Free IT Customer Satisfaction Examples Survey

Understanding overall satisfaction gives a baseline for performance. It highlights whether strategic improvements are necessary.

Response time is a key driver of satisfaction. Slow or inconsistent replies often lead to frustration.

Professionalism builds trust and credibility. It also impacts the likelihood of repeat requests or escalations.

Clear updates reduce confusion and downtime. They help users prepare for scheduled maintenance or feature releases.

Quick resolutions minimize disruption. This question identifies bottlenecks in troubleshooting workflows.

Proactive measures demonstrate maturity in IT operations. They also reduce the volume of reactive support tickets.

Self-service tools empower users and lower support costs. Their quality directly affects adoption rates.

Security is a top concern for all stakeholders. Confidence levels reveal perceived risk and trust.

Alignment ensures IT contributes to organizational goals. Misalignment leads to wasted effort and frustration.

Net Promoter - style questions gauge loyalty and advocacy. Strong promoters often become champions of your services.

Clear guidance reduces repeat incidents. It also empowers users to resolve basic issues independently.

Polite interactions foster goodwill. Professionalism also reflects on your department's reputation.

Accurate guidance ensures issues are solved correctly. Ineffective advice can prolong downtime.

Friendly service lowers user stress. It also makes difficult tech issues feel more manageable.

Clear next steps reduce user confusion. They also lower the chance of incomplete fixes.

Multiple, easy contact paths improve access. Difficult contact processes lead to user frustration.

Active listening ensures accurate problem diagnosis. Misunderstanding can lead to misdirected fixes.

Follow-up checks demonstrate care for user experience. They also catch any lingering or new issues.

Timely updates keep users informed. Lack of updates may increase user anxiety about unresolved issues.

This loyalty indicator shows overall service quality. High likelihood suggests consistent support performance.

An intuitive submission process reduces errors. It also lowers user frustration from complex forms.

Correct categorization speeds up assignment. Misclassification leads to delays and misrouting.

Regular updates build trust and transparency. Too few updates can cause confusion or frustration.

Automated alerts keep users informed without manual effort. Poor notifications can be ignored or lost.

Clear priorities set realistic expectations. Misaligned priorities frustrate users waiting for resolution.

A smooth escalation path resolves complex issues faster. Blocked escalations harm service perception.

Accuracy in solutions reduces repeat contacts. Incorrect fixes waste time for both users and IT.

Detailed closure messages confirm resolution steps. Brief or vague notices leave users uncertain.

Workarounds maintain productivity until a full fix arrives. Preventative advice can reduce future incidents.

This holistic rating highlights systemic strengths or weaknesses. It guides prioritization of process improvements.

Incident response is core to ITIL operations. Fast responses minimize business impact.

Clear change notifications prevent unplanned disruptions. They ensure stakeholders are prepared.

An accurate catalog sets correct service expectations. Inaccuracies lead to confusion about available options.

SLA compliance measures reliability. Missed SLAs can erode user trust.

Effective problem management reduces repeat incidents. Follow-up ensures root causes are addressed.

Clear roles prevent task overlap and gaps. Ambiguity can slow resolution and accountability.

A robust knowledge base empowers self-service. Gaps in documentation force users to seek manual support.

Continuous improvement shows commitment to quality. Lack of visible progress can frustrate users.

Accurate configurations underpin reliable services. Poor data can lead to incorrect decisions.

Trust in governance ensures stakeholder buy-in. Low trust can hinder process adoption.

Simple menus reduce caller frustration. Complex structures often lead to hang-ups.

Clear prompts guide callers effectively. Ambiguous instructions cause confusion and misrouting.

Reasonable wait times balance automation with human support. Long holds negatively impact satisfaction.

Self-service success reduces agent load. Poor automation drives callers straight to support staff.

Efficient calls respect user time. Overly long interactions can deter future use.

Navigation flexibility empowers callers. Lack of control can force restarts or hang-ups.

Reliable speech or keypad recognition reduces frustration. Misinterpretation leads to wrong routing.

Logical structures speed up call flow. Poor layouts increase error rates.

Effective automation frees up agents. Ineffective self-service wastes caller and agent time.

Recommendation likelihood measures overall system success. Strong promoters indicate a well-designed IVR.