A recent poll on Business Service Reliability (BSR) found that IT needs to put an increased focus on managing and measuring the customer experience to improve business outcomes.
The poll—conducted by IDG Research Services on behalf of CA Technologies—sought to determine how organizations measure both BSR and the customer experience that IT provides. BSR is CA Technologies approach to helping IT transform by providing a clearly-defined framework for managing and measuring customer interactions.
The majority of respondents (58 percent) are using a combination of surveys and other metrics (e.g. application downtime and call-center volume) to measure the customer experience. Just over one quarter (26 percent) reported that IT delivers an exceptional experience. The majority of respondents (61 percent) classified the customer experience as adequate. The remainder described it as inconsistent – the customer experience meets the expectations of the business some, but not all, of the time.