Customer Satisfaction is top-of-mind for virtually every service organization. And for good reason: it is the single most important measure of quality for a service desk or desktop support group. But what about Agent Satisfaction? How important is that, and why don’t more service desks track this metric? It turns out that it’s plenty important, and every support organization should track and trend this metric on an ongoing basis. Agent Satisfaction is the percentage of agents on the service desk that are either satisfied or very satisfied with their job. It is typically measured annually or semi-annually using an Agent Satisfaction Survey. Unfortunately, fewer than 30% of all service desks track Agent Satisfaction. When I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter. On both counts, they are wrong. Here’s why… To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form and checkout. No credit card is required and your membership never expires! Sign Up Already a member? Login
