Client Surveys ; Service Analytics

PMG SCS includes powerful interactive survey capabilities coupled with real-time reporting, analytics, and dashboards. You can easily leverage and customize out-of-the-box service catalog usage and service delivery surveys. Using these features, your service delivery organization can accurately measure customer satisfaction using these critical KPIs:

  • Service Accuracy

  • Communication Process

  • Speed of Delivery

  • Usability of Input Forms and Service Presentation

  • Service Usage

  • Ease of Use

  • Product Selection.

Each of these KPIs has underlying classifications that can identify user dissatisfaction in areas such as:

  • Form Comprehension

  • Service Delivery and Fulfillment

  • Control and Governance: User Info

  • Control and Governance: Authorization

  • Control and Governance: Charges

  • Information Page Accuracy

  • Service Location Service Levels

  • Notifications and Emails

  • Service Overview

  • Service Pricing and Costing

  • Assets Delivered.

All data is tied back to individual services, providing for valuable reports that show overall satisfaction with the catalog or a particular service. Service managers can quickly identify and discover weak areas in delivery, presentation, and usage. In the spirit of Continuous Service Improvement, PMG SCS capabilities help you improve a particular service or the catalog.

 

For more information, contact us today.