IT Help Desk Service Support Survey + Sample Questionnaire Template

Help Desk Service Support Survey and sample questionnaire template consists of questions that are designed to obtain a feedback from customers regarding their experience with the help desk support. Customer satisfaction (CSAT) is indeed one of the most important attributes for any business to grow and succeed. This questionnaire is designed by a team of experts in QuestionPro to collect feedback from clients in order to evaluate and analyze the help desk service provided to them and collect meaningful insights to help improve the services. This form can be customized to suit the business needs of an organization and a number of similar questions can be added to this sample survey template.



   
Help Desk Support:

How satisfied are you with:
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied N/A
Overall quality of telephone support?
Overall quality of on-site support?
Knowledge and professionalism of the help desk support staff?
Knowledge and professionalism of on-site support engineers?
Communication and follow-up on problem resolution?
The ability of help desk to diagnose your problem?
The ability of the help desk to solve your problem?
Time require resolving your problem?
Overall quality of the solution?
Maintenance services offered?
 
   
 
Please tell us how we could improve the quality of support we provide to you or your organization:
   
 
   
 
[COMPANY] understands the service needs of my organization.
 
Strongly agree
 
Agree
 
Neutral
 
Disagree
 
Strongly disagree
 
Not sure
 
   
 
Overall, how satisfied are you with the amount of contact between you/your organization and [COMPANY]?
 
Very satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very dissatisfied
 
Not sure
 
   
 
Overall, the quality of [COMPANY]'s sales department service is:
 
Excellent
 
Very good
 
Good
 
Fair
 
Poor
 
   
 
Overall, the value of [COMPANY] services compared with the price paid is:
 
Excellent
 
Very good
 
Good
 
Fair
 
Poor
 
   
 
Would you recommend [COMPANY] services to colleagues or contacts within your industry?
 
Yes
 
No
 
Not sure
 
Other (Please Specify)
 
 

Why do you need to conduct a IT Help Desk Service Support Survey?

Business owners need to understand the importance of customer feedback. Whether you manufacture a product or provide services, a feedback is essential to analyze what is going well and what are the areas that need attention or improvement. If your customers feel satisfied and are happy with the services and information provided they are surely going to your loyal customers and even refer you to their family and friends. This will positively enhance your Net Promoter Score. Here are a few reasons why you need to conduct a help desk service support survey:

  1. To improve the quality of service: Customer feedback is an insight into what is working well with the services provided and what are the areas of improvement needed to make the experience better for them. You might have the best industrial expertise and all the professional knowledge, however, customer insights will help improve your services and in turn help you grow your business.
  2. To measure customer satisfaction: Customer satisfaction(CSAT) and customer loyalty are important metrics that determine the company’s financial performance. This is directly linked to other benefits like increased market shares and higher revenue. Many studies have confirmed a close relationship between customer satisfaction and business performance. Therefore, as a business owner, you want to make sure you collect customer feedback about the services you have provided them with.
  3. It shows you value customers opinion: By asking your clients for feedback on services provided by the help desk support you communicate to them that their opinion is important. Listening to their suggestion will help build stronger relations with your clients thereby reducing customer churn. This is a great way to gain valuable brand ambassadors.
  4. Helps improve customer retention: Satisfied customers will stay with you, unhappy customers will not only find an alternative but may also spread a negative word of mouth, which could adversely affect your business. Also, the cost of acquiring a new customer is far greater than retaining an existing one. Therefore, by deploying this survey business can know if customers have any suggestions/improvement in the services provided by the help desk support. Happy customers are a satisfied customer and will stay with the business.

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