| DDS has expanded the size and services offered by the Client Application Services (CAS) team. To gauge the effectiveness of these changes, CAS has been sending brief electronic surveys to DDS and DDS MediaOcean users. The surveys are sent out based on the number of tickets closed for a user.
The survey was rolled out in October, 2006 and will be ongoing.
According to the responses, tickets are closed to the clients’ satisfaction 93% of the time, and 87% of the respondents are satisfied or very satisfied with the support experience. CAS analysts receive good marks for their professionalism (86%), listening skills (85%) and grasp of the problem (82%).
Our clients confirm these good results. Says Helen McCormack, assistant media director at Starcom: “There has been a dramatic change in the help desk lately. They have been very helpful and knowledgeable when I call and that wasn't always the case before.”
Recent surveys also indicated the need to improve call back times, which achieve a 69% satisfaction rate, and resolution times, which achieve a 71% satisfaction rate. In response to these results, CAS continues to analyze call data to fine-tune staff allocation during peak call periods. We are also actively working with our telephone system vendor to explore new features to streamline customer wait and response times.
DDS’ goal is to implement formal mechanisms based on customer feedback to improve our current and future workflows. The report data and customer feedback will be the basis for developing and improving our support processes. The survey data is assisting DDS in the analysis of our internal communications, such as how information and work moves from one department to another, which will help speed issue resolution.
CAS manager Matt Goldfarb leads the CAS survey team and analyzes the data. “CAS got really great results in the 2005 client satisfaction survey. This new survey confirms that people really are happy overall with the service we provide,” says Goldfarb. |  |