Kinetic Survey
Overview
Kinetic Survey brings customer feedback directly into your service management process, using your BMC Remedy Action Request System service management platform.
- Rules-based automation delivers the right survey to the right person at the right time. Kinetic Survey Enterprise Feedback Management (EFM) provides control over what action triggers a survey (such as delivery of a service), who receives it, and how often each individual can be surveyed.
- Easy, flexible survey process promotes higher response rate. Kinetic Survey makes it easy for any trained business user to create a survey since no BMC Remedy development skills are required. And flexible delivery methods—email, the web, phone—provide options for the medium best suited to the type of survey and recipient.
- Automated feedback improves service. Kinetic Survey automatically routes responses to appropriate personnel based on survey input (for example, alerting a manager of a reported service problem) to assure that issues are followed up on promptly. Detailed information collected on key customer or employee satisfaction metrics provide the foundation for data-driven customer service decisions.
- Centralized enterprise feedback management combined with department autonomy maximize efficiency. Surveys, delivery rules, and data validation are centrally managed; only one master database is maintained; and feedback can be integrated into enterprise business processes. Yet each department can create its own surveys and control the security of its survey data through permission-based access.
- Cost-effective enough for a single department, yet powerful enough to manage the diverse needs of an entire organization, Kinetic Survey enterprise feedback management increases internal and external customer satisfaction by enabling surveys that:
- Provide Sales and Marketing departments with information about customer product and service needs and account management service to improve customer retention and increase sales.
- Provide IT groups with valuable feedback on the quality and timeliness of service delivery.
- Provide HR departments with employee satisfaction measures and information to improve benefits and training programs and reduce employee turnover.
- Provide Finance with cost-justifications for new product/service development, marketing and sales initiatives and internal service delivery enhancements.
- Provide regularly scheduled automated information updates to specific internal and external groups or individuals, such as employees, departments, and customers.
- Provide data validation in all functional areas for more accurate reporting and analytics.
- Provide accurate management of non-autodiscoverable assets such as cell phones, projectors, scanners, and furniture.
"If you measure it, it gets done." — The IT Service Management Forum
