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Are Your Employees Contacting IT Service Desk Often?

The most important performance measurement for an IT service desk is customer satisfaction and that includes your employees as well. More so, if you are aiming to increase engagement. Sometimes, you see a dip in the user base despite the service desk performance metrics showing a stable growth curve. So, are you missing the bigger picture? In his blog, Joe the IT Guy explains why checking if employees are contacting the IT service desk is necessary.

Seeing Beyond the IT Service Desk

There can be multiple reasons for your employees not contacting the IT service desk often. Probably, the executives are not providing the customers with what they want or how they want it. The following are the factors why employees are not contacting the IT service desk often:

You Are Asking All the Wrong Questions: The most common reason can be that you are asking the wrong questions in your customer satisfaction surveys. Maybe your questions stress more on the processes than on the customer experience.

Response to Feedback Surveys Are Low: It is a common scenario to find employees not responding to CSAT surveys. Put on the thinking cap to understand what makes them respond. A well-formed questionnaire, the brand’s popularity, a disagreement, the free deals after survey participation, etc. are some of the stimulators. The time you send out the survey also affects the response rate. Frame your questions that show your genuine interest in their feedback.

The Biggest of Concerns: IT service executives can say the average number of times an employee approached them. However, very few know the average percentage of the employee base that approached them. So, the feedback is based on only a handful of employees that took the time to approach and respond.

Know Your Customers: To know why the employees are not approaching the IT service desk, you must probe deeper. Measure and understand the trend in the approaches. Even if they prefer self-service and automated help desks, you can still count those under IT support effort. It is not about how many employees are contacting or staying aloof. The factor that should matter is how many are reaching out, finding the result fruitful, and responding to the CSAT surveys. It might not be about how many are staying silent about their issues and losing productivity. However, you should know the cost this is incurring on your business and how the IT support can reduce it.

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