Understanding Client Perception
Improving Client Satisfaction is a top five priority for IT organizations in 2005. - Source: CIO Magazine, State of the CIO survey 2004
Perception is reality, when the customer of the Information technology (IT) service rates how well their IT organization’s performance is running.
This key metric says a lot about how the client thinks about the quality of the IT service, the confidence in IT delivering against a business agenda and the level of transparency achieved in cost, service and communications.
The first steps for any technology organization is to understand where they stand in the eyes of their clients and determine what their future loyalty is.
New London Associates can help clients develop a client survey with a series of questions across a range of IT services and touch points that not only gauges what the current client perception is, but how important that criteria is and what IT is lacking in to provide the highest client satisfaction.
Managing Client Touch Points
"Building client loyalty to the IT organization will create trust and confidence in decision and investments."
Examining the IT organization touch points with it's clients and analyzing that against the survey results can quickly determine the issue points and where IT can focus to enhance client satisfaction.
New London Associates can help businesses through a proven methodology and experience in enhancing IT client satisfaction.
Focus enhancement areas include:
- Re-engineering client processes
- Help Desk improvement
- Desktop technologies
- Transparency of IT services
- Balanced Scorecard
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