Touchpaper to Offer Prospects/Clients HDI's Customer Satisfaction Index

By Susan J. Campbell

TMCnet Contributing Editor

 

Touchpaper, an IT Business Management (ITBM) solutions provider, has secured the contract to resell HDI’s Customer Satisfaction Index (CSI) Service to prospects and customers of Touchpaper.

 

The CSI from HDI provides support centers, help desks and service desks with secure, reliable, robust and statistically valid customer satisfaction measurement data. These targets are provided with customer satisfaction scores that include valuable comparisons against organizational goals in addition to peers in the same industry.



As a user-friendly, secure SSL encrypted, on-line survey tool, the HDI CSI automatically sends surveys to a cross-section of randomly-selected customers who have recently contacted an organization’s support center. This service is intended to integrate seamlessly with the Touchpaper ITBM suite as well as other call tracking systems. Initiation of the customer surveys occurs upon the closing of a call center call or service desk ticket.

 

A panel of service management experts developed five standard questions on which the survey is based. The questions relate to the following areas:

 

 

Organizations also stand to benefit from such functionality as trend reporting, monitoring performance against goals, opt-out list management and triggered alerts in areas of high dissatisfaction.

According to Ron Muns, founder and CEO, HDI, the company is excited about Touchpaper’s decision to provide its customers with HDI’s Customer Satisfaction Index service as this is another way to tie the Service Desk to measurable business value through performance indicators.

Carl Grieves, Touchpaper senior vice president contributed that in collaboration with HDI, Touchpaper is committed to driving the future direction of service management and delivering tangible benefits to customers. The Customer Satisfaction Index service will be of great value to Touchpaper customers in the benchmarking of support centers over time as well as against industry standards. Customer satisfaction is a Key Performance Indicator (KPI) for many organizations and formal measurements of this type are critical to the Touchpaper ITBM concept.

The HDI CSI service is available immediately through Touchpaper's direct and indirect sales channel in the USA.

In all reality, customer satisfaction should be a top priority for all organizations. After all, without happy customers, it is much harder to grow revenues, profits and market share. There is also a direct link to employee satisfaction when service is not a top priority. With all the potential benefits that satisfied customers can produce, it is difficult to understand why any company would view it as unimportant.

 

Touchpaper is now able to offer its clients the ability to go above and beyond mere satisfaction by providing tools that can determine specific levels, areas for improvement and how they compare with other companies in the same industry. As products and services lean more toward commodities, differentiation must be sought in the superior customer experience in order to dominate any market.

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.