Information Technology Customer Satisfaction Survey - (copy)

This survey is meant to collect feedback on the services offered by the Information Technology group for IMOSDP. It will specifically focus on the Help Desk, Field Technical Services, and IT Purchasing. Your feedback is vital for defining the goals and objectives of the IT group in meeting your needs. Thanks in advance for your valuable time.
Name (optional): 


  1. The following best describes my role within the organization. 


  1. The following best describes the location where I work most of the time. 


  1. What types of technical issues do you most commonly call the Help Desk for? (You may select multiple answers)
    SecureBase and/or MediaLink
    PC/Hardware problems
    Problems with Software on my PC
    Network Issues
    E-mail
    Remote Access
    Non-Technical Issues


  1. When calling the Help Desk I estimate that I hold an average of:
    30 seconds or less
    30-60 seconds
    60-90 seconds
    90-120 seconds
    2 minutes or more


  1. How many times do you contact the Help Desk per month? 


  1. Rank the following methods of contacting the Help Desk in order of your preference. (1 being the most desirable)
        1 2
    E-mail  
    Phone  


  1. If all the following methods were available for contacting the Help Desk which would you prefer. Rank in order of preference. (1 being the most desirable, 5 being the least desirable)
        1 2 3 4 5
    E-mail  
    Phone  
    On-line Chat  
    Ability to search for technical answers on a Website  
    Ability to enter a support request via Website  


  1. Rank these topics in order of importance when utilizing the Help Desk. (1 being most important to you, 3 being least important to you)
        1 2 3
    Reasonable Hold Times  
    Having problem resolved on first call  
    Follow-up on my issue  


  1. When the Help Desk has worked on an issue for me they are knowledgeable about the problem.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. When I contact the Help Desk my issue gets resolved in a timely manner.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. What non-technical issues (those not involved with the use of hardware and/or software) do you most commonly call the Help Desk about?


  1. Rate the overall customer service level of the IT Help Desk.
     
      1 2 3 4 5  
    Poor  Excellent


  1. Please provide any additional feedback or suggestions you might have for the Help Desk.


  1. When a Regional Technical Coordinator (RTC) has worked on an issue for me they were knowledgeable about the problem?
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. If the RTC did not know the answer to a question, he/she researched the answer and responded back to me in a timely manner.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. The RTC took the time necessary to answer my questions in a satisfactory manner.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. The RTC demonstrated initiative and tenacity in resolving any problems encountered.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. The Field Services Team (RTC's) is friendly, professional and helpful.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. When having a technical issue that required on-site assistance from an RTC your problem was fixed in a timely manner and to your satisfaction.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. Rate your overall satisfaction of the service you receive from the Field Services Team (RTC's).
     
      1 2 3 4 5  
    Poor  Excellent


  1. Please provide any additional feedback or suggestions you might have for the IT Field Services Team (RTC's).


  1. When my local Technical Support Representative (TSR) has worked on an issue for me they were knowledgeable about the problem.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. When having a technical issue that required on-site assistance from your local TSR your problem was fixed in a timely manner and to your satisfaction.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. Have you utilized the IT Purchasing Department within the last year? (If no please skip to question 34)
    Yes
    No


  1. IT Purchasing responds to your questions/inquires in a timely manner.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. The IT Purchasing Process is easy to understand and is administered consistently.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. Your purchasing requests are processed within a reasonable time period.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. You are confident in IT Purchasing's knowledge of hardware and software products.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. The Purchasing Requisition Form is understandable and easy to fill out.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. IT Purchasing provides relevant and complete responses to your inquiries.
     
      1 2 3 4 5  
    Strongly disagree  Strongly agree


  1. The IT Purchasing Requesition Form is easily found on the IMtranet.
    Yes
    No


  1. Rate the overall customer service level of IT Purchasing.
     
      1 2 3 4 5  
    Poor  Excellent


  1. Please provide any additional feedback or suggestions you might have for the IT Purchasing Department.


  1. Please provide any additional comments or feedback that you may have for Information Technology in the space provided below: