Best practices in customer satisfaction analysis for IT services?

What are best practices in terms of customer satisfaction analysis for IT services?

Most organizations in IT conduct Customer Satisfaction Surveys. So that is the first and simplest of all best practices in that sector wrt C-Sat.

Using NPS is also a common practice.

Some of the best organizations, perform exploratory and predictive analysis to do the following:

  • Identify which factors impact Overall Satisfaction
  • Are there specific patterns in the satisfaction such as Time Period, Service, Team, etc
  • Establish the Key Drivers for Overall Satisfaction at Project Execution Level
  • Build a model to predict the Overall Satisfaction

We have conducted many such studies across product and services organizations in IT sector.

Check out this for more information

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