IT Satisfaction Survey

How to Effectively Design and Use an IT Satisfaction Survey

Providing a mechanism for IT feedback will provide data to drive improvements and help your IT team succeed.

There are a few keys steps you should take as you are setting up your feedback program:

  • Define your goals clearly
  • Get management buy-in and support
  • Centralize your customer feedback if possible in one system
  • Develop a way to update users on the status of their requests in the feedback system
  • Collect ongoing feedback over time
  • Recognize employees as they get positive feedback from users
  • Act on the feedback to improve over time

Following are some specific areas to gather data to make improvements in IT:

  • Gather performance feedback on individual incidents to identify the skill strengths and weaknesses of your systems and personnel.
  • Get instant alerts when a user gives negative customer feedback so you can act promptly to turn a negative experience into a positive one.
  • Find out how users prefer to contact you. You may need to add or reallocate staff to improve response time.
  • See where your IT team is spending most of their efforts. Are they spending too much time supporting outdated equipment or technology? Perhaps an upgrade would be more cost effective.

Find the answer to these questions and others so you can optimize your IT processes and improve your ratings over time.

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Survey Design Tips

Short and sweet is the best tip for designing an IT Satisfaction survey.  It may be sent out for each issue so you’ll want to get only the data that you need. Shorter surveys encourage a better response rate. Also consider asking one question per page or only a few questions per page.

Some Example Questions to Ask

You can customize your survey to reflect your organization’s needs but here are some ideas to get you started.

An Overall Satisfaction question using a Likert scale question type will give you a broad view of users satisfaction level.

Once you have an overall rating, drill down further to find out what caused the user to contact IT. Was the issue software, hardware or Internet related?

Then go on to ask further questions to help narrow down what prompted the user to give feedback. Was it an emergency need, troubleshooting an ongoing issue, a request for new hardware or software, a need for training, or something else. This is a good question to include an "Other" answer where the respondent can put in their own answer.

In addition to asking about the issue that caused the call or ticket, also ask for feedback on the representative who assisted. You could use a radio button grid type question asking about how knowledgeable, helpful, and courteous the representative was.

You might also include a question on whether the issue was fully resolved and another on if the resolution occurred in a timely manner.

A final open-ended question is a great way to end your survey. You might ask for any comments or suggestions to help the IT Team improve.

Once you’ve crafted and tested your survey internally, you’ll be ready to run it and collect data.


Surveys for feedback on service are often run after each issue has been addressed. Once IT considers the issue resolved, send out your survey to ask for feedback. Sending immediately means details about the interaction are fresh in the user’s mind and you’ll get more accurate data.

Distribution Methods

Email is often the most effective way of asking for feedback. If possible set up an automated email that sends out a link to take the survey immediately once an issue is considered resolved.

If the interaction with the representative is over chat ,though, you may consider having the survey appear online immediately after the chat.

Working with Survey Results Data

Data from your first survey responses can be used to establish a baseline and then you’ll be able to track success by continuously surveying users on their experiences.

Create reports and exports to share with the IT team. Both managers who make decisions on how to allocate resources and representatives who work with users directly will be interested in going over aggregate feedback as well as individual results on questions about service.

Keep your support team involved, you may even allow them to help in organizing feedback and suggesting solutions. Make sure to give them the opportunity to report on any issues that they identify in the course of providing support as well ask any questions that they have about the feedback coming in.

Both good and bad feedback should be shared throughout your team and the organization. You’ll be able to enjoy the successes together and resolve any issues that you’ve identified.

The survey response data and the feedback system as a whole will provide the information that you need to plan for updated systems and equipment, and make changes to any processes that need updating.

Going Above and Beyond

Following are a couple of features that you might use to add even more value to your survey:

  • Send an automatic email to alert the team when a user is dissatisfied. This allows someone from your team to quickly contact the user to correct the issue and leave a more positive impression.
  • Filtering in reports. If you have included information about what representative a user interacted with (either as a hidden value in a survey) or as the answer to a question, a version of a report can be created that is specific to the contacts that were made by that representative. Filters can be created in reports or data exports on any data that is in a survey (although they are best based on quantitative data rather than open ended text).


Understanding users’ pain points will help you alleviate the pain. Setting up a survey with continuous feedback from your users will go a long way in assessing IT team effectiveness and provide the information that you need to fuel your success.

Start exploring and discover what’s out there.