Free IT Support Survey

Measuring response time satisfaction highlights whether support meets employee expectations and identifies areas for faster turnaround.

Effective communication is crucial; this question reveals if explanations and updates are understood and appreciated.

Assessing the ticketing process uncovers any usability issues in your help desk system and points to improvements.

Understanding training effectiveness ensures employees can solve minor issues independently and reduces recurring tickets.

This question reveals if root causes are addressed properly or if issues keep resurfacing, indicating deeper problems.

Remote support quality impacts productivity, especially for off-site or hybrid workers, making it essential to evaluate.

Assessing prioritization ensures critical issues receive prompt attention and helps refine the escalation process.

High knowledge levels correlate with faster resolutions; this question checks if staff have adequate system expertise.

Evaluating self-service tools determines if employees can resolve issues independently, reducing support load.

This Net Promoter - style question gauges overall satisfaction and loyalty, indicating service strengths and weaknesses.

This high-level question captures the general sentiment and serves as a baseline KPI for satisfaction trends.

Assessing understanding ensures customers feel heard and solutions are tailored to their needs.

This question measures confidence in staff skill levels, impacting perceived service quality.

Professional interactions build trust and influence overall satisfaction; this reveals if standards are met.

Follow-up ensures problems are fully resolved; this question checks if customers feel fully supported.

Clarity of updates prevents confusion, so this assesses if messages are clear and timely.

Timeliness is a key driver of satisfaction; this measures if resolution speed meets expectations.

Self-help effectiveness reduces support tickets; this checks if resources are comprehensive and useful.

This loyalty question indicates repeat usage intent, reflecting satisfaction and confidence.

An open-ended question captures ideas for innovation and uncovers issues not covered by structured items.

Open feedback like this reveals real-world obstacles and helps prioritize fixes.

Identifying positive aspects helps reinforce best practices and replicate them across your team.

Specific pain points highlight process bottlenecks, guiding process redesigns.

Detailed feedback on communication points to clarity or frequency adjustments needed.

Gathering tool suggestions drives strategic investment in helpful resources.

This checks emotional buy-in and identifies gaps in customer reassurance.

Channel preference data helps allocate resources to the most effective mediums.

Targeted KB feedback ensures self-service content stays relevant and complete.

Assessing guidelines checks if instructions are clear, step-by-step, and user-friendly.

An open text box lets participants voice unique ideas or concerns not covered elsewhere.

Identifying key apps and their support levels ensures critical tools remain reliable.

Fast bug fixes reduce downtime; this question checks if timelines align with user needs.

Clear instructions promote adoption; this measures if release notes and training are effective.

Enhancement turnaround time is crucial for evolving business needs; this highlights responsiveness.

Status updates prevent frustration; this ensures transparency in the support lifecycle.

Aligning support priorities with business impact ensures resources focus on the most critical bugs.

Workarounds maintain productivity; this question checks if interim solutions are sufficient.

Training quality impacts user proficiency, making this essential for long-term satisfaction.

Frequent errors signal deeper issues; this helps track systemic reliability concerns.

User suggestions highlight practical enhancements and drive continuous service refinement.

Quick onboarding is essential; this gauges if users get access when they need it.

Clear guidance prevents access mistakes and reduces support tickets.

Role changes are frequent; this checks if updates occur accurately and promptly.

Password resets are common; efficient handling minimizes user frustration and downtime.

License provisioning impacts productivity; this identifies any administrative roadblocks.

Policy questions require accurate guidance; this ensures users receive reliable support.

Clear policy communication prevents security lapses and user confusion.

Onboarding quality sets the tone; this checks if new employees receive full IT support immediately.

User-managed profiles reduce admin work; this gauges if self-service options are intuitive.

User ideas highlight administrative inefficiencies and guide process enhancements.

Friendly interactions build rapport and make customers more comfortable seeking help.

Active listening is critical; this question checks if customers feel truly heard.

Patience fosters a supportive environment, reducing user frustration during troubleshooting.

Using plain language ensures customers of all technical levels understand the solutions.

Customer confidence influences satisfaction and long-term trust in your support services.

Follow-up demonstrates commitment to resolution and strengthens customer relationships.

Setting realistic timelines and updates prevents disappointment and builds trust.

Professionalism during escalations can de-escalate tensions and maintain service quality.

This summary question captures holistic impressions of service quality and courtesy.

Customer-driven ideas offer fresh perspectives for elevating service standards.