5 signs your users are dissatisfied

IT departments are often surprised to learn that users are dissatisfied with their services. Few users complain loudly when they are dissatisfied, preferring instead to simply to remove themselves from IT. Here we show five signs that users might be dissatisfied.

1. They've stopped calling the help-desk

IT departments are typically happy when call volume to the help-desk drops, After all, it means users have fewer issues and the workload on IT is reduced. But it could also mean that users are looking elsewhere for help.

If users don't think the help-desk ill be able to help them they turn to other resources (colleagues, internet, etc) for help. A typical volume is one call per user per month. Fewer than that or any sudden drop in volume in not necessarily a good sign.

2. They are not complaining

The best-in-class organizations strive for a 0.5% to 1% rate of complaint. If you are getting fewer than that probably doesn't mean that your users are ecstatic. It means instead that they've stopped caring. They don't think complaining will help them and is simply a waste of their time.

3. They are not returning your calls

Users or business managers are incredible busy, like anyone else. They will therefore prioritize their time to the ones that add them value. If the users stopped responding to your call, are not answering your emails or stopped showing up to meetings, it means the value you bring them is not sufficient.

User engagement is an excellent sign of satisfaction. Dissatisfied users are simply not interested in interacting with IT.

4. You hear about projects after the fact

Business units are making decisions, starting projects and sometimes even purchasing software (or SaaS) without involving IT. Their perception is that IT not only doesn't add value to the process but might even slow things down.

An IT department that is constantly behind the ball in term of new projects and decision-making will often react by putting the brakes, only worsening the situation.

5. Your boss doesn't talk to you

Research shows that IT leaders that have a good relationship with their boss have frequent communications through various channels (live, phone, email, etc). The communications tend to be informal and two-way.

If your boss is not communicating frequently with you, takes time to respond to your requests and is generally difficult to reach, it might be a sign that they are dissatisfied with your services.

Being left alone is not a blessing

We often hear people in IT being glad that people are leaving them alone. But the reality is that if users, managers and your boss are not interacting with you regularly, they are probably dissatisfied. And since user satisfaction is the number one indicator of business value, it also means that the perception of IT value is low.

Take-aways

  • Satisfied users tend to be engaged and responsive
  • Non-responsive users might be a sign of dissatisfaction
Posted on October 18, 2013 .