Gartner Research

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

Published: 05 October 2016

ID: G00315620

Analyst(s): Jim Davies , Jeffrey Brooks , Heather Colella , John P. Roberts

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
  • Key Challenges
  • Recommendation

Introduction

Analysis

  • Expand the Existing Direct Survey Program to Implement Indirect and Inferred Feedback Sources

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