IT Service Experience/Customer Satisfaction Mgmt (PDF)

In this digital world, can we think of a single moment without IT Services? No, right? In most of the corporate worlds and business, IT has made the life easier in day to day operations enabling digital transformation of business process.

To have the optimum benefits of IT Services and ensure continual service improvement, assessment of quality is very much needed. I am sharing some experiences of IT Service Experience Management including measurement of CSI (Customer Satisfaction Index) for B2B cases( Business to Business).

There are several methods of CSI measurements which can ensure excellences in IT Services if followed effectively. CSI measurement will help to value user feedbacks, reflect their perceptions, actual user experiences etc.

Right customer experience management helps for better sustainable business as well as in continuous growth. Focusing on existing customers i.e. maintaining retention of existing customers are always important for a sustainable business.