Clients expect their products and services to be available when they need them, whether they are internal or external. Any unanticipated interruptions or degraded performance can have a substantial impact on the Customers ability to conduct business, as well as a negative impact on business performance in terms of impacted revenues, profitability, and customer/employee satisfaction. The Customer Satisfaction/Client Experience Analysis method tries to create a mechanism for gathering data in order to identify elements that affect the Customer Satisfaction/Client Experience in both positive and negative ways.

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Sample list of actions that can be taken:

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1. Ensure there is a Business Unit Management Plan so that you can more effectively manage the relationships with the business units you provide service to.
2. Ensure you have have SOW/DOUs with the business units so expectations are explicitly clear.
3. Ensure you have SLAs/SLOs/KPIs with the business units so you can measure, track, trend and report on the service you are providing.
4. Ensure you have internal reviews for FTF/FCR/FCE/FLR, Reassignment Counts, Reopen Counts, TicketBacklogs, & CSAT scores.
5. Review staffing plans to ensure adequate coverage to provide the expected service.
6. Review workload dynamics to ensure you are prepared for any change in the volume of work you are receiving.
7. Conduct skill gap analysis to ensure your staff are ready for the type of work that is being assigned to them.
8. Conduct refresh training to ensure your staff are adequately skilled to handle the work.
9. Review the knowledgebase to ensure its accuracy.
10. Track business units related issues and ensure you discuss them in your regular meetings to avoid perception based issues.
11. Implement Client heat maps to ensure you understand the client temperature. Ensure you identify the decision makers, influencers, supporters, and detractors.
12. Map your teams to client teams to ensure personality alignment.
13. Implement regular governance meetings to ensure contractual alignment.
14. Implement regular MOR meetings to ensure operational alignment.
15. Conduct relationship surveys to ensure you are aware of current and changing client temperatures.