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News and Events from your Insti
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Comes this month from ... Kent. BCS has signed a memorandum including conferences,
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009 sees SDI get even more serious of understanding with SDI publications and studies.

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about raising the profi le of service to enable both organisations BCS chief executive David Clarke
desks and the key customer service role to collaboratively promote said: “The IT service and support
they play. From 5-9 October we’ll be professional development and sector is a vital part of the IT
launching IT Service Week (in support of enhance the competence and skills profession and we need to ensure
National Customer Service Week) with our of IT service professionals. that those working in it have the
very own programme of celebration and The fi rst priority is to focus on opportunity to enjoy professional
recognition events. As part of the run up to joint promotion of qualifi cations, recognition. By working with the
IT Service Week, we really want you to think about your customers career development and SDI, we can help promote best
and the service they get from you; please submit professionalism in IT. Both practice, work together to raise
your own ‘best service stories’ to www.sdi-e.com/ organisations also pledge to standards of professionalism and
itserviceweek. The person who posts the best promote professionalism in increase understanding of the work
story will win an 8gb iPod Nano. IT though a host of mediums, of this sector of the IT profession.”
Customer service in IT is what we do, and we
actually do it pretty well, so make sure you start May The Force Be With You
thinking about what you can do to take part in The Service Desk Strikes Back they tackle ITSM best practice
IT Service Week to celebrate and recognise your was the theme for this year’s SDIe within their organisations.
service successes. If you need any ideas there’s Conference in June - a major “A captivating format from the
loads of information elsewhere in this issue and highlight of the IT service and leading edge in the industry,”
on the SDI website. support annual calendar. And said a delegate and “I always go
what an action packed two days away from these events feeling
Howard Kendall we had! reassured, refreshed and
Founder and chairman, SDI A whole host of speakers from re-enthused,” said another.
some of the UK’s most prestigious If you think you might like to
companies – including BBC join us in 2010, register your
Worldwide, Fujitsu, O2 and the interest at www.sdi-e.com/sdie-
Tip
Met Offi ce to name but a few - events/annual-conference and
offered delegates a taste of how we’ll keep you informed.
from the
Customer Satisfaction Surveys are 3. Incentives. Make sure that you offer your customers
Top
a great tool for understanding your
an incentive to take part. It doesn’t have to be incredibly
customers’ perception of the services
expensive, just original. If your budget can’t stretch to a
Playstation 3, what about a basket of muffi ns?
you provide. Here are fi ve essential tips to
setting up your own Customer Satisfaction Survey. 4. Deadline. Make it clear that there is a deadline for
responses and limit your survey to no more than 4 weeks,
1. Questions. Make sure that your questions are limited this is particularly important if the survey is internal as you
to no more than 30. Each question should be written so don’t want to continuously bombard your customers with
that there can be no misunderstanding about the meaning. reminders.
Give your customers clear answers that are distinct from
each other. If possible tie the survey into the Strategic Plan, 5. Feedback. Once the results have been collated, make
i.e. does the customer think that the recent Service Desk sure you feed these back to the customer; regardless as to
re-location negatively impacted on the quality of service whether the results are good or bad. The Service Desk must
provided? be seen to take action about the issues raised as soon as
possible.
2. Involve the Customer. Prior to releasing the
survey, ask a handful of customers if they think that the key More information on customer satisfaction surveys can be
challenges have been covered. Is there is anything else they found in SDI’s new research report ‘Customer Satisfaction
think should be included? Surveys - The Service Desk Report’. Available to download
at www.sdi-europe.com/sdi-research
ink
Ask Your Customers What They Th
august.september | 2009 www.supportworld.co.uk
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