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IT Management /
ITSM ITIL COBIT Online Employee Satisfaction Surveys
Online Employee Satisfaction Surveys,
Customer Satisfaction Surveys and
Other Business Research Assessments
Providing Actionable Information and Insight Online Employee Survey and Online Customer Survey Solutions - Assessing and Boosting Engagement, Performance and Competitiveness Gain Information and Insight for Increasing Customer
Satisfaction and Retention, Sales, Competitiveness and Profit Types of Quantisoft Online Customer Opinion Surveys Compelling need for online client surveys Metrics Process for Maximizing Satisfaction and Loyalty Getting the most value from an online Client Opinion Survey Providing Information and Insight for Increasing IT and Corporate Effectiveness Quantisoft's Online IT User Satisfaction Surveys Focus on the Things That Matter the Most Annual Online IT Survey Process Collecting IT Customer Opinions and Perceptions
about Service Delivery → Then Taking Action to
Increase Satisfaction and Performance IT Survey Questions -- IT Customer Satisfaction Survey and IT Help Desk Survey Metrics Benefits of Quantisoft's IT Surveys/IT Help Desk Surveys/IT User Surveys Should Your Organization Conduct an IT Survey/IT User Satisfaction Survey? IT customer satisfaction surveys/IT user satisfaction surveys provide a very fast payback IT Survey ReportsEmployee Surveys, Customer Surveys, IT Customer Satisfaction, Risk and Other Online Enterprise Assessments Boosting
Engagement, Performance, Sustainability and Competitiveness
Online Employee Satisfaction Surveys,
Customer Satisfaction Surveys and
Other Business Research Assessments
Providing Actionable Information and Insight
Quantisoft is a full-service survey company
Our customers include Fortune 500, middle market and small businesses, universities, associations, not-for-profit and other types of organizations across the U.S. and around the world.
Online Employee Survey and Online Customer Survey Solutions - Assessing and Boosting Engagement, Performance and Competitiveness
Assessments we conduct most often include:
- Online Employee Satisfaction Surveys
- Online HR Surveys/Online Human Resources Surveys focused on employee turnover/retention, 360 leadership feedback, benefits satisfaction
- Online Customer Attitude Surveys and online IT Customer Surveys
- Online Enterprise Risk Management Surveys
Start learning from your employees and customers now and boost your organization's performance
Internal Perspective ⇒ Conduct an Employee Opinion Survey, Risk Survey, IT Customer Survey
External Perspective ⇒ Conduct a Customer Opinion Survey
Strengthening balanced scorecard measurements with organizational effectiveness and other assessments
Including information from an online employee satisfaction survey/online employee engagement survey and online customer satisfaction survey ensures that you are including critical intelligence in your balanced scorecard.
Quantisoft's Assessments are a Business Strategy Tool
How we help you achieve your objectives and the results you need
Quantisoft's total solution approach enables your organization to achieve its objectives quickly and cost-effectively.
We provide value in 9 key ways that enable you to jump start your change execution process and achieve sustainable results:
- Our solutions start with highly effective design. We know the questions to ask and how to ask them. Questions are customized to meet your company's special needs, providing more pertinent and comprehensive information and insight.
- We have proven ways to optimize your response rate.
- Your employees and customers can be confident that their responses are anonymous when you use Quantisoft, an independent company.
- You receive comprehensive easy to read and understand reports very quickly. There is no need for your organization to spend days using Excel to create useful reports and graphs. You have better things to do with your time.
- Using our extensive experience, we analyze your results and provide you with an objective executive summary report summarizing the key findings and including an action plan for achieving results. This report is based on outside, unbiased analysis that pinpoints key problems, strengths, opportunities and solutions.
- We present the executive summary report in a webinar meeting with your leadership team, presenting and explaining the survey findings and our recommended action plan, answering your questions and enabling you to organize for and achieve results.
- We provide guidance as needed to help you execute your assessment action plan.
- Our follow-up assessments measure progress and identify new challenges and opportunities since the previous assessment. Trend reports compare results from your current and previous assessments.
- Our pricing is low and straightforward.
Identify Ways to Move Your Company Up the
Business Competitive-Sustainability Spectrum
Our Mission
Providing business intelligence
for running your organization
more competitively and profitably |
How well is your
organization performing? |
|
Providing intelligence,
value and results
We gather actionable information and insight that, when acted on, will generate a strong bottom-line payback.
