22. 05. 2014 Nicola Degara Service Management

Evaluate the customer satisfaction with the emoticons in EriZone

Have you ever used the emoticons to express your mood? Well, in many countries around the globe there is the opportunity to evaluate the various services offered by the public administration through the usage of the emoticons . A simple and quick procedure, which consists in giving a vote through three smiley faces: a smiling, the other indifferent, and the last disappointed.

Even EriZone embraces this initiative by implementing on the tickets the opportunity to provide an evaluation of the received service through the three smilies. Companies in the public administration have requested this functionality to judge the services provided to the citizens and identify areas for possible improvements.

Data are collected and aggregated by the system, so that you can get a complete list of cases resolved positively, in a sufficiently satisfactory way or even negatively. With this information you can create statistics, identifying the various areas that need intervention by the organization to raise the level of the users’ satisfaction.

With this quick and easy method you can have concrete data to measure the satisfaction of your customers and define new strategies for a continual service improvement.

Nicola Degara

Nicola Degara

Consulting and Delivery Team Manager at @ Würth Phoenix
My name is Nicola Degara and I work as Consulting and Delivery Team Leader. With a technical developer background, I am in the IT field since the nineties. After more than 6 years’ experience as managing director of an international software development company in Shanghai I have been embracing, once back to Europe, the dynamic NetEye & EriZone philosophy. My strong conviction towards the Open Source supports and continues to influence any reasons of my daily choices and future visions.

Author

Nicola Degara

My name is Nicola Degara and I work as Consulting and Delivery Team Leader. With a technical developer background, I am in the IT field since the nineties. After more than 6 years’ experience as managing director of an international software development company in Shanghai I have been embracing, once back to Europe, the dynamic NetEye & EriZone philosophy. My strong conviction towards the Open Source supports and continues to influence any reasons of my daily choices and future visions.

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