Gartner Research

Use Net Promoter Score to Measure Business User Satisfaction With the IT Service Desk

Published: 23 June 2015

ID: G00278669

Analyst(s): Jeffrey Brooks, John P. Roberts, Heather Colella , Biswajeet Mahapatra


IT leaders are continually looking for easier and more efficient means to measure business user satisfaction. Net Promoter Score offers one such opportunity.

Table Of Contents
  • Key Challenges



  • Implement a Net Promoter Score Program to Measure Business User Satisfaction for Transactional Surveys
  • Collect Additional Business User Feedback
  • Case Study
  • Bottom Line

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