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

Summary

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

Introduction

Analysis

  • 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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