MAY MEETING SURVEY RESULTS

Attendee’s – 17

Survey’s completed – 11

8 out of 8 Attendees were Members of HDIMN

1)       How satisfied were you with the registration process:

6 Attendee’s were Very Satisfied

4 Attendee’s were Satisfied

1 Attendee was Very Dissatisfied (Don’t use MS Outlook so it didn’t work)

2)       Overall, how satisfied were you with the speakers/presenters?

6 Attendee’s were Very Satisfied

6 Attendee’s were Satisfied

3)       Overall, how satisfied were you with the meeting facilities?

6 Attendee’s were Very Satisfied

5 Attendee was Satisfied

4)       The content of the meeting was appropriate and informative.

6 Attendee’s Strongly Agreed

5 Attendee’s Agreed

5)       Are you an HDI Member?

8 Attendee’s are members.

2 Attendee’s are not members.

1 Attendee’s did not respond.

Meeting Attendance:

4 Attendee’s:  1-2 meetings per year

1 Attendee – 3-4 meetings per year

1 Attendee’s – 5-6 meetings per year

2 Attendee – More than 6 per year

3 Attendee – 1^st HDI Meeting

Future Topics:

Team Building Exercises

Deskside Topics

Incident Categorization

Hey, our May meeting has been posted and you can RSVP now!

http://www.hdiminnesota.com/ai1ec_event/may-chapter-meeting-hdi-national-take-aways/?instance_id=40

Transparency is king:

Meeting Topic: Customer Satisfaction: A Continual Process, Not Just a One-Time Activity!

Speaker: Gina Montague, President HDI MN, Infinite Campus

Location: Great River Energy, Maple Grove, MN

21 Attendees with 18 completing the Survey

1. How Satisfied were you with the RSVP process?

13 respondents were Very Satisfied

4 respondents were Satisfied

1 respondent was Very Dissatisfied

1. Overall, how satisfied were you with the speakers/presentation?

12 respondents were Very Satisfied

5 respondents were Satisfied

1 respondent was Very Dissatisfied

1. Overall, how satisfied were you with the meeting facilities?

16 respondents were Very Satisfied

1 respondent was Satisfied

1 respondent was Very Dissatisfied

1. The content of the meeting was appropriate and informative.

13 respondents were Very Satisfied

4 respondents were Satisfied

1 respondent was Very Dissatisfied

1. Are you an HDI Member?

12 Members

6 Non-Members

1. Approximately how many HDI Meetings do you attend annually?

1^st Meeting – 4

1-2 month – 4

3-4 month – 2

5-6 month – 1

More than 6 – 7

1. What kinds of topics would you like to see included at future meetings?

Tools, Social Media, Service Desk, Project Management.

More ITIL, Service Support topics.

Service Desk & Incident Management, Metrics.

Customer Service

Social Media Support, Self Service Support

Team Building, ASA (Cisco Firewall)

On-Boarding Processes

HDI importance, ie. Certifications, trainings, networking – free tools used in the Service Desk.  App Hosting (Cloud)

TOPIC CHANGE:

Due to an urgent work-related situation, our speaker that was scheduled to present on Service Catalogs tomorrow needs to reschedule.  We are planning to reschedule Service Catalogs at our June meeting so we are moving the June topic on customer satisfaction to tomorrow.  We apologize for any inconvenience this may have caused and we hope you are able to join us at Great River Energy in Maple Grove at 2:00!

Customer Satisfaction:  a continual process, not just a one-time activity.

Customer feedback is important at Infinite Campus. How they perform as a service organization is extremely important as they continually strive to deliver exceptional service to their customers. In February 2011, Infinite Campus implemented a customer satisfaction tool to gather feedback on the services provided to customers when they contact Support. Their goal is to have 95% customer satisfaction, and they are proud to report that they are currently meeting their goal.  Measuring customer satisfaction is a continuous process at Infinite Campus. Customers have the opportunity to rate their level of satisfaction on five categories: courtesy, knowledge, timeliness, quality and overall service. All closed Campus Support cases generate a survey via e-mail. However, they are mindful not to inundate their customers with too many surveys. Each customer will receive a maximum of one survey every 30 days.

Join us on Wednesday, April 18 at 2:00 as Gina Montague (Support Services Manager at Infinite Campus & the HDI MN Chapter President) explains how they implemented HDI’s Customer Satisfaction Index (CSI) over a year ago.  She will talk about how easy it was to implement the CSI tool, demo the product to give you a sneak peek on what it has to offer, explain processes created to monitor feedback that they use for coaching & kudos, and share reports that were created for the different audiences.