Quantisoft's assessments provide information and insight you need to compete and thrive
- Gather feedback from employees and customers, identifying opportunities for enhancing their satisfaction, loyalty and retention.
- Validate where your organization is healthy and identify problems and opportunities for achieving business success.
- Gather timely intelligence for identifying and analyzing internal and external risks and threats.
- Identify systemic and hidden problems, opportunities and solutions.
- Assess how well your organization is executing, and plan for the future.
- Achieve breakthroughs in organizational and bottom line performance
|
Key questions driving
your organization's
performance and bottom line
- How satisfied and engaged are your employees?
- How satisfied are your customers?
- Is your quality and customer service attracting and keeping customers?
- How effective is your IT customer support?
- How effective are your leaders?
- Is internal communications hurting organizational effectiveness and performance?
- Is staff turnover impacting costs and your customers?
- What risks does your company face?
- How can you boost your company's sales?
- How effective are your business processes?
- Are innovation and entrepreneurship encouraged and nurtured?
...How do you know?
We provide answers and solutions to these and other key questions
|
Identifying important psychological aspects of behavior
Quantisoft's solutions identify the important psychological aspects that influence decisions, behavior and actions. This powerful information does not show directly in your company's financial and other business measurements.
We provide quantifiable information that impacts your company's financial and other measurements, identifying what needs to be done to strengthen these "soft" and "hard" data measurements.
Quantisoft's Assessment Process
Quantisoft's high-payback online employee engagement surveys, IT surveys and risk management assessments enable your organization to
- Reduce costly staff turnover
- Increase sales and customer satisfaction/retention
- Decrease risk-related losses
- Significantly reduce costs and increase profit
- Make better, more informed decisions
- Identify product strengths/weaknesses
- Increase staff satisfaction, engagement, performance and loyalty
- Increase process efficiency and quality
- Strengthen the culture of collaboration and change
- Enhance your "employer of choice" reputation
- Strengthen organizational effectiveness
- Boost competitiveness
Value You Receive from Quantisoft
Quantisoft coordinates and handles every aspect of the assessment process
- Design of questions to meet your specific objectives
- Approach for optimizing the response rate
- Notification and distribution
- Response collection at our Web server
- Report generation
- Analysis and recommendations/action plan - optional
- Results communications plans - optional
- Action plan implementation support - optional
Quantisoft's pricing is highly affordable and provides a strong payback.
Request a proposal and price quote - Quantisoft is looking forward to talking with you to learn about your requirements and to provide you with a high payback assessment solution.
Gain Information and Insight for Increasing Customer
Satisfaction and Retention, Sales, Competitiveness and Profit
Types of Quantisoft Online Customer Opinion Surveys
Gather actionable information and insight from your customers across the U.S. and around the world:
- Customized online customer satisfaction surveys gathering opinions and information to meet your organization's special needs conducted semi-annually, annually or as needed
- Transaction online customer survey/customer satisfaction survey solutions providing feedback on how well specific purchase, service and other transactions were handled
- Assess internal and outsourced services including IT, HR, accounting, facility, procurement services, etc.
Compelling need for online client surveys
Online customer opinion surveys provide the information you need to keep existing customers and attract new ones.
- It costs 5 to 10 times more to attract new customers than it costs to keep existing ones
- Most dissatisfied customers don't complain directly
- When customers are dissatisfied, they all complain to friends and business associates
- Some dissatisfied customers buy less…others leave and become customers of your competitors
- Loyal customers buy more and recommend your company, products and services to friends and business associates
Your customers have a wealth of information and insight about your company and your competitors.
- They know what can be done to improve your company's quality, products and service, communications and other criteria important for earning their loyalty.
- Companies often miss important hidden actions that can really make a difference for increasing competitiveness.
- Identify the hidden information you need to compete more effectively.
Measuring Product, Service, Psychological and other Factors Driving Satisfaction and Sales
- Your customers behave, act, purchase and recommend based on their experiences, what they are hearing, how they feel and what they believe about your company, your products, your employees and your sales and service execution.
- Quantisoft's online client satisfaction surveys include important psychological factors that drive client behavior and employee performance.
- We design assessment solutions and analyze perceptions and information enabling your organization to attract and create loyal, satisfied customers who give you more of their business.
