Section 10
Account and
Performance
Management
10.1 Describe the processes you use for measuring your performance on
similar accounts.
We use the following tools and processes to promote communication, gain feedback and identify any required
course of action regarding our performance on most of our accounts similar to Zendesk and can do the same
for you:
Performance Scorecard Defined and weighted metrics automatically roll up into performance
dashboard; reviewed Quarterly
Performance Measurement and
Reporting Ongoing monitoring of performance using technology tools and performance
metrics to gauge and adjust performance.
Customer Satisfaction Surveys In follow-up to work requests, transactions, projects and milestone activities.
These are also used on an annual basis to allow the client to review our over-
all performance.
Quarterly Scorecard Review Quarterly meetings to review scorecard goals, progress and discuss
modifications or corrective measures as necessary.
Annual Review Sessions Review the performance of our team and revisit and / or establish new
objectives and strategies. Share the latest information regarding process
improvements, strategic market research, benchmarking and technology.
This is an effective means of ensuring that best practices are being applied,
that standards of excellence are being achieved and that service delivery is
aligned with overall client business objectives.