Why do it?
As every business knows, measurement of how well your organisation is performing is a crucial practice to enable you to move forward. Quantum Plus' I.T Customer Satisfaction Survey offering is a highly effective tool to formally measure where you are now and plan where you are going in the future. Implementing an I.T Customer Satisfaction Survey project, with the full support and guidance of Quantum Plus will,
- Highlight areas where your organisation is performing well
- Highlight areas for improvement (i.e. areas where I.T is not aligned to business objectives) and where further investigation might need to take place
- Provide a formal benchmark/reference point to measure improvement against.
Our Methodology - Online Questionnaire Delivery
Our methodology uses the internet to enable participants in the survey to access and answer the questions simply and securely through their desktop internet connection. The process of creating and administering the survey is portrayed in the diagram below.
Working with you to decide on what to measure
Quantum Plus consultants will work with key individuals in your company to identify the important issues for the survey to measure. We work with you to identify which issues are important to the business, i.e. review what is currently being measured in SLA's and KPI's; and also help steer you to considering other areas which, if measured, may provide other useful information.
Quantum Plus' knowledge of I.T management best practice will help to identify useful areas for measurement that may not have been considered previously.
Creating the questionnaire
Quantum Plus uses questions from our comprehensive database of customer satisfaction survey questions. These questions have been used in previous survey projects that we have managed for other clients. However, we do not simply rely on these database questions as 'standard'. Each customer satisfaction survey is designed as bespoke to reflect the particular circumstances of each of our individual clients. At the outset, our consultant will visit to understand the specific business context in which your survey will be run.
We will work closely with you to refine the content of the questionnaire to the point where the question set will probe those areas that are most critical to the business and will provide the most useful results.
Topics might include:
- Communication with the I.T Function
- Understanding of the I.T Function
- Relationship with the I.T Function
- Service Quality
- Systems and Services
- Helpdesk
- Value for Money/Risk
We will be able to advise on the optimum response scale and provide guidance on the type of questions included. For instance, a number of free text/open response questions can be useful to give qualitative flavour to the statistical results - however, caution needs to be taken if large populations are involved to avoid data overload.
Demographic questions (e.g. business function, location) can be useful, and allow results to be broken down further at analysis stage.
Piloting and refining the questionnaire
We strongly recommend piloting the questionnaire, as best practice dictates, with a sample group of employees:
- To check that questions are clear and comprehensible for all parts of the survey population(s)
- To check the robustness of questions and their alignment to business objectives.
- To road test the technicalities of an on line survey for your organisation.
For example, the pilot could be run on line, using a group of senior mangers from around the business, or with a small group containing a cross section of employees by function/job role etc.
Feedback from the pilot would then be fed back into the process of refining the questionnaire before the full online delivery.
Delivering the questionnaire
Quantum Plus has a dedicated technical team to fully support the set up, execution and reporting process. Once the questionnaire has been drafted, piloted and agreed, our technical experts will transfer the questionnaire into the on line survey tool.
The survey population is provided with login details to the Quantum Plus website (where the survey will be hosted) via an email message from a senior member of your management team, which helps to brand the survey as authentic within the business, and clarify the relationship of Quantum Plus and your company.
Participants then need to click on the URL to be taken to the on line survey, where the tool will lead them through the process, including an introduction to 'contextualise' the survey. There are different options available for the questionnaire format. Questions can be displayed in a grid format, or in a 'pop up' box per question. This latter method is a useful technique to help the respondent focus properly on each individual question.
If required, Quantum Plus can ensure that the answers of each individual participant are kept absolutely confidential and anonymous.
Analysis
Quantum Plus can provide the survey results in a variety of formats. It is our usual practice to provide a full report, including:
- Executive Summary
- Full graphical analysis
- Consultant comment
- Conclusions
- Recommendations for action.
We recommend meeting with you face to face or via a telephone call to discuss the results in detail, and will work with you to translate the survey output into a plan of real business actions. The advantage of working in partnership with Quantum Plus is that, unlike many generic survey 'providers', we have specialist knowledge of the I.T context, market information and sourcing expertise to make the results deliver tangible benefits to your organisation.
For further information on this service, please call us on 01789 201630 or send an email to
Whether it is Outsourcing or Insourcing, we will add value to you and your business.