Improve Your Client Satisfaction By Creating an IT Support Survey

John Storts
Slide Show

Eight Telling Changes in Consumer Attitudes and Behaviors

Factors such as loyalty programs and the use of technology are influencing consumers' decision to stay with or leave their providers.

It's important that you routinely check in with your clients to find out how they feel about your IT department's quality of support. Getting an understanding of how your IT support is perceived by your clients can help you quickly identify and move to resolve support issues.


MDE Enterprises, Inc., contributed a carefully constructed survey that can help you gauge client satisfaction. MDE purposefully constructed the survey to be as brief as possible, acknowledging that busy clients might not be apt to spend more than five or ten minutes filling out a survey, even if meaningful participation could lead to higher satisfaction.


The succinct survey helps you answer the following questions and rate satisfaction on a scale from "Excellent" to "Very dissatisfied":

  • How satisfied are you with the responsiveness of the IT organization in getting to your issue?
  • How satisfied are you with the effectiveness of the IT organization in resolving your technical problem?
  • How satisfied are you that the IT organization is focused on your organization's needs and issues?


Alternately, rather than sending the survey out to limited response, you could use the survey to interview your clients, filling in the information yourself so you can find out how your organization is doing and what the client thinks.


Find out, directly from your clients, exactly what you need to know to improve your level of IT support.


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