Gartner Research

Satisfaction Surveys: You've Measured It, Now What?

Published: 25 June 2013

ID: G00251802

Analyst(s): Jeffrey Brooks, John P. Roberts, Heather Colella


This research explores questions CIOs most frequently ask of Gartner analysts regarding satisfaction surveys, how to create them and what happens after the survey has been conducted.

Table Of Contents
  • Key Challenges



  • How Do Our Satisfaction Scores Compare to Other Companies?
  • How Can IT Measure Satisfaction With IT Projects?
  • What Is a "Good" Customer Satisfaction Metric?
  • How Do We Interpret Satisfaction Survey Findings?
  • How Do We Conduct the Survey — Templates, Frequency and Participants?
  • How Do We Increase Response Rates?
  • Set Goals and Make Commitments

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