“User satisfaction is the measure of success”
We are a research and consulting firm specialized in user engagement and satisfaction. We help internal service departments (IT, HR, finance, etc.) assess and improve their service culture, measure their user satisfaction and train their team to promote user engagement.
Are you a Nanny?
Assess your culture. Identify your current strengths and your improvement areas. Create alignment with your team.
What gets measured...
Measure user satisfaction. Demonstrate your value. Our Quick-Start process will get you going quickly and effortlessly.
Training for results
Learn. Apply. Scale. More effective than customer service training. Immediate action and lasting results.
Satisfaction matters
Visit our resource center. Find out why satisfaction matters. Get the tools to help you actively manage user engagement.
Our blog
See the latest research on user engagement and satisfaction.
IT Service Assessment
IT Service assessment is an evaluation by one of our specialist in user engagement of your department’s ability to satisfy its users. The process of evaluating the IT department gives an evaluation of the personality profile of thee department and contrasts it to the expectations of the users.
What is a service assessment?
The service assessment is a process where both the service and business orientation of the IT department is evaluated. The assessment focus on the factors that driver user satisfaction and engagement, and includes both numeric ratings as well as detailed analysis.
What are the benefits of the assessment process?
The assessment process is an inexpensive and effective tool to promote alignment within the IT management team. It provides a way for people to get a better understanding of their strengths and weaknesses and how their users perceive them. Assessment results are used to create an informed improvement plan that focuses on the areas that are most in need of improvement or change.
How does the evaluation process work?
The typical feedback process starts with a kick-of with the IT management team. As a group, we agree on the evaluation process and the key stakeholders that will be involved in the interviews. Interviews are run with both IT and business stakeholders to evaluate both the service and the business orientation.
Next, a preliminary findings report is distributed to the team to ensure that the findings are representative of the reality. Once the findings have been reviewed and agreed upon, the diagnostic report is produced with an assessment of the IT personality family.
Then, action plans are developed with the management team using research-proven strategies to improve user satisfaction while taking into account the constraints and existing initiatives of the organization.
Once the evaluation and action plans are finished, a report is generated and shared with the participant.
These are the basic steps, but there are numerous ways that companies adjust the process to meet their specific needs. If your company has an existing process in place that is working well, then this can be a good template to follow.
Are you ready for an assessment?
If you already understand the value aligning your team towards a constant service delivery culture, contact us and a specialist will help you.
IT Satisfaction Surveys
PING is a service that helps you understand the drivers of user satisfaction at your company. The process starts with a questionnaire that measures satisfaction with key services provided. Once the survey is complete, results are provided in a dashboard that highlights the drivers of satisfaction and any areas in your company that have low levels of satisfaction.
What is user satisfaction?
We define user satisfaction as the extent to which employees have the basic necessities to do their job, are involved in the services provided, and put discretionary effort into their work. The elements that drive satisfaction typically include involvement, communication, ease of use, relevance, fairness, and similar topics.
Our model of satisfaction is based on statistical research, which consistently breaks down into three factors - satisfaction with the tools, satisfaction with the process, and satisfaction with the people.
Benefits of IT satisfaction surveys
There are three main benefits in running an employee satisfaction survey: 1. Improved user satisfaction and engagement, 2. Better recognition of the business value of IT and 3. Improved service culture within IT managers.
Are you ready for an IT survey?
If you already understand the value of increased user satisfaction and engagement, and you are considering conducting a survey at your company, contact us and a specialist will help you.