IT Help Desk Service Support Survey Template

Help Desk Service Support Survey 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
Strongly disagree
Not sure
Overall, how satisfied are you with the amount of contact between you/your organization and [COMPANY]?
Very satisfied
Very dissatisfied
Not sure
Overall, the quality of [COMPANY]'s sales department service is:
Very good
Overall, the value of [COMPANY] services compared with the price paid is:
Very good
Would you recommend [COMPANY] services to colleagues or contacts within your industry?
Not sure
Other (Please Specify)

How to Write A Successful IT Help Desk Service Support Questionnaire

Running a help desk support isn’t all that easy. For starters, it can be difficult to find a resource who has expertise in the subject matter(technical), possess excellent communication skills with a great attitude for customer service skills. That is the reason why asking effective help desk support questions in your survey is essential so that you can evaluate the performance of the resource hired to run the task. Here are a few pointers that can help you create the right questions:

  1. Define your objective: The first in creating a successful help desk support survey is to identify what are the goals you want to achieve on deploying this survey. Once, your goals and objectives are clear it will be easier for you to think and formulate survey questions that you would want to add in your survey. Most of the help desk support surveys are sent to clients immediately after they have interacted with a help desk member to collect feedback and to rate the satisfaction level of the interaction.
  2. Ask simple questions: Asking simple yet effective survey questions can help you in collecting meaningful insights from your clients. It is important to keep your survey simple and ask straightforward questions. Avoid using jargons while composing questions, to avoid any confusion amongst your survey respondents. If the respondents don’t understand the questions, chances are they will experience survey fatigue and will result in either half filled survey or no response at all. This will defeat the entire purpose of deploying the survey.
  3. Align your survey with your brand: Your clients will engage in the survey if they recognize who is it from. Therefore align your survey with your brand. With QuestionPro’s help desk service support survey, you have the liberty to customize the survey template with the branding identity (brand logo and color) of your brand. This is the age of technology, most of the communication these days is on emails. Imagine the number of emails you receive in a day. If you are sending your survey through emails, make them count. Let your clients identify you and respond to the survey.
  4. Review your survey: Before you deploy your survey to your clients, make sure you have reviewed your survey for any possible spelling mistakes, alignment of questions, logo, color combination and functionality of the survey. It can be embarrassing if a survey has mistakes and they are pointed out by the clients or respondents. Check and re-check your survey before sending it out.

Why do you need to conduct 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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