My direct reports and I have a bet and we need technology to prove who is right. Instead of waiting once a year or quarter to get customer satisfaction surveys, I want to get it in as close to real time as possible.
Here’s what we are going to do.
We are going to send a daily report of all closed problems and requests from our help desk ticketing system to our MS Sharepoint server. Once it on Sharepoint, we will extract the employee’s email address and ticket number and then use MS Exchange to send them an email asking them to rate the service they were provided. What we plan to do is embed three html links within the email. It’s that simple. No long questionnaire that will be ignored. Just read the email and click on one of the links. Total time should be less than 10 seconds to get our department feedback.
Please take a moment to rate your satisfaction with IT’s handling of your problem or request:
- Satisfied
- Unsatisfied
- Unsatisfied and request a follow up
A new record will then be created on Sharepoint with the employee name, ticket number, and response. At the end of the month, we an spot trends and understand the pulse of our user community.
There are helpdesk tools that we could also use but because there are so many different systems out there, if we use Sharepoint as the datastore, we do not have to reinvent a process each time we want to have another system reach out to our employees.
I think our satisfaction rate will be greater than 80%. I base that on other companies where I have done this. My directs think I’m an idiot and that it will be lower because only people that are upset will take the time to answer thus skewing the results.
We’ll find out soon. 
