Gartner Research

Measuring End-User Satisfaction Is Critical for IT Service Support

Published: 03 March 2015

ID: G00273356

Analyst(s): Jeffrey Brooks

Summary

IT service support managers who are committed to improving end-user satisfaction must conduct surveys, evaluate the results and develop an action plan in response to the collected data.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Strategy That Combines Various Surveys to Establish an Effective Qualitative and Quantitative Feedback Mechanism
    • Transaction-Based Surveys
    • Periodic Surveys
    • Passive Survey
    • Focus Groups
  • Market Your Surveys to Maximize Response Rates
  • Ask Questions That Provide Data to Support an Improvement Strategy as Well as Understanding Trends

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