IT Support Evaluation Survey Template

Measure user satisfaction with IT support services and identify areas for improvement in help desk performance.

Ticket Information

1. What type of issue did you contact IT support about?
   • Hardware problem
   • Software issue
   • Network/connectivity
   • Password/account access
   • Email/communication tools
   • Mobile device
   • Printer/peripheral
   • Other
2. How did you contact IT support?
   • Phone
   • Email
   • Help desk portal/ticket system
   • Chat/instant message
   • In-person
   • Self-service portal

Response Time

1. How quickly did IT support respond to your initial request?
   • Immediately (within 15 minutes)
   • Within 1 hour
   • Within 4 hours
   • Within 1 day
   • Longer than 1 day
2. Were you satisfied with the response time?
   • Very satisfied
   • Satisfied
   • Neutral
   • Dissatisfied
   • Very dissatisfied

Resolution Quality

1. Was your issue resolved?
   • Yes, completely resolved
   • Yes, partially resolved
   • No, still have the issue
   • Not sure
2. How long did it take to resolve your issue?
   • Less than 15 minutes
   • 15-60 minutes
   • 1-4 hours
   • 1-2 days
   • More than 2 days
   • Not yet resolved
3. How satisfied are you with the resolution?
   • Very satisfied
   • Satisfied
   • Neutral
   • Dissatisfied
   • Very dissatisfied

Support Quality

1. How knowledgeable was the IT support technician?
   • Very knowledgeable
   • Knowledgeable
   • Somewhat knowledgeable
   • Not very knowledgeable
2. How professional and courteous was the support staff?
   • Excellent
   • Good
   • Fair
   • Poor
3. Did the technician explain the solution clearly?
   • Yes, very clear
   • Mostly clear
   • Somewhat unclear
   • Not clear at all

Communication

1. How well did IT support keep you informed about progress?
   • Excellent communication
   • Good communication
   • Fair communication
   • Poor communication
2. Did you have to contact support multiple times about this issue?
   • No, resolved on first contact
   • 2-3 contacts
   • 4-5 contacts
   • More than 5 contacts

Overall Satisfaction

1. Overall, how satisfied are you with IT support services?
   • Very satisfied
   • Satisfied
   • Neutral
   • Dissatisfied
   • Very dissatisfied
2. How likely are you to recommend our IT support to colleagues?
   • Scale: 0-10 (NPS)

Improvement Areas

1. What did IT support do well?
   • Open text field
2. What could IT support improve?
   • Open text field
3. Are there any tools or resources that would help you solve issues on your own?
   • Open text field

Additional Information (Optional)

1. Your department:
   • Dropdown list
2. Your location:
   • Dropdown list
3. How often do you contact IT support?
   • Daily
   • Weekly
   • Monthly
   • Quarterly
   • Rarely

Best Practices for Implementation

Timing

• Send survey immediately after ticket closure
• Automated trigger from ticketing system
• Keep survey open for 48 hours
• One gentle reminder if not completed

Response Rate Optimization

• Keep survey under 5 minutes
• Make most questions optional
• Mobile-friendly format
• Clear progress indicator

Analysis and Action

Key Metrics:

• First response time (FRT)
• Time to resolution (TTR)
• First contact resolution rate (FCR)
• Customer satisfaction score (CSAT)
• Net Promoter Score (NPS)

Reporting:

• Weekly dashboards for team
• Monthly trends analysis
• Technician-level performance
• Issue category breakdown
• Identify recurring problems

Follow-up Actions:

• Contact detractors for detailed feedback
• Recognize high-performing technicians
• Create knowledge base articles for common issues
• Adjust staffing based on ticket volume patterns
• Provide additional training where needed

Integration Tips

• Integrate with ticketing system
• Auto-populate ticket details
• Link responses to ticket numbers
• Track by technician
• Segment by issue type

This template helps IT departments continuously improve support quality and user satisfaction.