Session 210: Surveying the Customer Experience

Wednesday, April 11 at 11:30 AM

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It's certainly important to have a customer service strategy that maps out the desired customer experience you strive to deliver consistently. But it's even more important to establish a surveying vehicle that easily allows your customers to share their experience in dealing with your team. This session shares First American's customer experience journey and the role surveying played in the continuous improvement progress. You'll be enlightened by the survey questions, process, review, coaching, and alert escalation, as well as how they use the survey response data to hold themselves and their vendors accountable to a high level of service commitment and delivery.

Pete McGarahan

Senior Director, End User Support
First American Corp.

Pete McGarahan is the senior director of end users support for First American, as well as an industry expert and thought leader in global ITSM. With 30 years of business, IT, and service leadership experience, Pete enjoys sharing his lessons learned and career experiences through published articles and by presenting at industry conferences. He has received various industry awards and honors, including the HDI Team Excellence Award for his work with the Taco Bell support organization, the "Top 25 Professionals in the Service and Support Industry" from IT Support News, and "The Legend of the Year" (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring, and advisory services. .