Help Desk Customer Satisfaction Surveys

Not applicable

‎06-08-2009 05:35 AM

I am charged with creating a Customer Satisfaction Survey ouf our help desk services.
I am hoping someone may have done this already and would be willing to share the questions they asked. I understadn this is a selfish request on my part to save me time and effort but would be willing to repay in kind.

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CapaJC
ServiceNow Employee
ServiceNow Employee

‎06-08-2009 06:54 AM

My experience (both as a Help Desk manager and as a survey taker) is that more questions means you'll get fewer responses. I tended to keep mine simple, with four questions max or maybe five.

1) quality of service (did it fix the problem, scale of 1-5)
2) timeliness of service (was it fast enough, scale of 1-5)
3) professionalism of service (can be more important than the other two to some customers, scale of 1-5)
4) additional comments


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