Webinar: How to Measure Customer Satisfaction and Perception

How are service desks measuring customer satisfaction and perception?

Catch up with the recording of this SDI webinar with guest presenters Fran Kiddell, Service Delivery Manager, Norfolk Community Health and Care NHS Trust and Sami Kallio, Chief Executive Officer, HappySignals, discussing the importance of customer surveys and using them to improve your service. If you would like more help regarding customer satisfaction surveys, you can find out more at our one-day virtual workshop.

Sami and Fran talk about real life examples of collecting feedback from customers, including how, when and what questions to ask, and how this information can be used to drive service improvement and engagement with the business. 

Webinar contents include:

·   Why Norfolk Community Health and Care found it was a good time to start periodic surveys
·   Difference between satisfaction and perception
·   Use of different surveys
·   How this assisted in moving the service delivery forward
·   Outcomes

Catch up with the recording below to find out how customer perception impacts the service desk:

Fran mentions how Norfolk Community Health and Care NHS Trust have achieved a 3 star Service Desk Certification (SDC) rating – find out more about how the standards-based SDC programme works and how it can help you benchmark your service.

Norfolk Community Health and Care NHS Trust are also members of SDI – take a look at the brilliant things that some of our other members are doing and find out if membership is right for your service desk.

HappySignals has only one mission – to make Employee Experience measurement, analytics and management easy and transparent in the area of Service Management.

To get your copy of the Customer Experience report that Sami references in his presentation, please visit happysignals.com/happy-sdi-report/ or contact Sami directly at sami.kallio@happysignals.com


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