Satisfaction Surveys » IT Satisfaction Survey

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Satisfaction Surveys » IT Satisfaction Survey

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You need to build a IT Satisfaction Survey that is specific to your product or service needs. This may be the one time you connect with your customer right after you have had direct contact with them. Deciding what this survey looks like is quite important.

Survey Goal

The first thing to do when creating this kind of survey, or any survey is to create a Survey Goal. Determine what kind of information you want to gleam from this survey and then stick to that goal! Here are two examples of goals for IT Satisfaction Surveys:

  • Survey Goal Sample #1: To determine how satisfied customers are with our tech support for benchmarking future support surveys from our technological department and across other divisions of your company.
  • Survey Goal Sample #2: To determine IT satisfaction, with a focus on the time it takes to resolve technical issues.

To learn more about Survey Goals, see our Survey-Questions page.
Having the goal to refer to will help you stay on task!

Survey Questions

With IT Satisfaction Surveys, you need to determine who your audience will be, before you can figure which questions to ask. Specifically with With IT Satisfaction Surveys, you are most likely dealing with two distinct types of respondents:

  • Neophytes
  • Super Users

Depending on your product or service, you may be able to identify the majority of your audience.

Neophyte

If your respondents are Neophytes, or beginners it is important to keep your text as simple and as unencumbered by technical jargon as possible. These respondents have contacted your Tech Support Team for help with a wide variety of issues, including the most basics aspects of your product or service. The survey should be simple and easy to access and complete.

While speaking in your company’s own voice, try not to stray from the basic information that you are gathering — a customer satisfaction rating for the tech support received. You may want to inquire what would have made the experience of using your product or service easier.

When introducing the survey, you should make reference to the product or service that the respondent needed help with. The full name of the product or service should be mentioned. This will provide for maximum recall of the tech support contact. If possible, the date of the tech support interaction should be included.

Super User

As a Super User, your respondent has the wherewithal to be talked to with the latest industry speak and buzz words. These respondents have contacted you for very specific reasons.They may need help with a multi-step process, they may have unique technical requirements to consider or they may be requesting release dates for new features. The survey should be focused, but you can also use this interaction time to see what new aspects of your product of service need improvement of expansion. Give the Super User lots of room to explain the details and offer the option for a member of your company to contact them offline for further details.

What if you are being contacted by both?

It is tricky to address two diametrically opposed audiences, but here are some tips to help you do so:

  • Go ahead and use some industry jargon, but be sure to define them for your Neophytes. And make sure the definitions are accurate or you will lose the faith of your Super Users. They might also contact you if you define something incorrectly.
  • Use the full product name and omit any aliases to avoid confusion.
  • The date of service can be helpful for all. Either of these respondent types could have contact tech support multiple times; the Neophyte may just need help with all the steps along the way and the Super User may hit a new technical barrier they could have not envisioned with our first contact.
  • For best results send the survey immediately following the tech support call and the contact is fresh in the customer’s mind.

What type of questions should I ask?

With an IT Satisfaction Survey, the type of questions that you should ask depend on your survey goal, but there are some basic questions that we suggest for these types of surveys.

Be sure to include questions that we call KPIs or Key Performance Indicators. For this type of survey, we would recommend an OSAT or overall satisfaction question and a Likelihood to Recommend Question. To learn more about KPIs, see our Survey-Questions page.

You may also want a measure the satisfaction of a technical support representative. This could include courteousness, knowledge, speed, etc…

Survey Example

We have provided a basic survey template for you to use as a starting point. You can customize this to meet your needs.


The above is just a suggested start.Remember to keep your Survey Goal in mind. Here are some additional questions that might be relevant or spark ideas:

  • Was your problem solved?
  • Did the support that you received Exceed, Meet or Not Meet your expectations?
  • Was the technical support staff professional?
  • How long did it take for your call to be answered?
  • How long did it take for your email to be answered?
  • Would you call again were you to have another problem?
  • What is the the number one problem that needs to be fixed in order to improve our product / service?
  • Are there specific times, staff, and requests that have significantly more complaints?

Once your survey is complete, please test it multiple times, and review what the reporting will look like, so that the data is setup to meet your analysis needs. Once you are satisfied with your survey, it is time to distribute it. There are a variety of ways to distribute surveys. See our Data-Collection page to read more about distribution methods. For IT Satisfaction Survey we recommend that these be distributed through an email campaign immediately following the service call.

Survey Reports

Once your survey is live and you are collecting data, you will need to analyze and report on this data. There are a variety of reporting options, but here a few that might be helpful for IT Satisfaction Surveys.

If you asked how technical support was contacted, your results may look like this:


From this chart you can determine that email and phone support are the most common method of contacting technical support, and support department should be staffed appropriately. You can filter a report by contact method to see individual results for each method.

If you used a radio button question to collect an overall satisfaction score, your results may look like this:


From these results you can see that approximately a quarter of respondents are very dissatisfied with the IT help desk service. This question would be followed by an open-ended question asking what would have improved the satisfaction with the IT help desk. These open-ended response would be the key to determine what areas of areas need to be focused on.

If you measured how many contact were had with IT before the problem was fixed, your results may look like this:

From this chart, we can see that 12 percent of respondents have not had their issue fixed. The data can be filtered to see satisfaction ratings for those whose issues were fixed versus those who are still waiting for a resolution. Also, a survey could include a way for those still seeking a resolution to request additional contact.

To learn about all of the reporting options, please refer to our Survey Reports page.

Additional Resources

Sometimes you need some industry background before conducting your survey. Here are some resources that may help you with this material:

International Customer Service Association:
http://icsatoday.org/

Tech Republic Research Library
http://www.techrepublic.com/research-library?tag=hdr;hdr-secnav


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