As part of the OneIT Incident Management process, we have set a goal that states: we satisfy customers and users with the way we handle their incidents. In addition, as part of the ITSM Program, we have committed to measuring and assessing whether we are meeting our goals. To that end, we have built and begun deploying customer satisfaction surveys for a set of assignment groups in our pilot.
The assignment groups in our pilot were selected by our Incident Management Tiger Team. Tiger Team members who made these selections are Walter Stokes, Dave Brown, Noah Wittman, and Jon Hays.
For all assignment groups in the pilot, once an incident is Closed, a survey will be sent to the customer asking them two questions: their satisfaction level of the service they received across a five-point scale with 1 being very dissatisfied and 5 being very satisfied; and whether they have any comments in regards to the service they received.
The Tiger team has set a goal of maintaining an average customer satisfaction rating of 4 or higher on this numeric scale. To meet this goal, they have committed to reach out to any customer who rated a service experience of 2 or below within five business days. Additionally, they have committed to review all submitted comments and, when appropriate, reach out to those customers within five business days. Feedback from this outreach should be discussed as appropriate with the service team.
Each Tiger Team member will identify the person responsible to perform these tasks, inform this person of the tasks, and set up regular review cycles to ensure that these tasks have been performed.
To enable this process, the ServiceNow team has created two weekly reports for each participating assignment group. The first report will list all surveys for an assignment group that received a rating of 3 or lower in the previous two weeks; the second report lists all surveys for an assignment group that were returned with comments in the previous two weeks.
Things to note:
- These reports will be emailed weekly on Monday morning.
- If you are responsible for more than one assignment group you may receive multiple sets of reports in the same email.
- You may receive a report that is blank because no survey results were received that were rated 3 or below and/or if no comments were submitted.
- If you are not receiving a report and would like to, ask the Tiger Team member who oversees your service to submit a request to the ServiceNow team.
Required Actions
- Review these reports each Monday.
- Identify which comments require outreach to the person who submitted the survey.
- Within five business days, reach out to each person who submitted a rating of 3 or below and/or submitted a comment requiring follow up. Gather any feedback that could help improve your customer service.
- Discuss the feedback you collect with the Service Director, Service Manager, Service Team as appropriate.