Guiding Principles Of Ticket Analysis – Client Experience (Csat, Escalations, First Time Fix)

Clients, whether Internal or External, expect their products and services to be available when they need them. Any disruptions in the form of unplanned interruptions or degraded performance, can have a significant impact in the ability of the Users to conduct their business and have negative impact on the business performance in the form of impacted revenues, profits, and customer/employee satisfaction. The Client Experience Analysis process aims to establish a mechanism where data can be harvested to identify factors that have both a positive and negative impact on the Client Experience.

The Objective of the process :

• Understand all elements are the Customer Satisfaction surveys are comprised of 1 – Incoming Volumes, Surveys Sent, Surveys Received, Comments of Satisfied Users, Comments of Unsatisfied Users, Personas of the Users, Personas of the Technical Teams, Types of issues contributing to Sat/Dissat surveys, etc.
• Understand all the escalations from a quantitive and qualitative standpoint.
• Understand the Service Desk efficiency rates

Sample list of benefits :

• Improved survey response rates
• Improved satisfaction scores and reduced dissatisfied scores
• Reduced escalations
• Improved response/resolve times to escalations
• Improve First Time Fix rates at the service desk

Sample list of observations :

Impact of Backlog on CSAT score

• Lower survey return rates
• Lack of responsiveness from the Technical Teams to dissatisfied comments
• Lack of actions being taken from the Technical Teams to addressed chronic reasons for dissatisfied surveys
• Delayed response to escalations
• Lack of action on escalations
• Lack of understanding and addressing of chronic issues contributing to the escalations
• Lack of process compliance at the Service Desk leading to missed First Time Fix opportunities
• Issues with Skills at the Service Desk
• Issues with Knowledge Management at the Service Desk
• Issues with Quality Management at the Service Desk
• Issues with Service Desk Line Management systems

Sample list of recommendations :

• Understand the impact of the Backlogs on the CSAT scores. Are the scores being affected by the backlogs
• Conduct call-backs for all dissatisfied surveys
• Implement waiver process
• Identify and address Clients who are exhibiting a bias towards the Technical Teams
• Address Technical Teams who appear to have chronic poor CSAT scores
• Conduct call backs to clients who have escalated an issue
• Monitor the FTF rates at the Service Desk and determine if any changes to the process are needed

Sample List of Areas to Probe for CSAT :

• What is the monthly incident volume? PBA
• What is the monthly survey count (sent)? PBA
• What is the monthly survey count (received)? PBA
• What is the industry baseline for surveys received?
• What percentage do surveys represent of the total volume?
• What is the monthly breakdown of Sat and Dissat surveys? PBA
• How many dissats have comments?
• What is the quality of the dissat comments?

Conduct sensitivity analysis of the dissat comments to detect any signals.

• Plot the dissats across a PBA timeseries and see if any patterns exist?
• Are the dissats confined to a time of hour
• Are the dissats confined to a time of day
• Are the dissats confined to a day of the week
• Are the dissats confined to a week of the month
• Are the dissats confined to a time of quarter
• Are the dissats confined to a month of the year
• Check if the dissats are for the survey sent or is the user referring to something else. Waiver.
• Check if the dissats are for child tickets. Waiver.
• What RCA categories do the dissats fall into? PARETO
• Which towers are generating the dissats and what are the dissat categories?
• Which assignment groups are generating the dissats and what are the dissat categories?
• Which agents are generating the dissats and what are the dissat categories?
• What types of tickets (Category/Subcategory/Requested Item) are generating the dissats?
• Which users/business units/organization/location/country are generating the dissats?
• Which type of users (Standard/VIP) are generating dissats?

Sample List of Areas to Probe for Escalations :

• What is the monthly incident volume? PBA
• What is the monthly escalation count? PBA
• What percentage do escalations represent of the total volume?
• What is the monthly breakdown of Uplift and Overdue escalations? PBA
• How many escalations have comments?
• What is the quality of the escalation comments?
• Conduct sensitivity analysis of the escalation comments to detect any signals.
• Plot the escalations across a PBA time series and see if any patterns exist?
• Are the escalations confined to a time of hour
• Are the escalations confined to a time of day
• Are the escalations confined to a day of the week
• Are the escalations confined to a week of the month
• Are the escalations confined to a time of quarter
• Are the escalations confined to a month of the year
• What RCA categories do the escalations fall into? PARETO
• Which towers are generating the escalations and what are the escalations categories?
• Which assignment groups are generating the escalations and what are the escalations categories?
• Which agents are generating the escalations and what are the escalations categories?
• What types of tickets (Category/Subcategory/Requested Item) are generating the escalations?
• Which users/business units/organization/location/country are generating the escalations?
• Which type of users (Standard/VIP) are generating escalations?