Does your level of service match your customers’ expectations? Can you provide your boss with hard evidence that you’re providing a quality service and value to the organization? Project management veteran Tom Mochal suggested in a recent column, “Use customer service surveys to measure your value,” that “If you’re not used to capturing metrics, you should start small and build from there,” and now he’s provided a place to start.
Download Mochal’s three service quality surveys to help you begin gathering feedback from your customers about your services today. The document includes three simple surveys to measure customers’ satisfaction with your service level. The first survey solicits ongoing feedback from end users for a support organization. The second is similar to the first but is focused on a non-support service organization. The third is targeted toward your customer management.
Why are metrics important?
It’s difficult to improve the quality of your deliverables or your processes without gathering metrics. Metrics provide an indication of the beginning state of quality, and by monitoring them over time, you can see whether quality is increasing or decreasing. Measuring your level of customer satisfaction on a continuing basis allows you to then focus more easily on areas that need improvement.

Some results are more easily obtained quantitatively. For instance, there’s usually no reason to send the finance department a survey to ask them if your spending is within budget. You should have those quantifiable facts available to you. In many cases, however, it is impractical or cost-prohibitive to try to gather exact and quantitative numbers.

To obtain those types of metrics, you can substitute a qualitative survey question for the quantitative metric. For instance, instead of trying to measure the exact response time of an application against some service-level standard, you could simply ask your main users how satisfied they were with the application response time. In the same way, you could measure the time it takes to resolve a customer problem by tracking when the initial request comes in, when you first respond, and when you resolve the problem—or, you could simply survey your customers to ask them if they were satisfied with the time it took to resolve the problem.

Surveys serve specific customer segments
Mochal’s download includes three distinct surveys to elicit metrics from a variety of customer types.

  • The Support Quality survey solicits the opinions of customers who receive your support services, including help-desk calls, fixing problems, responding to emergencies, answering customer questions, etc.
  • The Service Quality survey is used for customers who receive non-support services you provide, including consulting, coaching, mentoring, or any situation where you provide help that does not result in the creation of a deliverable.
  • The Team Performance survey is sent to management stakeholders who receive services from an entire team or group. This survey is not meant to show satisfaction with any particular instance or deliverable. Instead, it is sent periodically to measure the overall level of satisfaction with your team and the services you provide. This can be used for customers for whom you provide services as well as produce deliverables.

Each survey can be downloaded in Microsoft Word format for easy editing and customization. Click here to download these surveys and start gathering metrics today.
Do you have a survey, questionnaire, or other metrics-gathering tool that you’d like to share with your fellow TechRepublic members? Send it to our Inbox with an explanation of how and why you use it.