

  • “It took too long for someone to get back to me.”
  • “The issue wasn’t fixed and you closed the ticket.”
  • “Fred was not very friendly and didn’t answer my question.”

Each of these sting in different ways, but they are also breadcrumbs that lead you to solve issues in your service. Sometimes it’s a process issue, a communication issue, or a people issue. The specific feedback creates the opportunity for you to acknowledge the individual complaint and take corrective steps to reduce the likelihood of the issue recurring.

Dealing with a negative survey score

Ultimately an upset customer wants to be acknowledged. If someone logs a complaint in your CSAT system, like Simplesat, the system will generate a notice.

 Email notification of a negative survey in Simplesat

Email notification of a negative survey in Simplesat

Someone can then call that person and apologize for the service issue, hear them out, make any available remediation on the spot and acknowledge that you take their feedback seriously and will do better in the future.

Keep the feedback flywheel spinning

If people recognize that you take their feedback seriously and you provide proof of action through future behavior it will build their trust in you as a service provider. It will also encourages them to provide additional feedback. Both positive and negative. In many cases, I have found that the most vocal detractors can be won over to be your most vocal advocates. They simply need to be acknowledged and supported.

Real life example of CSAT rollout

Here is a real example of feedback from Theresa Kent of Providence Consulting, who implemented Simplesat. She was blown away by the power of the real-time data that Simplesat provided her and her team.

“We are getting back some customer satisfaction data! This data is BEYOND valuable as it is real-time, real scenario feedback. The amount of responses we have received has surpassed our initial expectations. This is great because this tells us that our clients truly want to let Providence know how we are doing.
As you can see, this is where we are after just a few short weeks. What good looks like to Providence
is having a satisfaction rate of >90%. We are there, but barely. It only took 1 neutral and 1 negative rating to have us drop almost 10%. Based on the comments that have come with the positive ratings though, I know this will shoot right back up! Keep up the amazing work—it shows and the proof really is in the pudding.”

Theresa Kent | Customer Success Manager
Providence Consulting

 

Managed Services Metrics Service Managers Should Focus On

Your managed services helpdesk team is very busy. There are several service desk metrics that can help measure your performance. Here are some metrics that a service manager should be focusing on.

Simple Service Desk Metrics

Open vs Close

The easiest service desk metrics to focus on is the number of tickets open versus number of tickets closed. If there are 200 support tickets opened in a day you should be closing at least 200 tickets a day. This is a simple measure of your closure rate. If you aren’t closing more tickets than you’re closing, you will end up with a backlog. A backlog of tickets will lead to longer resolution time on tickets which will lead to unhappy clients and stressed out support staff.

Mature Service Desk Metrics

Service Level Agreements (SLA)

Once your service desk reaches a certain level of maturity and is able to close more tickets than are opened in a day, the team can move on to more advanced service metrics. Service level agreements (SLA) ensure that when a support ticket is opened, it is acknowledged, started, and resolved in a set period of time. An SLA will ensure that not only is the simple volume of tickets being managed, but the priority of the tickets is being managed as well. Since not all tickets carry the same urgency, it’s important to be able to juggle a little and close the high priority requests fast. I did a very detailed blog post previously about managing SLAs [here].

Performance Management (Advanced metrics)

Tickets Per Tech

Once the team metrics are in place, you can start to focus on individual contribution. How many tickets should the support techs be closing? This can vary a lot from person to person, but having an expectation of output from each team member can be invaluable. Tier 1 support staff, in general, should be able to close 10-20 tickets a day. Tier 2 slightly lower at 5-10 and Tier 3 maybe 5 a day. Whatever the number is, just simply having an agreement between the team member and the service manager is important. This allows for a measure of the output from each team member against a target. If there is a slip in actual output, the manager can work with the staff member to determine why. It can also allow the manager to increase the team performance by setting higher output targets with the team.

Client Satisfaction (CSAT)

One of the key risks to increasing a helpdesk staff members output is it can often lead to low-quality closes. In order to hit a certain number, the helpdesk staff will simply close tickets without checking with the user to ensure they are satisfied with the resolution. When you’re smaller you can review each ticket to ensure the staff is following the support policy and contacting the user to make sure they are satisfied, but this approach doesn’t scale well. Using customer satisfaction (CSAT) as a team metric as well as an individual metric is a great way to protect the clients from quick-closes. Having CSAT scoring available to measure individual technicians metric is really useful as well. If you’re using Connectwise or Autotask surveys you’re likely not getting the amount of feedback that makes this a useful metric. Instead, use SimpleSat. SimpleSat makes it crazy simple for the client to give you quick feedback on every ticket that gets worked on. Plus the data is collected in a beautiful dashboard for easy review or team and individual staff members.

 Simplesat Connectwise Survey Dashboard

Simplesat Connectwise Survey Dashboard

So if you’re just getting started with MSP helpdesk metrics or you’re already a mature operator, make sure you are using CSAT to measure and manage your customers feedback about the quality of the service your team is delivering. Simplesat has a free 30-day trial to get you started and if you tell them that you heard about Simplesat from Evolved, they will give you 15% the posted website price.

 

Header image thanks to Infocash on Flickr.