Process steps

Set period

Identify the year and the month you want the respondents to provide their perception for as well as the start date and the end date to submit the questionnaire.

Send invitation

By sending an email the users identified as respondents are invited to provide their perception about the perceived end-to-end quality of the delivered ICT services.

Submit questionnaire

On monthly basis users submit their honest feedback of perceived end-to-end quality of the delivered ICT services. Provided feedback can be changed and resubmitted.

Take action

Every comment made will be used as an input to identify and eliminate the underlying root cause. The responsible service level manager will define an action, assign an action owner and set a target date for resolution or contact the respondent to manage expectations.

Send reminder

By sending an email users who did not submit their perception yet are kindly remembered to provide their honest feedback.

Report user perception

Capture and report the by the users perceived end-to-end quality of the delivered services (user perception)

Evaluate perceived end-to-end quality

The perception rating trends are further analyzed. The focus is on identifying trends of dissatisfaction and pro-actively taking measures (towards service providers) to eliminate underlying root causes of dissatisfaction.