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Dear All
You are invited to participate in our survey. In this survey, approximately 400 people will be asked to complete a survey that asks questions about a UK IT Customerl Survey. It will take approximately 2 minutes to complete the questionnaire.

Your participation in this study is important to us. There are no foreseeable risks associated with this project.
Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact [Name of Survey Researcher] at [Phone Number] or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
What is your preferred method of contacting the service desk team?
 
email
 
phone
 
web portal page
 
walk in
 
 
 
Which IT Department do you normally contact?
 
Houghton Regis
 
Gloucester
 
 
Thinking of the last time you contacted the service desk team, how satisfied were you with IT's
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied
courtesy and friendliness
professionalism
willingness to help
ability to indentify your problem
product knowledge
ability to answer your questions
response time to the issue
expertise
overall handling of your issue
communication and follow-up on the incident resolution
 
 
 
How would you rate your computer expertise?
 
Novice
 
Basic user
 
Intermediate
 
Advanced User
 
Expert
 
 
How satisfied are you with:
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied
the quality and reliability of the services provided by IT
IT's communication of plans for changes
 
 
 
After logging a call, how long did you have to wait before receiving a response from an IT representative?
 
Taken care immediately
 
within 60mins
 
within 4 hours
 
within 8 hours
 
next day
 
next week
 
 
 
What 3 things could the service desk team do to enhance the services provided?
 
Better communication with Users
 
Email improvements, e.g. mailbox limits and archiving
 
IT Training
 
Printing improvements
 
Easier, more direct access to IT
 
One-to-one consulting
 
Self-help online tools and resources
 
Improve facilites for remote working
 
Wifi improvements
 
Improved Internet performance
 
Improved performance of applications
 
Data storage improvements
 
Scanning improvements
 
Expert advice sessions
 
VIP dedicated support
 
Help you to use technology more effectively
 
Other, please specify
 

 
 
 
Please add any other comments