> I'm a *big* fan of customer satisfaction. Ask the customers how the team > is working with them. Listen to what the customers value and form metrics > or data points around that.
One of the problems we're seeing relates directly to measuring customer satisfaction and trying to use that as a metric... Let's imagine a completely made-up scenario: The customer expects that the helpdesk technician should dispense $100 (made-up number) to the customer and, optionally, decrement the balance of the customer's bank account by the same amount. The customer is not satisfied with the answer that they should walk/drive to an ATM in lieu of contacting the helpdesk. The customer feels that the helpdesk technician was not helpful because the tech didn't go to the ATM on their behalf. Let's also imagine that the IT group gets a lot of those sorts of requests on a regular basis. The techs eventually realize that some techs are less afraid to simply handle potentially unpleasant situations than others, so those tickets/users get passed off to those particular techs. See where I'm going with this? _______________________________________________ Discuss mailing list Discuss@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
