IT Help Desk Surveys and IT Customer Satisfaction Surveys Boost IT Performance

Problems IT Help Desk customers frequently encounter

Whether your organization has an in-house or outsourced IT Help Desk, some of your IT Help Desk customers are likely dissatisfied with the service they are receiving. Some of the common causes of dissatisfaction with IT Help Desks include:

1. Rude Help Desk Service Reps.

2. Long wait times when calling the Help Desk or after submitting a service request by e-mail or using a Help Desk Web portal or ticket system

3. CSR’s that don’t understand their customers’ problems

4. Closing IT incident tickets before problems are resolved

5. Lack of follow-up by IT Help Desk CSR’s

6. IT customers confronted with recurring problems for which the cause never gets addressed or eliminated

7. Inadequately trained IT Help Desk Service Reps that lack knowledge needed to solve problems

8. IT customers having to explain their problem or question to multiple CSR’s and IT technicians

9. IT customers having to wait a long time for Help Desk problem resolution, hardware repairs, software installation, and other IT support provided at their desk or by phone/e-mail

10. IT Help Desks not being staffed when customers need support (nights, weekends)

11. IT Help Desks having CSRs with difficulty communicating with IT customers in English (e.g. IT Help Desks often outsourced in other countries)

Assessing IT Customer Satisfaction and IT Performance

The best way to assess IT Help Desk customer satisfaction and IT Help Desk performance is to conduct an