By: Ashley Maska, Summer 2015 Marketing Intern for High Touch Technologies
Ever wonder why the tech guys are taking so long to get back to you and your computer files that are in sudden danger of being corrupted or disappearing forever? While it is natural to go into panic mode and immediately blame the service company for not responding to your IT request fast enough, there may be more taking place behind the scenes than you were aware of. In fact, many IT providers use a metric known as a key performance indicator (KPI), which constantly monitors and measures the success of response rates for each client request that rolls in.
Key performance indicators can measure a variety of things, including projects finished on time, projects under budget, response rates, and quality of service. Measurements collected come in the form of numbers or ratios, and companies can define and measure progress on previously made objectives by placing this data on a graph. KPIs are:
Timely — To measure service and response progress, data is collected frequently and sometimes on a daily basis. This keeps information up-to-date and drives motivation of the technician of IT providers.
Goal-oriented — In order for a KPI to be of benefit, it must line up with goals set beforehand. For example, if a company goal was to respond to all IT requests within a 4-hour time frame, the KPI might indicate the number of requests that met the target, number of requests in danger of failing to meet the target, and number of requests that have already failed.
Adjustable — By evaluating regular assessments, companies can identify trends and locate areas that need more client attention. Once a goal has been met for a certain period of time, companies can improve client experience to seek further optimization for service results. KPIs allow for more growth opportunities and chances for correction of internal issues.
Customer-focused — Ultimately, these goals and measurements are made in order to benefit end-users by services provided. If clients are unhappy, action can be taken to correct and reset goals to make effective changes. In addition, KPIs encourage collaboration between staff members to identify weak spots and increase customer satisfaction.
So the next time you roll your eyes and blow steam out of your nose thinking that your IT service providers are slow to respond, remember that they may already be working on a solution and are monitoring it every step of the way.