Annual Customer Satisfaction Survey Process
Gathering Opinions, Perceptions, Expectations and Needs
Metrics
Online customer attitude survey ratings provide a clear picture of current and ongoing levels of performance and satisfaction. Comments and suggestions provide highly actionable information and insight for achieving breakthrough results.
Customer survey metrics include the following and other service, sales and performance criteria, depending on the type of online client survey being conducted and the industry.
Our assessments focus on measuring the whole customer experience, at all points of contact with your organization:
- Product and service features, styles, efficacy, competitiveness, quality and reliability
- Awareness and satisfaction with products and services
- Marketing and advertising effectiveness
- Loyalty
- Company/product image and reputation
- Pricing competitiveness
- Willingness to recommend your company, products and services
- Ease/timeliness contacting service representatives
- Waiting time
- Timeliness and effectiveness of problem resolution
- Availability/courtesy/attitude/professionalism/knowledge/responsiveness of sales and service staff
- Communications effectiveness
- Sales and service effectiveness
- Web site, call center and self-service availability, access, effectiveness, ease of use
- Preferences for hours of operation of sales and service locations
- Timelines in meeting deadlines
- Purchasing and shipping experience
- Handling product returns
Benefits of Quantisoft's Online Customer Attitude Surveys
Quantisoft's online client opinion surveys generate significant bottom-line benefits and a very strong payback:
- Learn what it takes to achieve breakthrough increases in satisfaction, loyalty, and retention
- Gain insight for attracting new clients
- Identify cross-sales opportunities
- Discover ideas for new products and services
- Manage moments of truth more effectively
- Gain insight for prioritizing performance improvement initiatives and projects
- Make significant improvements in service and sales attribute performance including timeliness, professionalism, courtesy, knowledge, communications with customers, problem resolution effectiveness, etc.
- Improve communications with clients
- Increase service quality and productivity
- Make better, more objective decisions based on client feedback
- Identify problems and opportunities by location, communication channel, and other criteria
- Identify and fix recurring problems
- Send an important message that management cares about customers and their opinions
- Become more competitive
Maximizing Satisfaction and Loyalty
Online online client attitude surveys play a key role in identifying sources of dissatisfaction.
Quantisoft also conducts customer service surveys, assessing face-to-face and call center service. If your company is experiencing a significant number of complaints, or if you are experiencing significant lost business, conducting an assessment is an effective way to identify the specific causes of problems, complaints and solutions for significantly improving service levels.
Providing service that meets or exceeds requirements keeps customers satisfied and loyal. Conducting an online client satisfaction survey annually or more often is the most cost-effective way to ensure that you are identifying ever changing requirements and learning directly from customers about how satisfied they are with your products and service.
Process for Maximizing Satisfaction and Loyalty
Getting the most value from an online Client Opinion Survey
Quantisoft’s assessments gather important actionable information and perceptions. We provide guidance for asking questions that enable your organization to become more competitive and to attract and keep more customers.
Providing Information and Insight for Increasing IT and Corporate Effectiveness
IT Customer Satisfaction Surveys, IT Help Desk Customer Surveys
Quantisoft's online IT surveys and online IT Help Desk surveys measure the performance and effectiveness of internal and outsourced IT resources, providing managers with the information and insight they need to increase IT performance and customer satisfaction. Our wide range of IT customer satisfaction surveys gather performance feedback on individual incidents from users as well as perceptions about technology effectiveness and service over time:
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Comprehensive IT customer satisfaction surveys
Semi-annual and annual comprehensive online IT customer surveys capture user/customer perceptions about their service experience over the past six or twelve months with Help Desk, Deskside Support, Application Support, Network Effectiveness, Ordering/Replacement of Hardware and Software, Customer Training, Communications from/with Information Technology, and other services. Semi-annual and annual online IT satisfaction surveys provide broader and more comprehensive information and insight for understanding and improving customer service performance and overall customer satisfaction levels, and for measuring performance and satisfaction trends.
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Incident (transaction) follow-up surveys
Incident or transaction follow-up surveys assess how customers feel about how well specific Help Desk, Deskside Support, Application Support and other service incidents were handled. These surveys provide information for immediate performance improvement actions by Information Technology management and staff, and for monitoring performance and satisfaction trends.
