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Discovering trends
TOPdesk’s Survey module is an effective way to reach  your clients. You can run advanced reports and analyze the responses, enabling you to draw conclusions. “By conducting a survey of your clients, you can discover trends,” explains Daniel Huijbens, CRM Manager at TOPdesk. “Have the measures we took to improve our services been effective? What do we now need to work on?” In an era where good service often means the difference between successful and less successful companies, such information is vital.
Evaluating TOPdesk’s services
At the beginning of this year, TOPdesk conducted its third client satisfaction survey and asked clients to rate the services provided. Eleven thousand contacts were asked for their opinion. Based on the SERVQUAL model
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, we posed the following questions to our clients:
 What is your experience concerning the expertise and willingness of TOPdesk staff to assist you directly?
 How would you rate the knowledge and skills of our employees?
 Did TOPdesk deliver the promised service accurately
and with condence? Did you receive sufcient attention?
 How do you regard the rooms, facilities and staff’s appearance?TEXT:
CLAUDIA FUNK
Daniel Huijbens
Client Satisfaction SurveyMore than worth the effort
Every day, we are bombarded with cheerful people recommending certain products, full of persuasion.
They’re satised and they want to tell you all about
it. But seldom do you know whether your clients are happy with the services your organization
provides. So how do you nd out? Conducting a client
satisfaction survey is an effective way of determining
 just how satised your clients actually are.
BY CONDUCTING A SURVEY OF YOUR CLIENTS, YOU CAN DISCOVER TRENDS: HAVE THE MEASURES WE TOOK TO IMPROVE OUR SERVICES BEEN EFFECTIVE?
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The widely accepted SERVQUAL model offers a means to measure the perception of clients compared with the quality of the service (Parasuraman et al, 1985, 1986, 1988, 1991, 1993, 1994; Zeithaml et al, 1990)
 
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Over 1000 clients took the time to give us feedback. At 7.5 on a scale of 1 to 10, TOPdesk can validly claim its clients regard its service as very good.
Feedback worth incorporating
TOPdesk not only values the opinions of its clients, but also follows up on it. And there’s always room
for improvement; indeed, to nd out more about
rather more sensitive issues that certain clients had mentioned, we followed up by calling those who critiqued us. “First, we gathered all the feedback together and then passed it on to the relevant departments. Each department then looked at how it can improve in certain areas.”
Thinking ahead
“Putting the required measures in place to carry through such a large-scale investigation demands energy and costs, which can put off some companies,” acknowledges Daniel. “While you will only see the
prots in the long-term, you will recover double the
investment.”
My experience of the expertise of TOPdesk staff is very good.
WHILE YOU WILL ONLY SEE PROFITS IN THE LONG-TERM, YOU WILL RECOVER DOUBLE THE INVESTMENT
Interested in how your clients rate your service? Find out more. Call us on: +44 (0) 207 8034200.
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