We have had a lot of awesome things going on in Minnesota recently.  It’s a great time to be in the customer service industry.  Recently, HDI Minnesota held a free customer service training as a benefit to local members.

In true service form, a survey was sent out, and here are a couple highlights and the complete responses (excel download)!

The intructor was amazing and the material was delivered in a way that was fun and very useful to my everyday job!

I was not looking forward to this training and I did not think this would help.  I was very wrong and totally enjoyed myself there.

Involvement and feedback from our members and guests is very important to the Minnesota Chapter Board Members.  Your input helps us to determine topics for future programs, location considerations and interest in special events.

Beginning this month, we are adding a new article to the monthly newsletter – Chapter Meeting Survey Results.

March 2012 Meeting Survey

Meeting Topic:  “IT Service Management at Scott County”

Attendee’s – 13

Survey’s completed – 7

7 out of 7 responses were Members of HDIMN

1) How satisfied were you with the registration

process:

6 Attendee’s were Very Satisfied

1 Attendee was Very Dissatisfied (On event page I could not find a registration link. Only an e-mail address?)

2) Overall, how satisfied were you with the

speakers/presenters?

2 Attendee’s were Very Satisfied

5 Attendee’s were Satisfied

3) Overall, how satisfied were you with the conference

facilities?

6 Attendee’s were Very Satisfied

1 Attendee was Satisfied

4) The content of the meeting was appropriate and

informative.

2 Attendee’s Strongly Agreed

5 Attendee’s Agreed

Meeting Attendance:

1 Attendee:  1-2 meetings per year

1 Attendee – 3-4 meetings per year

3 Attendee’s – more than 6 meetings per year

1 Attendee – Don’t usually attend

1 Attendee – 1st HDI Meeting

Future Topics:

–HD Analysts Training and Development.

–How IT Governance can account for support

activities.

–Change, Knowledge or Problem Management.

–CRM Options.

If you would like to provide feedback regarding a meeting, have ideas for future meetings, questions about HDI or would like to become active with Board activities, please contact communications@hdimn.com.

The Minnesota Chapter of HDI will be hosting a Support Center Analyst and a Support Center Manager training session the first week in April.  These classes are open to the public; both HDI members and non-members are welcome.  HDI certification and training is built upon globally-recognized industry standards developed by an international committee of industry experts and practitioners.  Learn from the best instructors in the industry; participate in exercises and discussion, and network with your peers from other local companies.

We hope that you will be able to participate in this exciting chance to learn, network, and prepare to get certified as a Support Center Analyst orManager.  Class size is limited to 20 attendees per class.  If you’re interested in attending, contact Tina Buchberger (contact info below) right away.

_________________________________________________________________________________________________________

HDI Support Center Analyst
HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

When:   April 9-10, 2012 from 8:00-5:00 pm CT

Where:  Infinite Campus, 4321 109^th Ave NE, Blaine, MN 55449

Cost:  $1295 for HDI members, $1395 for non-members (includes the cost of the HDI certification exam)

What You Will Learn:

• How to assess customer business needs and exceed customer expectations
• Critical thinking skills to resolve incidents quickly and consistently
• Active listening skills and effective communication strategies
• How to identify and defuse challenging customer behavior
• Ways to create win-win interactions with customers, management, and team members
• An awareness of ITIL® processes

HDI Support Center Manager  
HDI Support Center Manager training explores how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.
When:   April 11-13, 2012 from 8:00-5:00 pm CT

Where:  Infinite Campus, 4321 109^th Ave NE, Blaine, MN 55449

Cost:  $1795 for HDI members, $1895 for non-members (includes the cost of the HDI certification exam)

What You Will Learn:

• Characteristics of an effective support center manager
• How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
• Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
• The relationships between IT service management processes
• The difference between and the importance of strategic, tactical, and operational planning
• Benefits and challenges of self-service technologies
• Processes for building and managing effective security policies
• Staffing models
• The value of outsourcing
• Tactics for screening, hiring, training, and managing high performance teams
• The metrics and key performance indicators essential to your performance reporting

Please contact Tina Buchberger for these classes (p: 773-417-2238).  Also, feel free to forward this message to anyone you believe could benefit from HDI training and certification.  The more the merrier!  For additional information on these or other HDI training opportunities, please click here.

If there is a training session that you’d like us to bring to Minnesota, please let me know.  Did you know that we meet the 3rd Wednesday of every month?!  Want to learn more about your local HDI chapter?  Please visit: http://www.hdimn.com/

All the best,

Gina Montague
President

Minnesota Chapter of HDI
president@hdimn.com

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