End-User Satisfaction
Help desk call responsiveness: This is about how easy and fruitful an experience calling a help desk is for an end user. This includes such things as how long it takes for the call to be answered and whether or not the initial interaction allows the end user to get to the nub of their problem quickly (good systems will have the user details flash up through cross-referencing the incoming call number with a customer database). If IVR is used how many steps before the caller can talk to a real person and whether or not the help desk systems allow for effective information pass-on or whether the end user has to explain their problem multiple times to multiple support staff as the problem is handed off.
Satisfaction Indicator: This is usually measured by questionnaires on user satisfaction that are randomly presented to users as they log on to systems.
Help desk knowledge (of customer business and customer technology platform) This is about whether or not support staff are sufficiently well briefed to be able to answer the majority of questions that might arise.
Satisfaction Indicator: Typically this is measured by the number of calls that are resolved at the first call.
Speed to repair: This covers both physical repairs and problem solving. Correlation between the severity of the problem (in the customer's eyes) and the speed to repair are key. If the majority of problems are resolved in a short time frame, but the population of problems resolved includes a handful of high-profile problems that were not resolved in a timely fashion, then the overall impression will be that the performance was not up to scratch, even though the empirical measures met benchmarks. This requires good communication with end users and the ability to effectively set expectations.
Satisfaction Indicator: This measure is usually covered in customer satisfaction surveys.
Going the extra yard: This refers to doing the extraordinary and delighting the end user. However last year's delight is this year's routine.
Satisfaction Indicator: Mechanisms for identifying and advertising these actions are key to demonstrating to customers that the value they obtain is over and above the strict obligations embodied in an outsourcing agreement.
Demeanour (how phones are answered, and the like): Front-line vendor staff cannot have bad days. Customers want to see that vendors establish work environments that are conducive to happy employees. While, as a rule, they are not prepared to pay a premium, they want vendors to share their strategies and plans for establishing good working environments for staff.
Satisfaction Indicator: This is usually assessed at annual reviews between the customer and the vendor.
Changes work the first time: This is related to the level of confidence and comfort that the customer has in the vendor. The knowledge that their IT is in safe hands is reinforced or threatened based on the number of times that work has to be repeated or repaired.
Satisfaction Indicator: This is usually measured by the number of instances in which these events occur. Other measures include delays experienced and the amount of variation in time/budget/scope that arises during the course of implementing a change.
Follow up: This relates to the timing frequency and quality of follow up with end users who interact with front-line support staff of the vendor.
Satisfaction Indicator: This is usually measured through customer satisfaction surveys.
Familiarity with and continuity of front-line support people: With outsourcing services increasingly being delivered using remote services models, there is great value placed by end users on being able to put a face to a name. Customers are seeking to institutionalize into contracts obligations for front-line staff (especially help desk staff) to visit customer sites and meet/mingle with end users. This is also seen as an advantage by vendors but represents real cost in respect to the time lost to the activity.
Satisfaction Indicator: This is measured by counting the number of individual visits that may occur during a reporting period.
Source: Andrew Switala, Hewlett-Packard Managed Services
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