Quantisoft's Online IT User Satisfaction Surveys Focus on the Things That Matter the Most
Our IT assessments identify strengths and weaknesses of IT staff, processes, customer service delivery, customer policies, system's performance and other pertinent issues. The surveys also hone in on IT customers, what they are experiencing and how IT's performance is impacting them and their customers. At a time when CIOs, CTOs and IT managers are under pressure to increase IT performance while their budgets are tightening, Quantisoft provides the solutions you need at a very affordable cost.
Most assessments we conduct include several or all of the services and functions listed below. We will customize the questions to meet your needs.
Types of Quantisoft IT User Surveys
- Help Desk support
- Deskside service and support
- Break Fix support
- Install, Move, Add, Change (IMAC) support
- Software application maintenance support (enterprise and other software)
- Software application development/implementation
- Network services (network access, response time, uptime)
- Training for IT employees and customers/users
- Customer feedback on Project Management Office (PMO) performance
- IT employee engagement surveys/IT staff satisfaction surveys
We also conduct specialized IT surveys such as Microsoft Office Suite and Windows user proficiency surveys/assessments.
Annual Online IT Survey Process
Collecting IT Customer Opinions and Perceptions
about Service Delivery → Then Taking Action to
Increase Satisfaction and Performance
From the perspective of IT customers, the best service is no customer service. When customers need service, they want a fast, efficient and professional experience. If there is a problem, they want it fixed immediately, without the need for follow-up. However, they really want their technology to work so well that they have no need for customer service at all.
Information Technology problems frustrate internal and external customers and impact their productivity, their ability to sell and serve their customers, and their ability to perform their jobs effectively.
Conducting assessments and taking action based on the results enables Information Technology management to be proactive rather than reactive to customers and the problems they are experiencing.
IT customer surveys help to eliminate recurring and other problems, and enable Information Technology to anticipate and address problems before they become significant. This reduces the number of service incidents which in turn, reduces the number of in-house and/or outsourced people required to provide customer service.
IT Survey Questions -- IT Customer Satisfaction Survey and IT Help Desk Survey Metrics
Online IT Survey/Online IT Help Desk Survey ratings provide a clear indication of current and ongoing levels of IT performance and user satisfaction. Verbatim comments and suggestions provide critical actionable information and insight for achieving breakthrough results.
Quantisoft has extensive experience in knowing the right questions to ask and in wording the questions effectively. We include demographic questions about users, enabling us to provide survey results reports by user department and site/location and other demographics as well as for each Information Technology function, overall. IT Satisfaction Survey performance metrics include the following and other service and performance criteria, depending on the type of survey being conducted:
- Ease and time required to contact the Help Desk with inquiries and to report problems
- Timeliness of initial response from Help Desk staff
- Timeliness of IT problem resolution
- Courtesy and attitude of Help Desk staff
- Knowledge of IT customer's environment and other pertinent user issues
- Communications effectiveness
- Effectiveness of problem resolution
- Follow-up to ensure satisfactory resolution
- Awareness of SLAs (service level agreements), service channels, and service policies
- Effectiveness of individual Information Technology staff and teams
- Satisfaction levels of IT customers/users sorted by user location, user business unit and other user demographics
- Effectiveness of outsourced Help Desk, Deskside Support, Application Support and other services
- Effectiveness of systems developed
- Timelines in meeting system development deadlines
- Intranet uptime/Internet uptime
- Web site effectiveness
Benefits of Quantisoft's IT Surveys/IT Help Desk Surveys/IT User Surveys
In-house and outsourced Information Technology resources are an integral part of any business today. Technology impacts your organization's ability to attract and retain customers, compete effectively, provide high levels of customer service, drive workforce productivity and much more. Quantisoft's IT surveys and IT Help Desk surveys enable organizations to realize significantly greater value from costly Information Technology resources, achieving the following and other benefits for your organization:
- Identify and fix recurring problems -- this reduces the number of help desk and desk-side support service requests
- Increase IT performance, enabling significant improvements in the performance, effectiveness, competitiveness and satisfaction of IT's internal and external customers
- Pinpoint and diagnose problems and opportunities, and connect the dots across the organization
- Gain insight for prioritizing IT performance improvement initiatives and projects
- Achieve breakthrough improvements in IT service attribute performance including timeliness, professionalism, courtesy, knowledge, communications with customers, problem resolution effectiveness, etc. for in-house and outsourced Help Desk, Deskside Support, Application Support, Network and other services.
- Identify and deal with lowest performing Help Desk, Deskside support, Application support, Network and other IT staff
- Enable IT customers to communicate more effectively with service providers
- Increase IT service quality and productivity
- Reduce Information Technology costs
- Make better, more objective decisions based on IT customer/user and staff feedback.
