Wegener links KPI satisfaction to the service provider’s bonus. The result? End-user satisfaction improves, and SLAs are achieved.
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Wegener applies financial incentive to boost customer satisfaction
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User satisfaction as KPI in outsourcing
“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?