Gartner Research

Start Measuring IT Service Desk Anti-Dissatisfaction

Published: 02 March 2020

ID: G00390302

Analyst(s): Chris Matchett


I&O KPIs should include satisfaction measurements, but traditional customer-satisfaction metrics aren’t fully compatible with the internal IT support scenario. I&O leaders must adapt these techniques to gather data points that better reflect business consumer attitudes toward the IT service desk.

Table Of Contents
  • Key Challenges



  • Measure IT Service Desk and General IT Sentiment Separately
  • Distinguish Between Customer and Consumer Satisfaction
  • Tailor NPS for Business Consumers

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