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  2. 2016
  3. May
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Dear SCHARP User:

On behalf of SCHARP Technology Division, You are invited to participate in our IT support survey. In this survey, all agency staff will be asked to complete a survey that asks questions about your IT experience. It will take approximately 5 minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project initiative. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

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 James Jones II at 213-355-5417 or by email [email protected].

Sincerely,

Information Technology Division


Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
 
* How satisfied are you with our IT support?
 
Very satisfied
 
Somewhat satisfied
 
Neutral
 
Somewhat dissatisfied
 
Very dissatisfied
 
 
 
* How satisfied were you with how IT support staff resolved your problem?
 
Very satisfied
 
Somewhat satisfied
 
Neutral
 
Somewhat dissatisfied
 
Very dissatisfied
 
 
 
* If your problem was not resolved, did our IT staff offer to follow-up after the call or visit?
 
Yes
 
No
 
 
Please rate our IT support staff on the following attributes.
Very Poor Poor Fair Good Very Good
* Responsiveness
* Professionalism
* Politeness
* Knowledge of the problem
* Efficiency in solving the problem
* Manner of handling follow-up questions
 
 
 
How long did you have to wait for an IT support representative to become available?
 
Less than a day
 
one day
 
two days
 
three days
 
four or more days
 
 
 
* How long did it take for IT support staff to resolve your problem?
 
Less than a day
 
one day
 
two days
 
three days
 
four days
 
five or more days
 
Problem did not get resolved
 
 
 
How many times did you contact IT support before your problem was resolved?
 
Once
 
Twice
 
Three times
 
More than three times
 
Problem is still unresolved
 
 
 
Do you have any suggestions for improvement?