Voice of the Customer Amplifies End-User Sentiment of the IT Service Desk


Archived Published: 05 October 2016 ID: G00315620

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Summary

Voice of the customer is a research technique utilized by service providers to better understand customer sentiment. Concepts inherent to the methodology can be applied internally by I&O leaders looking to improve overall service levels and end-user satisfaction with the IT service desk.

Table of Contents

  • Introduction
  • Analysis
    • Expand the Existing Direct Survey Program to Implement Indirect and Inferred Feedback Sources
  • Gartner Recommended Reading
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