Feedback from the market

The satisfaction of customers (business units) and end-users with their IT is an important criterion for improving the performance of an IT organisation. Different approaches offer different advantages.

IT customer satisfaction metrics serve as a feedback loop for decisions and performance of an IT organisation - have user and customer expectations been met or exceeded? They also complement a professional IT demand management. In addition to direct feedback on major projects, for example, timelines provide information on how satisfaction with IT is evolving in various segments. Those who query the key figures can identify trends and problems at an early stage.

Online surveys and stakeholder interviews allow us not only to investigate whether things are being done correctly in IT, but also to question whether the right tasks are being tackled. For both internal and external service providers, it is always easier to retain a customer than to win that customer over again. Therefore, it makes economic sense to prioritise your own measures.

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