Wegener links KPI satisfaction to the service provider’s bonus. The result? End-user satisfaction improves, and SLAs are achieved.
Articles
Wegener applies financial incentive to boost customer satisfaction
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User satisfaction as KPI in outsourcing
The ITsat method in detail
ITsat is both a service and a method for measuring and reporting on end users’ satisfaction levels about the IT services provided to them and for realising quality improvements. This article gives an overview of the method and the reports.
The backbone of service excellence
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Provision of information as key to quality improvement
In an average organisation, several parties are involved in the demand and supply of IT. A potential risk in that regard is that the provision of information becomes fragmented.
Outsourcing clients often dissatisfied
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Service orientation = putting the client first
Outsourcing providers often notice that their clients are dissatisfied even though the desired savings have been realised. Giarte’s Marco Gianotten explains this phenomenon in greater detail in this webcast.
“He who manages processes around user satisfaction saves considerably”
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DSM’s business case for ITsat explained
Since the summer of 2006, DSM has been using ITsat to measure and improve user satisfaction with IT at the company’s sites around the world. What are the specific benefits that ITsat has delivered for DSM?
Towards the ‘Wow’ factor
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Three steps to start on service excellence
At many organisations, service excellence is still in its infancy. How do you ensure that the quality of services improves by leaps and bounds? How to achieve the ‘wow’ factor in three steps.