An IS auditor is reviewing the service management of an outsourced help desk. Which of the following is the BEST indicator of how effectively the service provider is performing this function?
The BEST indicator of how effectively a service provider is performing the help desk function is often customer satisfaction ratings. Customer satisfaction reflects the end-users' perception of the quality and effectiveness of the help desk services. It provides a direct measure of whether the service provider is meeting the needs and expectations of the users.
C. Customer satisfaction ratings
Customer satisfaction ratings provide direct feedback from the users of the help desk services, indicating how satisfied they are with the quality of service they receive. It measures the end-users' perception of the service provider's performance, which is a crucial aspect of service quality. Higher customer satisfaction ratings generally indicate that the help desk is meeting the needs and expectations of its users effectively.
While the other options may provide some insights into the help desk's operations:
A. Number of calls worked: This metric can give you an idea of the volume of work the help desk is handling but doesn't necessarily indicate the quality or effectiveness of the service.
B. Call transcript reviews: Reviewing call transcripts can help identify specific issues or areas for improvement, but it may not provide a comprehensive view of overall service effectiveness.
D. Average ticket age: This metric can help assess how quickly issues are resolved, but it doesn't necessarily measure the overall quality or user satisfaction with the service.
Customer satisfaction ratings are a more holistic and direct measure of the service provider's performance and how well they are meeting the needs of the users.
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