Do you know what level of service your analysts are providing? How do you know which analysts could benefit from coaching? How do you know which analysts deserve praise?
The HDI Customer Satisfaction Index (CSI) Service collects this essential information and makes it available in an easy-to-read report. Having this detailed information at your fingertips enables you to spend time with your team on the issues that matter the most. Tailor one-on-one coaching sessions to improve performance, or give timely praise to keep your staff motivated!
Register for the next live product demo to learn more about why the HDI CSI Service is vital to the success of your organization. Register at: https://www.thinkhdi-csi.com/RegisterForDemo.aspx.
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HDI is the leading professional association and certification body for technical service and support professionals. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, and connects solution providers with practitioners, all while certifying and training thousands of professionals each year.
Want to talk about other customer satisfaction survey methods? Contact me for more information on: NPS – Net Promoter Score • Measures customer loyalty • NPS asks the question, “How likely are you to
recommend us to a friend or colleague?” CES – Customer Effort Score • Measures the customer experience • CES asks the question, “How much effort did
you personally have to put forth to handle your request?”
Global presence? No problem. The HDI CSI Service currently supports 27 different languages for survey delivery. Contact me for a listing of languages, or visit http://www.thinkhdi-csi.com/About.aspx to send yourself a sample survey in the desired language.
HDI teamed up with 47 technical support practitioners and customer satisfaction experts to develop a tool to help support center managers to MEASURE, TREND, and BENCHMARK the satisfaction with their support centers from the customer’s perspective.
• Transforms CSAT from just-a-metric to a KPI! • Compare your results against four different benchmarks • Real-time indexing gives you the most up-to-date information • Results for individual subscribers are kept private
49% of support centers who measure customer satisfaction levels are at very satisfied. How do
you measure up?
The HDI 2012 Practices & Salary Report www.thinkhdi.com
• Can be viewed on demand or scheduled for delivery • Reports are easy-to-read and distribute • Reports include trending graphs • Reports are easily exported
• See customer satisfaction results for all agents at a glance • Drill-down into results for each agent by month. • Get the data you need to motivate agents and improve performance!
• Tested and proven validity of five standard questions for benchmarking • Response scale tested and modified for clarity • 25-30% average response rate • Survey is short and conveniently web-based
Optimized Survey Design
HDI CSI Questions: 1. The courtesy of the analyst? 2. The technical skills/knowledge of the
analyst? 3. The timeliness of the service provided? 4. The quality of the service provided? 5. The overall service experience? Plus up to TWO custom questions per group!
Includes: • One year subscription to the HDI Customer
Satisfaction Index Service • Unlimited user licenses/web login accounts • 50 support centers/reporting groups • Web training sessions for you and your team • One-on-one attention from a dedicated
account manager to assist with training, technical inquiries, integration, or questions
Purchase or Upgrade to HDI Professional Membership to Take Advantage of Member Pricing!