For some time IT Partners have been contemplating the best way to implement a client survey process that tracks our work as Service desk tickets are completed. One of the key considerations was to ensure that it is simple and not intrusive, or time consuming for our clients. We believe that we have a start on this with a multi-choice, 5 question survey we have established through Autotask.
Firstly we will begin by sending the automated surveys relating to our Monthly helpdesk ticket. A Helpdesk ticket is created at the start of the month for general day-to-day issues that we anticipate to be resolved quickly, and closed at the end of the month.
Once we are happy with the trial we will then start sending tickets for all completed service desk tickets which includes project work or larger jobs such as installing new PC’s. Limitations will be set as a means of ensuring that multiple surveys are not sent to the same person in a short span of time.
This survey information is incredibly valuable to the success of IT Partners relationship with you so thank you in advance for your input!