ServiceNow CSAT and what it means

How do you choose the right ServiceNow partner? How do you ensure quality and know-how for your ServiceNow projects? The answer is to pay attention to the ServiceNow CSAT, which leads to the next question: What exactly does ServiceNow CSAT measure and how can you use this in your decision making? 

What is ServiceNow customer satisfaction survey?

For ServiceNow customers, choosing the right ServiceNow Partner in today's competitive partner landscape is not easy. This is why you should pay attention to the Partner’s customer satisfaction score (CSAT), which serves as a measure of how other customers perceive the quality of the delivered services. The CSAT score is also an indicator of the ROI (return on investment), where higher satisfaction often correlates with perceived value for money. Finally, a Partner with a high CSAT score shows the partners commitment to customer satisfaction and customer-centricity. It demonstrates that the ServiceNow Partner values its customers goals and objectives and strives to meet their needs and expectations.

The evaluation criteria

 Partners are rated on various parameters and on a scale from 0 to 5 – 5 being the highest satisfaction score. ServiceNow CSAT survey questions are structured in a way to gauge the customer service satisfaction specifically towards the service quality. Examples of questions could be:

• Did the Partner understand your business requirements
• Did the Partner deliver on-time & on-budget
• Was the communication clear throughout the project
• Was the customer enabled to manage their SN environment post-implementation
• Was the customer in a position to achieve their desired business outcomes
• How would you rate your experience with the Partner on this project

The total sum of all the ratings are displayed on the ServiceNow Partner Finder Portal, where customers can see the CSAT Score of all ServiceNow Partners. The number is updated monthly, based on the latest customer reviews.

For the ServiceNow partners, surveys are more than just a tool to measure how customers feel about their recent engagement. The survey enables them to differentiate in today’s competitive ServiceNow partner ecosystem by identifying strengths and weaknesses in the services delivered, enhancing the customer relationship by making informed adjustments in the service delivery and continuously optimizing the customer experience.

The importance of CSAT for ServiceNow customers

So when looking for a ServiceNow partner for your projects, pay attention to the CSAT score, as this gives you an indication of strengths and weaknesses based on other customers' experience with that particular partner. Although keep in mind that each partner’s average CSAT score is re-assessed on a monthly basis, which means the score might change over time.

How we use ServiceNow CSAT at The Cloud People

As a ServiceNow Elite partner, we are dedicated to taking every necessary step to guarantee our customers' satisfaction with each and every engagement The Customer Satisfaction Survey is important to us, as it provides valuable insights into our customer’s preferences and expectations.  Hence we use this feedback as a tool for further improvements and to be able to deliver best-in-class services to all our customers.