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Customer Satisfaction is top-of-mind for virtually every service organization.  And for good reason: it is the single most important measure of quality for a service desk or desktop support group.  But what about Agent Satisfaction?  How important is that, and why don’t more service desks track this metric?  It turns out that it’s plenty important, and every support organization should track and trend this metric on an ongoing basis.

Agent Satisfaction is the percentage of agents on the service desk that are either satisfied or very satisfied with their job.  It is typically measured annually or semi-annually using an Agent Satisfaction Survey.  Unfortunately, fewer than 30% of all service desks track Agent Satisfaction.  When I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter.  On both counts, they are wrong.  Here’s why…

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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