Its usual for the service providers to get their functions evaluated – by customers they serve, in order to improve their performance and to win customer loyalty. In a Technical Support Model where the IT Unit (such as Customer’s SAP Center of Excellence) provides services to end-users of the solutions across different organizational units, a structured feedback could help technical team in learning from past experience and improving their future services.
As part of measuring the solution adoption rate by system end-users, we have a feedback-seeking practice in place, according to which we run a survey periodically through a Third Party (an internal department). The results do give a general understanding of how happy our customers are with given support. However, with the practice we can’t (exactly) determine how well the enhanced & new solutions are being received & perceived by end-users in practical environment.
To tackle such situation, I am thinking of a Solution Specific feedback process according to which we may seek beneficiaries’ response upon providing them the services. I was wondering if someone here at forum has gone through similar situation before and could share his/her experiences?