Gartner Research

How to Improve IT Satisfaction Survey Quality and Utility in Three Steps

Published: 16 February 2017

ID: G00321097

Analyst(s): Pankaj Prasad , Hank Marquis , Heather Colella


IT satisfaction survey results can shape IT operational strategies, but creating a survey requires skill. Three steps that can help I&O leaders and their teams improve their ability to create better IT satisfaction surveys are outlined in this research.

Table Of Contents
  • Key Challenges



  • Step 1: Create a "RATER" Framework
    • Structure Your Surveys Using RATER
    • Balance Satisfaction Factors in Your Survey
  • Step 2: Establish Appropriate Baselines for Satisfaction
    • Know Your Satisfaction Zones
    • Trust but Verify Where Possible
  • Step 3: Identify Service Delivery Improvements
    • Aim for Satisfaction Scores in the Zone
    • Target Satisfaction Scores Below the Zone
    • Be Cautious of Satisfaction Scores Above the Zone

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