A statistically representative survey is an economical way to assess customer and employee perceptions. Employee, or Help Desk staff, surveys can provide input on available training, workload, and tools. Surveying both customers and employees can identify disjoints in desired objectives and goals, or in perceived and actual performance. Through feedback, features or products can be created to address customer satisfaction voids. Customers can be affordably educated on common items of interest.
Evaluations can identify the areas of importance to customers.
Based on these areas of importance, management can better allocate limited resources. Staffing and training needs can be better addressed by focusing training resources on areas of greatest concern. Staff training and workload issues are often uncovered by hearing from those who contact them. Customer and employee satisfaction will increase, which reduces staff turnover and costs associated with hiring and training new individuals. Therefore, the benefits of help desk performance measurement outweigh the costs.