(Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld)

Why replace your ITSM survey with CIOPulse?

CIOPulse provides a live stream of customer feedback

ITSM tools do not provide any real-time feeds of customer feedback.

CIOPulse provides you with a real-time feedback of customer feedback designed to be displayed on a big screen amongst your support teams. Where teams have their own screens, CIOPulse can be configured to show just that team's feedback on their screen.  If you wish to start out just by showing feedback from happy customers, CIOPulse can be configured to do that too.

Feedback is colour-coded so that, at a glance, you can see the sentiment behind it.

Live feedback is a great way to 'democratise' feedback - sharing it instantly and making it widely available to everyone.

CIOPulse sends timely SMS alerts to team leads

ITSM tools do not send SMS alerts to team leads.

When a customer indicates they are unhappy, either by giving a low satisfaction rating in the survey, or by submitting a complaint, CIOPulse alerts the relevant team lead by SMS and by email. The email includes the customer's feedback and a link to the ticket in your ITSM system.

The SMS is important because emails are easily lost in busy inboxes. Alerts encourage team leads to contact unhappy customers to acknowledge their feedback, address their issue (if possible), and learn from it.

Contacting unhappy customers is a core Net Promoter practice and is strongly recommended because it enables you to leverage the Service Recovery Paradox (customers are happier after you've responded well to their issue, than they would be if there was no issue in the first place.

CIOPulse automatically shares customer feedback with team leads

CIOPulse automatically shares:

• Feedback from unhappy customers, daily
• Feedback from delighted customers, weekly
• Feedback from all customers, monthly

CIOPulse surveys look great and work perfectly on all devices

The clunky built-in surveys of ITSM tools provide a poor customer experience. Not a good look when you're asking about their experience!

CIOPulse surveys are short, beautiful, responsive, touch-enabled and embeddable in your survey invitation emails. They even work on screen-readers. This translates into higher response rates.

Our clients frequently tell us that their customers really like the CIOPulse surveys.

CIOPulse is not a survey tool. It's an award-winning customer feedback system

ITSM tools are missing the functionality that makes customer feedback actionable and helps you to actively improve customer satisfaction.

Nearly all ITSM tools have the basic capability to issue surveys to customers when you close their tickets.  And they can calculate an overall customer satisfaction score. Which often just ends up buried in a management report somewhere.

CIOPulse provides you with instant access to innovative functionality that ITSM surveys lack. 

CIOPulse natively supports Net Promoter Scores

Most ITSM tools are unable to calculate and roll-up Net Promoter Scores.

Net Promoter is an open-source methodology used by 65% of the world’s top 200 companies to grow their businesses by increasing customer loyalty. At its heart is a benchmarkable customer satisfaction metric called the Net Promoter Score (NPS). Most CEOs and CxOs are familiar with Net Promoter.

CIOPulse is able to calculate, compare and track Net Promoter Scores for your:

• Agents
• Support Teams
• Departments
• Customer groups (e.g. Locations, Regions or Business Functions)

CIOPulse also categorises customers as Detractors, Passives and Promoters and uses this impactful Net Promoter terminology throughout.

CIOPulse benchmarks your performance against your peers

No ITSM tool will tell you how your customer satisfaction level compares with other organisations.

CIOPulse benchmarks your organisation's monthly Net Promoter Score against all other CIOPulse customers.

Your position in the benchmark (e.g. Top 20%) is shown on a monthly management report and is visible at all times on an interactive dashboard.

On request, we are happy to introduce clients to each other to learn from each other's practices.

CIOPulse provides you with a Key Driver Analysis for agents, teams and customers

ITSM tools do not help you identify which aspects of the customer experience your customers most want you to improve.

CIOPulse provides you with a number of interactive dashboards that enable you to navigate and analyse your customer feedback data. One of these dashboards provides you with what is called a Key Driver Analysis.  It shows you which aspects of the customer support experience are most important to your customers and which you need to improve.

CIOPulse also manages compliments and complaints

The built-in survey capability of ITSM tools does not enable you to capture feedback from customers outside of the normal ticket lifecycle.

CIOPulse includes a Compliments, Complaints and Suggestions (CCS) module. This enables you to capture feedback from customers at any time and about any thing.

As per the ticket-related feedback collected by CIOPulse, CCS feedback is used to generate alerts, can be displayed live on big screens, and is automatically shared with team leads.

ITSM tools do not automatically share customer feedback with team leads.

For customer feedback to have the most impact, it must be shared with front-line support staff. To help make this happen, CIOPulse automatically and regularly sends team leads the feedback for their team.

For example, CIOPulse could tell you that:

• Sam's number one strength is her friendliness. But she needs to be better at providing customers with status updates.
• The SAP team are great at responding to issues quickly. But customers are really unhappy with how long they take to fix them.
• The London office find that IT is really knowledgeable but their number one concern is tickets being closed without confirmation.

Equipped with these insights, you are able to make better decisions about what aspects of IT support to improve.  And you avoid allocating your limited resources into improving areas that are not important to your customers.

• Short, beautiful, multi-language surveys that are responsive, touch-enabled and work on all combinations of devices and browers, even screen-readers for the visually impaired.
  
  
• Measures, tracks and compares satisfaction levels with individual agents, teams and departments.
  
  
• Measures, tracks and compares satisfaction levels of customer business units and locations.
  
  
• Provides team leads with timely SMS alerts when customers are unhappy so that they can respond immediately.
  
  
• Shares customer feedback in real-time via a scrolling 'ticker-tape' display.
  
  
• Automatically distributes customer feedback to team leads for coaching and reward and recognition purposes.
  
  
• Tells you the top three customer experience strengths and weaknesses for any agent, team or department.
  
  
• Provides you with a monthly benchmark that shows how your customer satisfaction levels compare to your peers.

This feedback can be used for:

• Reward and recognition
• Coaching support staff
• Identifying themes in the feedback

CIOPulse does Project and Relationship surveys for you

ITSM surveys capture feedback related to support tickets. CIOPulse does this too. But in addition, CIOPulse provides the ability to run whole-of-IT (relationship) and project-based surveys.

These surveys can be used to collect customer feedback and analyse the performance of specific IT projects as well as for the whole of IT, e.g. via an annual IT survey or quarterly VIP customer survey.

CIOPulse provides interactive dashboards for analysing this feedback and makes it easy for you to download your survey results for further analysis.