- Identify problems and opportunities by IT agent/technician, team, product, site location, communication channel, customer business unit and type and other criteria
- Focus investments in IT staffing, training, equipment, teams and programs where they will have the greatest payback
- Improve coaching of in-house and outsourced staff using user feedback
- Increase validity of Information Technology staff reward and recognition based on customer feedback
- Send an important message to IT staff and users that their performance and satisfaction are top priorities
IT User Survey Customers
Quantisoft's IT user satisfaction survey customers include companies ranging in size from well over 20,000 employees to middle market companies to companies with as few as 20 employees. Our customers are in a wide range of industries including manufacturing, pharmaceuticals, bio technology, health care, financial services, high tech, not for profit and other industries. Some of our IT customer survey/IT user survey customers have in-house IT departments while others have outsourced IT functions and some have a combination of in-house and outsourced IT functions. All of our customers have a few things in common:
- The desire to gather information and insight about user satisfaction and performance
- The need to identify ways to increase customer satisfaction and the performance of in-house and/or outsourced IT functions
- The need to find ways to contain and lower IT costs while increasing user satisfaction
Should Your Organization Conduct an IT Survey/IT User Satisfaction Survey?
Here are some reasons why your organization may need to conduct an IT customer satisfaction survey:
- If IT management is being pressured to do more with tighter budgets and fewer resources
- If IT users are complaining about the Help Desk, Deskside support, Application support, Network support and support for other services
- If senior management and key users are demanding better performance and results from IT
- If IT management has a gut feeling that performance and customer satisfaction can be significantly improved and you want a fast, cost-effective way to identify the opportunities and problems facing Information Technology from the perspective of customers
- If your company needs to become more competitive with technology enhancement and performance playing a key role
Other uses of IT User Surveys
Making better IT sourcing decisions - IT User Surveys are excellent tools for making informed IT sourcing decisions. Many organizations are experiencing significant problems with both in-house and outsourced IT functions. For companies that are considering bringing outsourced services back in-house, as well as for companies thinking of outsourcing IT services, conducting an IT customer satisfaction survey is a highly effective way to assess the performance of current IT functions to identify problems and user satisfaction levels, and what needs to be done to bring performance and satisfaction up to acceptable levels. This is an important step in deciding whether to fix the current situation or whether it may be better to change direction and move IT either in-house or to an IT outsourcing company.
Establishing and adjusting SLA's (service level agreements) - Some companies are intentionally lowering their Information Technology costs by reducing service levels of their in-house and/or outsourced functions. In some cases SLA's are planned and in other cases IT staffing is just kept arbitrarily low due to budget or other reasons. Conducting an IT user satisfaction survey is a great way to measure the impact of SLA's and to make informed decisions about adjusting SLA's to increase IT performance and satisfaction levels.
Creating baseline IT measurements - The first IT customer survey your company conducts will provide baseline data that is useful for assessing current user satisfaction and performance levels as well as for providing baseline data for measuring progress as changes are made based on assessment results.
IT customer satisfaction surveys/IT user satisfaction surveys provide a very fast payback
Whether your organization has less than 100 employees, 1,000 employees, 10,000 employees or many more than that, conducting an IT user satisfaction survey can provide an extremely fast payback. First, taking action based on IT customer surveys can significantly improve the performance and image of IT, taking pressure off of CIO's, CTO's and other information technology managers. Beyond that, we identify ways to reduce or eliminate many costly problems that negatively impact IT customer performance, IT staff productivity and your company's customers.
Contact us to learn about our low-cost pricing and to receive a free proposal. Taking action based on the findings and our recommendations typically generates benefits worth many times the cost of the IT survey.
IT Survey Reports
IT satisfaction survey reports include graphs, tabular summary reports and comments reports for your organization overall and by demographics such as department, location, etc. Reports provided with your second and subsequent assessments include trend reports comparing data from the most recent and your previous assessments.
Optional Executive Summary Report
Most of Quantisoft's customers have us analyze their survey data and prepare an executive summary report which includes comprehensive analysis of the data and comments, and preparation of a report that includes a summary of the findings and recommendations based on the findings. Our extensive experience and expertise provides an outside, objective review that is completed quickly, saving you time and enabling your organization to start your change process as soon as possible.
