Desktop Support Metrics: Customer Satisfaction

The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics, however, are only marginally relevant – at best! When it comes to KPI’s for Desktop Support, less is more!

The eight Desktop Support KPIs that really matter are the following:

Cost per Ticket

Customer Satisfaction

Technician Utilization

First Contact Resolution Rate (incidents)

Mean Time to Resolve

% Resolved Level 1 Capable

Technician Satisfaction

Balanced Scorecard

These eight metrics represent the 80/20 rule when it comes to Desktop Support: 80% of the value you receive from performance measurement and management in Desktop Support can be derived from these eight simple metrics!

One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on an ongoing basis. In fact, I would argue that cost and quality are the only two things that really matter. In Desktop Support, the most effective cost metric is Cost per Ticket, and the best indicator of quality is Customer Satisfaction.  In today’s blog, I will discuss Desktop Support Customer Satisfaction.

So how do we define Customer Satisfaction, and how is it measured?  Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their Desktop Support experience.  This metric can be captured in a numbers of ways including follow-up outbound calls/customer interviews, Email surveys that are automatically sent out by the trouble ticket system, postal surveys, etc.

Customer Satisfaction is strongly correlated with the following Desktop Service Level Metrics:

Incident First Visit Resolution Rate

Mean Time to Resolve Incidents

Mean Time to Fulfill Service Requests

Customer Satisfaction is one of the most important Desktop Support metrics.   It is a measure of how effectively Desktop Support conducts its business, and is the single most important measure of Desktop Support quality.  Any successful Desktop Support organization will have consistently high Customer Satisfaction ratings.  Some Desktop Support managers are under the impression that a low Cost per Ticket may justify a lower level of Customer Satisfaction.  But this is not true.  MetricNet’s research shows that even Desktop Support organizations with a very low Cost per Ticket can achieve consistently high Customer Satisfaction ratings.  Every Desktop Support organization should track and trend Customer Satisfaction on an ongoing basis.

In my next blog on Desktop Support KPIs I will discuss Technician Utilization.

MetricNet designs and implements Customer Satisfaction Surveys and Measurement programs for Desktop Support organizations worldwide.  For more information, please contact MetricNet.