Following are some important issues to consider when designing and conducting IT Help desk surveys:
1. Asking the right questions and knowing how to effectively word the questions.
2. Making the survey responses anonymous. IT Help desk customers are more likely to respond to an IT survey and to provide honest answers when an outside company conducts the survey and they are comfortable that their responses will be anonymous.
3. Having IT Help desk customers identify their department, site location and other pertinent demographic information, and generating survey reports for each demographic criterion.
4. Providing the opportunity to include comments and suggestions along with ratings.
5. Promoting participation in the survey.
6. Sharing the survey results with IT Help desk staff and with IT Help desk customers.
7. Taking action based on the survey results.
8. Conducting the survey periodically (e.g. annually, semi-annually or quarterly) and tracking progress in IT
Help desk customer satisfaction and service levels, and IT Help desk performance.
Taking action to increase IT Help desk Customer satisfaction and IT Help desk performance
Some of the actions that CTOs, CIOs, IT Help desk managers and other IT managers can take to increase Help desk service levels and customer satisfaction include:
1. Providing training and mentoring for IT Help desk CSRs in how to handle customer calls, problem handling and resolution, acting professionally, technology knowledge, IT customer follow-up and other pertinent issues.
2. Identifying and managing IT Help desk customer expectations for service.
3. Establishing and communicating SLAs (service level agreements or standards) to Help desk CSRs and IT Help desk customers.