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Text Content

 * Expertise
   * IT Experience
   * HR Experience
   * Custom Solutions
 * Services
   * AppXperience
   * L&D Impact
   * Service Desk Excellence
 * Customer stories
   * ICTS Servicedesk Maastricht University
   * DICTU - Ministry Economic Affairs/Agriculture
   * KPN: Business Application Experience
 * Our approaches
   * Multilingual research
   * Continuous research
   * Data-driven research
 * Contact

 * 
   Expertise
   * IT Experience
   * HR Experience
   * Custom Solutions
 * 
   Services
   * AppXperience
   * L&D Impact
   * Service Desk Excellence
 * 
   Customer stories
   * ICTS Servicedesk Maastricht University
   * DICTU - Ministry Economic Affairs/Agriculture
   * KPN: Business Application Experience
 * 
   Our approaches
   * Multilingual research
   * Continuous research
   * Data-driven research
 * Contact

en
 * nl

Make an appointment



IMPROVE EFFECTIVENESS THROUGH FEEDBACK

Service Desk Excellence is a proven method for measuring customer satisfaction
in practice. Through online surveys, end users provide feedback on quality,
speed, effort, and areas for improvement, based on which ticket handling is
classified from failed to excellent.





THE KEY TO SUCCESSFUL CUSTOMER FEEDBACK

01
Methodology

We assess the quality, speed, and effort of resolved support tickets, ranking
them from failed to excellent. This approach ensures ongoing service improvement
and efficiency.


02
Execution

Our surveys integrate smoothly with your process and are designed for high
response rates. This approach secures the feedback necessary for in-depth
analysis and customer understanding.


03
Reporting

Our interactive reporting combines metrics, KPIs, and qualitative feedback for a
complete performance overview. It highlights trends and informs decisions,
pushing for service enhancements.




THE STORY OF:

Maastricht University measures customer satisfaction using the Service Desk
Excellence method. The service provision is improved based on continuous
feedback. Product Owner Servicedesk Roel Bleize explains why customer
satisfaction is important and how the results are utilized.


ICTS SERVICEDESK MAASTRICHT UNIVERSITY

Improving with the 'voice of the customer'



Improving service delivery is a team effort with direct input from our
end-users.

ROEL BLEIZE

Product Owner ICTS Servicedesk


BENEFITS FOR THE SERVICE DESK

INSIGHT INTO SERVICE DESK EFFECTIVENESS

INPUT FOR CONTINUOUS IMPROVEMENT

PROACTIVELY FOLLOW UP DISSATISFIED USERS

MANAGING INTERNAL AND EXTERNAL RESOLUTION GROUPS

TARGETED COACHING OF SERVICE DESK AGENTS


OUR CUSTOMERS




CLIENTS ON SERVICE DESK EXCELLENCE

The end user is the benchmark for our service provision.

The added value of the service desk is visible to everyone.

Our primary source for improving service provision.

Thanks to high response rates, we have ample data for new insights.


HOW DOES SERVICE DESK EXCELLENCE WORK?

01

ITSM Tool Integration: Connectors are available for integration with the ITSM
platforms TOPdesk™ and ServiceNow™. For other platforms, we integrate via an API
interface.





02

Execution: Send direct, daily, or weekly emails for evaluation of closed
incidents, service requests, changes, and inquiries. In your own branding and
through your own internet URL.

03

Reporting: Through an interactive dashboard for analysis, including breakdowns
by attributes such as division, process, resolver group, channel, etc. It
includes all comments from end users.


CURIOUS? DOWNLOAD THE INTRODUCTION ON SERVICE DESK EXCELLENCE

Download the presentation containing information about the method, reports, and
applications.

 1. Method: Three characteristics of every successful ticket handling

 2. Ticket qualification from failed to excellent

 3. Reports and analyses

 4. Sample surveys

 5. Application areas

 6. Integration with ITSM tools

 7. Security and GDPR compliance

 8. Service provision and costs



Fill in the details below* and we will send you the presentation quickly.

Name

Organisation

Email


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EXPERTISE

 * IT Experience
 * HR Experience
 * Custom Solutions



SERVICES

 * AppXperience
 * L&D Impact
 * Service Desk Excellence



CUSTOMER STORIES

 * ICTS Service Desk Maastricht University
 * DICTU - Ministry Economic Affairs/Agriculture
 * KPN - Business Applications



OUR APPROACHES

 * Multilingual research
 * Continuous research
 * Data-driven research



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