Free IT Service Survey

This question helps determine whether staff understand the documented workflows and guidelines, highlighting areas where documentation may be lacking or unclear. Clear communication of processes ensures consistency and compliance across teams.

Assessing change management effectiveness uncovers bottlenecks that can delay updates or introduce risk. Effective procedures minimize service disruptions and maintain system integrity.

Consistent application of asset management policies helps track hardware and software lifecycles accurately. This insight can point to gaps in policy adherence or tooling needs.

Transparency in incident management builds trust by keeping users informed about status and resolution timelines. It also highlights communication practices that may need improvement.

A well-defined service catalog ensures users know what services are available and how to request them. Clarity here reduces confusion and improves request accuracy.

Regular KPI measurements help track performance trends and detect deviations early. This question reveals the maturity of your monitoring and reporting processes.

Evaluating SLA compliance highlights areas where service delivery meets or fails expectations. Understanding compliance levels drives accountability and process improvements.

Post-implementation reviews capture lessons learned and reinforce best practices. This question shows whether your team systematically learns from completed projects.

A well-updated CMDB supports accurate change and incident management. Integration into daily tasks ensures configuration data remains current and reliable.

Clearly defined roles prevent overlap and confusion during service delivery. This question unearths ambiguities that can slow decision-making and task execution.

Reliability measures uptime and consistency, which are core to user trust. Identifying reliability gaps can guide infrastructure investments.

Responsiveness affects user productivity and perception of the IT team's attentiveness. This question highlights potential delays in request handling.

Competence ensures that issues are resolved correctly and efficiently. User confidence in staff expertise directly influences satisfaction.

Professionalism fosters positive interactions and user goodwill. Courtesy can mitigate frustration during technical issues.

Effective communication sets expectations and prevents misunderstandings. Timely updates keep users informed about progress.

Alignment with business needs ensures that technology solutions support key objectives. Gaps here can lead to misaligned priorities.

Consistency builds reliability and user trust over time. Variations in service quality point to process or resource issues.

Availability and performance are direct indicators of service quality. User experience often hinges on these technical factors.

Effective resolution restores service levels quickly and reinforces confidence. This question identifies shortcomings in escalation and remediation.

Proactive feedback collection drives continuous improvement. This question gauges how committed the team is to refining processes.

This overarching measure captures general sentiment and satisfaction levels. It serves as a baseline for identifying areas needing attention.

Net Promoter Score-style questions reveal loyalty and advocacy potential. High recommendation likelihood indicates strong satisfaction.

Ease of use impacts adoption and productivity. Identifying usability barriers can drive interface and process improvements.

Timely support prevents workflow interruptions. This question highlights responsiveness from the user's point of view.

Effective communication ensures expectations are met and maintained. Miscommunications often lead to frustration.

Professionalism fosters positive experiences and builds trust. This measure emphasizes the human element of service delivery.

Issue resolution satisfaction shows whether support meets technical and customer care standards. It's a direct indicator of service effectiveness.

Training and resources empower users to solve simple problems independently. This question highlights gaps in self-service capabilities.

Proactivity reduces downtime and builds user confidence. Identifying proactive behaviors helps allocate resources for monitoring.

Self-service options reduce support load and empower users. This question uncovers areas for enhancing or expanding documentation.

First response time sets the tone for the entire support experience. Measuring this helps pinpoint staffing or routing issues.

First-contact resolution minimizes repeat calls and user frustration. This metric indicates help desk agent expertise and empowerment.

Clarity of instructions ensures users can follow guidance accurately. Poorly worded advice often leads to repeat escalations.

Professional conduct fosters a positive support interaction. Courtesy can ease user stress during technical problems.

Ongoing communication prevents uncertainty and frustration. This question assesses transparency in ticket handling.

Agent expertise directly affects resolution quality. Identifying knowledge gaps informs training needs.

Follow-up ensures that solutions are effective long term. It demonstrates commitment to user satisfaction.

Accessibility of support channels influences user willingness to report issues. Complicated submission processes can deter reporting.

Multiple channels cater to different user preferences. Measuring satisfaction here highlights where channel improvements are needed.

This summary question captures the holistic help desk interaction. It's useful for tracking trends over time.

Timeline adherence affects user planning and project success. This question identifies schedule risks and delays.

Clear requirements prevent scope creep and rework. This measure reflects the quality of initial project scoping.

Regular updates keep stakeholders aligned and informed. Effective communication reduces misunderstandings and bottlenecks.

Active stakeholder engagement ensures project outcomes meet needs. Gaps in involvement often lead to misaligned deliverables.

Budget adherence prevents cost overruns and resource constraints. This question helps monitor financial performance.

Proactive risk management reduces the impact of unforeseen issues. This measure evaluates preparedness and responsiveness.

Resource availability affects delivery speed and quality. Identifying resource gaps can help optimize future planning.

Good documentation aids knowledge transfer and onboarding. This question highlights the completeness of deliverable artifacts.

Change impact communication minimizes disruptions and confusion. Clear messaging ensures users are prepared for updates.

Post-delivery support ensures sustained service quality and user confidence. This question measures the ongoing value of completed projects.