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IT Surveys and IT Help Desk Surveys
(IT Customer Satisfaction Surveys and
IT Help Desk Customer Satisfaction Surveys)
Providing Information and Insight for Increasing IT and Corporate Effectiveness
Quantisoft's IT surveys and IT Help Desk surveys measure the performance and effectiveness of internal and outsourced IT resources, providing IT managers with the information and insight they need to increase IT performance and IT customer satisfaction.
Our wide range of information technology surveys gather performance feedback on individual incidents from IT customers as well as perceptions about IT effectiveness and service over time:
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Incident (transaction) follow-up surveys
Incident or transaction follow-up surveys assess how customers feel about how well specific IT Help Desk, IT Deskside Support, IT Application Support and other IT service incidents were handled.
These surveys provide information for immediate performance improvement actions by IT management and staff, and for monitoring performance and satisfaction trends.
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Semi-annual and annual IT customer satisfaction surveys
Semi-annual and annual satisfaction surveys capture IT user/IT customer perceptions about their service experience over the past six or twelve months with IT Help Desk, IT Deskside Support, IT Application Support and other IT services.
Semi-annual and annual satisfaction surveys provide broader and more comprehensive information and insight for understanding and improving customer service performance and overall customer satisfaction levels, and for measuring performance and satisfaction trends.
Quantisoft's IT User Surveys/IT User Satisfaction Surveys Focus on the Things That Matter the Most
Our IT surveys identify strengths and weaknesses of IT staff, IT processes, IT customer service delivery, IT customer policies, IT system's performance and other pertinent issues.
The surveys also hone in on IT customers, what they are experiencing and how IT's performance is impacting them and their customers.
At a time when CIOs, CTOs and IT managers are under pressure to increase IT performance while their budgets are tightening, IT surveys provide the solutions you need at a very affordable cost.
Types of Quantisoft Information Technology Surveys
- IT Help Desk support
- IT Deskside service and support
- IT Break Fix support
- Install, Move, Add, Change (IMAC) support
- Resolver/Applications maintenance support
- Software development
- Server operations
- Hardware repair
- IT procurement
- IT training for IT employees and IT customers/IT users
- Project management office (PMO)
- IT employee engagement surveys/IT staff satisfaction surveys
Technology Survey Questions -- IT Customer Satisfaction Survey and IT Help Desk Survey Metrics
IT Survey/IT Help Desk ratings provide a clear indication of current and ongoing levels of IT performance and IT user satisfaction/IT customer satisfaction.
Verbatim comments and suggestions provide critical actionable information and insight for achieving breakthrough results.
Quantisoft has extensive experience in knowing the right technology survey questions to ask and in wording the survey questions effectively.
Our surveys include demographic questions about IT users, enabling us to provide survey results reports by user department and site/location and other demographics as well as for each IT function, overall.
IT Survey/IT Help Desk performance metrics include the following and other service and performance criteria, depending on the type of survey being conducted:
- Ease and time required to contact IT/IT Help Desk with inquiries and to report problems
- Timeliness of initial response from IT/IT Help Desk
- Timeliness of IT problem resolution
- Courtesy and attitude of IT/IT Help Desk staff
- Knowledge of IT customer's environment and other pertinent IT user issues
- Communications effectiveness
- Effectiveness of IT problem resolution
- Follow-up to ensure satisfactory resolution
- IT customers' awareness of SLAs (IT service level agreements), service channels, and service policies
- Effectiveness of individual IT and IT Help Desk staff and teams
- Satisfaction levels of IT customers/IT users sorted by IT user location, IT user business unit and other IT user demographics
- Effectiveness of outsourced IT Help Desk, IT DeskSide Support, IT Applications Support and other IT services
- Effectiveness of systems developed
- Timelines in meeting system development deadlines
- Intranet uptime/Internet uptime
- Web site effectiveness
Benefits of Quantisoft's IT Surveys/IT Help Desk Surveys/IT User Surveys
In-house and outsourced IT resources are an integral part of any business today.
Technology impacts your organization's ability to attract and retain customers, compete effectively, provide high levels of customer service, drive workforce productivity and much more.
Quantisoft's IT Surveys and IT Help Desk surveys enable organizations to realize significantly greater value from costly IT and IT Help Desk resources, achieving the following and other benefits for your organization:
- Increase IT performance, enabling significant improvements in the performance, effectiveness, competitiveness and satisfaction of IT's internal and external customers
- Pinpoint and diagnose IT problems and opportunities, and connect the dots across the organization
- Gain insight for prioritizing IT performance improvement initiatives and projects
- Achieve breakthrough improvements in IT service attribute performance including timeliness, professionalism, courtesy, knowledge, communications with customers, problem resolution effectiveness, etc. for in-house and outsourced IT Help Desk, IT Desk Side Support, IT Application Support, IT Network and other IT services.
- Identify and deal with lowest performing IT Help Desk, IT Desk Side support, IT Applications support, IT Network and other IT staff
- Enable IT customers to communicate more effectively with IT and IT Help Desk service providers
- Increase IT service quality and productivity
- Reduce IT costs
- Make better, more objective decisions based on IT customer/IT user and IT staff feedback.
- Identify problems and opportunities by IT agent/IT technician, IT team, product, site location, communication channel, customer business unit and type and other criteria
- Focus investments in IT staffing, training, equipment, teams and programs where they will have the greatest payback
- Identify and fix recurring problems
- Improve coaching of in-house and outsourced IT staff using IT customer/IT user feedback
- Increase validity of IT staff reward and recognition based on customer feedback
- Send an important message to IT staff and IT customers/IT users that IT management cares about their performance and satisfaction
Quantisoft's IT Customer Satisfaction Survey/IT User Survey Customers
Quantisoft's IT customer satisfaction survey/IT user satisfaction survey customers include companies ranging in size from well over 20,000 employees to middle market companies to companies with as few as 100 employees.
Our IT survey customers are in a wide range of industries including manufacturing, pharmaceuticals, bio technology, health care, financial services, high tech, not for profit and other industries.
Some of our IT customer survey/IT user survey customers have in-house IT departments while others have outsourced IT functions and some have a combination of in-house and outsourced IT functions.
All of our customers have a few things in common:
- The desire to gather information and insight about IT user satisfaction and IT performance
- The need to identify ways to increase IT customer satisfaction and the performance of in-house and/or outsourced IT functions
- The need to find ways to contain and lower IT costs while increasing IT user satisfaction
Should Your Organization Conduct a Technology Survey?
Here are some reasons why your organization may need to conduct a technology survey:
- If IT management is being pressured to do more with tighter budgets and fewer resources
- If IT customers/IT users are complaining about the IT Help Desk, IT Deskside support, IT Application support, IT Network support and support for other IT services
- If senior management and key IT users are demanding better performance and results from IT
- If IT management has a gut feeling that IT performance and IT customer satisfaction can be significantly improved and you want a fast, cost-effective way to identify the opportunities and problems facing IT from the perspective of IT's customers
- If your company needs to become more competitive with technology enhancement and performance playing a key role
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