The Gartner benchmark validated that we were receiving competitive pricing for the service levels we expected. The benchmark was useful in paving the way for our contract extension.
Michael Gold
Director, European Services, Amway (Germany)
Consulting > Gartner Benchmarking

Gartner Benchmarking | FOR YOUR IT CHALLENGES

Gartner Benchmarking delivers unbiased comparisons of IT performance
relative to the peer organizations and those considered best-in-class.

IT Customer Satisfaction

While financial analysis of IT provides valuable insight into operational efficiency, our analytics go beyond the budget, to understand and measure IT's efficiency and effectiveness by evaluating end-user satisfaction with delivery of IT services.

End-user satisfaction can make or break IT's credibility and future success. Our unique IT customer satisfaction benchmark establishes a baseline and creates a road map by capturing both the importance of, and satisfaction with, the services provided — enabling prioritization of efforts and limited resources to improve future satisfaction levels.


We understand the key issues you are facing.

When it comes to the IT's reputation, the importance of customer satisfaction cannot be overestimated. Evaluating IT's position involves answering some tough questions:

  • What is our level of IT customer satisfaction?
  • What are end-users' top concerns?
  • What are the strengths of IT?
  • Are there any issues/pain points IT needs to be aware of?
  • Are the techniques being used to evaluate customer satisfaction levels based on trusted information?
  • Are we comparing our customer satisfaction levels with peers that have utilized similar survey methodologies?
  • How can we maximize customer satisfaction while operating under resource constraints?

Your answers to these questions can mean the difference between success and failure in today's competitive environment.


We have the data, tools and capabilities to help.
  • Understand the level of IT customer satisfaction across your enterprise and by various segments.
  • Leverage insight, data and best practices you can use immediately to improve customer satisfaction.
  • Communicate how the IT organization delivers value to end users.
  • Establish the foundation for a continuous improvement program.
  • Focus exclusively on factors contributing to end-user satisfaction with IT services, to determine priorities for addressing your customers' top concerns.
  • Enable continuous improvement, measure the impact of quality initiatives, and get help setting realistic expectations and targets.
  • Customize your survey to reflect organizational needs.

Case Studies

We are familiar with the demands of your role.

Experience Gartner's unique process to capture importance and satisfaction by taking a demo survey: