Customer Satisfaction Measurement

The organization should, on a regular basis, measure customer satisfaction which will enable the organization to compare the agreed service delivery targets against the actual services delivered and customer loyalty (e.g. Customer Satisfaction Scorecard). The survey(s) could also be used to invite service improvement feedback as well as to reveal expected services and service levels which are over and above the committed services. Any gap between expected and committed service levels should be evaluated for possible indication of customer dissatisfaction, and if so, should be considered a threat to the continued relationship with the customer and an opportunity to improve the service delivery.

The survey should be adequate and similar to the sampling base and to the type(s) of questions from previous surveys to ensure that the current results can be compared to previous results as much as possible. Surveys should be so that it does not take excessive time to be completed.

The organization should investigate where analysis of the results indicates (significant) customer dissatisfaction. Where applicable, the survey outcome should also be compared to the previous survey(s).

Where feasible, the organization should share the results with its customers depending on the policies set in the security policies and/or commitments in the customer agreements. Where possible, improvement plans should be developed together with the customer. These improvements, as well as ideas for new services and other improvements, should be input into the SIP (Service Improvement Process) process.