Satisfaction in IT » This is ITsat

ITsat^® – where ‘sat’ stands for satisfaction – is a Giarte measuring tool designed to improve the quality of IT services and manage costs. ITsat measures end users’ overall experience with IT services: in terms of both effectiveness (doing the right things) and efficiency (doing things the right way).

The final score as starting point

ITsat is anything but a classic customer satisfaction survey in the field of IT. Unlike standard studies that end with the final score, ITsat starts with it. The starting point of a fundamental and continuous improvement programme. Quality improvements which in turn lead to lower costs. Yet ITsat has even more positive effects. It results in motivational tools for employees of the IT department, for example, and reveals the potential for improvement (which other areas can score us good deals?). You can read more about these and other unique features of ITsat in the section The unique features of ITsat.

Six areas

ITsat provides insight into end user experiences in the following six areas:
• Workstation and office computerisation;
• Business applications;
• Incident processing;
• Implementation of standard requests (SSR);
• Implementation of non-standard requests (RFC);
• Training and education.
Each of these six areas is subsequently divided into a number of concrete service features.

Positive feedback circle

The principles on which ITsat is based match seamlessly with ITIL processes such as incident and problem management. By measuring the satisfaction levels at the various contact moments between employees and the IT organisation, a positive feedback circle is created. The effect of actions can be linked directly to the satisfaction-related developments. And because ITsat constantly measures the general satisfaction levels, a detailed picture emerges of the performances during the relevant period for all facets of the service (e.g. per department, location, business unit and service provider).

Since measuring is done among the company’s own staff, it requires a different approach from that of standard customer satisfaction surveys. For instance, ITsat does not approach the same person more often than needed and it is possible to adjust the questions to the individual employee, for example in terms of applications used.

Benchmark

Because Giarte has already implemented ITsat at a large number of organisations, benchmarking is available. This is important as it enables organisations to see at a glance how their own performance compares to that of the overall group of ITsat users.

ITsat is currently measuring customer satisfaction levels of 240,000 end users in 18 different languages. Our clients include AEGON, AkzoNobel, DSM (read the DSM case here), Eneco, Enexis, FrieslandCampina, KPN, the Ministry of Economic Affairs, Agriculture and Innovation, Océ, Philips, Van Gansewinkel, Vattenfall, Vopak and Wegener (read the Wegener case here).

PDF article