We’re delighted to announce the successful introduction of gamification to our post support surveys to help increase client and employee satisfaction and embed world-class service as a day to day standard for service delivery.
What is Gamification?
Gamification is a concept which encourages engagement with a product or service by adopting elements of game playing. At Air-IT, gamification enables our staff to turn positive client feedback into points and prizes. Points are awarded for any ‘good’ responses collected by our simple one-click survey tool, which our clients are asked to complete to rate the quality of our service when an IT support case has been resolved.
Air-IT ticket surveys allow clients to rate and give feedback on our service
Our clients can also choose to leave comments, which staff and management can view instantly on our service delivery dashboard.
Our service delivery dashboard allows us to review client feedback instantly
Once positive feedback has been received, individual staff members can accrue or redeem their points against a catalogue of prizes ranging from bacon butties and vouchers to extra days of annual leave and weekends away in luxury accommodation. Paige Smith, Service Delivery Manager at Air-IT says:
Traditionally, survey response rates in the IT industry average between 1 and 5%. At Air-IT, we already sit well above the norm with a typical response rate of 15%. By implementing gamification, we’re hoping even more of our clients will be willing to provide feedback. As well as recognising and rewarding employees, this allows us to identify areas where we can improve and incentivise our team to give great service at every interaction so we can deliver an even better experience for our clients and end users.
As well as being rewarded for positive client feedback, all staff are eligible to receive and give points to colleagues who go above and beyond in their roles. Recognition is based on a badging system encompassing our core company values: innovation, commitment, excellence and community.
Built-in peer recognition allows staff to give badges and points to colleagues
A further element of gamification allows individuals and teams to challenge each other for points by going head to head in contests e.g. first one to reach 10 positive survey responses wins. James Healey, Managing Director at Air-IT comments:
Requiring an annual commitment of £25K, the implementation of this tool marks a significant investment in our future as a service and client focused organisation. We know the happiness of our team is closely linked to customer satisfaction and our success as a business overall. We believe this initiative will be extremely beneficial in helping us to drive productivity and world-class service as staff are rewarded in real time for their efforts.
Living the Air-IT vision
The introduction of gamification adds further depth to existing employee engagement and customer service initiatives which include our Great People Awards and Golden KPIs programme. It also reinforces our position as a progressive and world-leading managed IT and Communication service provider as well as being the industry employer of choice in the East Midlands region.