The majority of service desks believe that customer feedback is vital for ongoing improvement, yet half of those surveyed by LANDesk admit ignoring the information received.
75 per cent of service desk managers surveyed understand that receiving feedback is vital for understanding how to improve service levels, yet 25 per cent fail to carry out any surveys.
Nigel Seddon, area director for LANDesk, says that service desk managers are skeptical they will receive the support needed to make changes based on feedback. “It is concerning that service desk managers do not believe that their companies will listen and make necessary changes as a result of feedback – is it just a tick box?”
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