Which is true about overall satisfaction surveys?
A) They are not useful to identify areas of improvement and areas where the service desk is performing well.
B) They are typically performed within twenty-four to forty-eight hours after the service desk analyst closes an incident.
C) They are typically conducted monthly, depending on the number of service requests and incidents handled by the service desk.
D) They are typically used to measure customers' satisfaction with the entire IT organization rather than just the service desk.
Correct Answer:
Verified
Q46: According to the Help Desk Institute, about
Q47: _ is the average number of minutes
Q48: _ is not captured by an ACD.
A)Response
Q49: Which statistic indicates that the service desk
Q50: What is one benefit of organizations such
Q52: Which type of survey might be used
Q53: Companies benefit most from benchmarking when they
Q54: _ occurs when a supervisor or team
Q55: _ requires analysts to demonstrate their mastery
Q56: _ change as the employee's performance improves
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