Volete sapere se i vostri clienti sono soddisfatti? Oggi potete farlo attraverso un algoritmo.
Messo a punto Siseco, azienda specializzata in IT solutions, the algorithm assesses the performance of customer satisfaction in Italy Xerox, the global leader in the Offering of technology, IT outsourcing and business process outsourcing.
Constant monitoring is carried out by customer and a telephone questionnaire measure customer satisfaction, but also suggesting ways to improve it.
Xerox for a year managing the technical support service in partnership with Laser: "The new organizational structure has resulted in the export of best practice" from "and" in "Xerox also the new partner. - Tony Gattuso says Italy CSO Xerox - The survey was included in the contract with Laser, and is governed by specific contractual provisions, in this context was born the collaboration between Xerox-Laser-Siseco.
"The need for Xerox Italy was to have qualitative survey on a monthly basis the progress of technical assistance a priority in considering the relationship with customers, and will do anything to improve it," says Andrea Albanian, Channel & Alliance Manager of Siseco.
"With the customer was made on the structural analysis of the survey have been compiled the questions and then the algorithm was calculated to assess customer satisfaction with Xerox. With the data so we can study together for solutions. In addition to the work of data collection, Siseco deals with the processing of the same rendendoli fruibili» aggiunge Albanese. «La survey è uno strumento rigoroso che consente di misurare "l'umore " dei clienti in relazione al sevizio fornito - puntualizza Tony Gattuso - La sua elaborazione ha richiesto tre fasi distinte di lavoro: definizione degli obiettivi e conoscenza del contesto operativo del CSO (Customer Service Operation), redazione del questionario e modalità di raccolta dati e, infine, la loro elaborazione. Il plus di questo progetto è proprio il fatto che non si offre solo un'analisi accurata e puntuale, ma anche le soluzioni. Questo dà l'opportunità di ragionare anche con il management su eventuali modifiche da fare».
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