Gartner Research

Improve Measuring IT Service Desk Satisfaction in the Digital Workplace

Published: 03 November 2014

ID: G00267509

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

Summary

I&O leaders use IT satisfaction surveys to determine whether end users see their IT service desk function positively. However, traditional surveys must yield to new shorter survey methods that encourage greater participation to ensure sample size and return rate will provide the accurate feedback.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Transactional Survey That Is Very Short, Focusing on a Simple Determination of Satisfaction or Not
  • Use Visual Surveys to Provide Unbiased Results and Improve Response Rates
  • Use Adaptive Surveys to Gain More Insight Into Business User Satisfaction
  • Combine Visual and Other Survey Models Across Interaction Points
  • Weigh Expected Response Rate Improvements Against Potential Benefits

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