left-svg
Bonus expert support worth $500
with the ISO 20000 Documentation Toolkit
Limited-time offer – ends June 30, 2022.
right-svg

Expert Advice Community

Guest

Service Desk user satisfaction survey

  Quote
Guest
Guest user Created:   May 24, 2019 Last commented:   May 24, 2019

Service Desk user satisfaction survey

I would like to make a query about what would be the points to be considered for a User Satisfaction Survey regarding the Help Desk.
0 0

Assign topic to the user

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Branimir Valentic May 24, 2019

Answer:
First of all, you need to have in mind that questionnaire you'll send to your customers need to have follow-up. That means - from the answers you'll receive there must be a clear conclusion and plan what to do with it (especially when the answer implies something that is not OK).
I would suggest to divide questions in two groups:
1. Communication related - that would give you the answer regarding communication capabilities of your staff. So, questions could be: Do Service Desk (SD) staff communicates in clear and unambiguous way? Are they calm and patient when talking to you? Are their explanations and/or reasoning understandable for you?
2. Competence related - here you'll get feedback about the quality of your SD staff work. So, here are few examples: Do you get your issues resolved while calling our SD? What is the quality of provided solutions? Are the issues resolved in timely manner (be careful while interpreting the answer - users need to be familiar with SLA)?
This article can help you further: "
Service Desk staff – a window to the IT organization" https://advisera.com/20000academy/blog/2014/02/18/service-desk-staff-window-organization/
Quote
0 0

Comment as guest or Sign in

HTML tags are not allowed

May 24, 2019

May 24, 2019

Suggested Topics

Guest user Created:   May 12, 2022 ITIL & ISO 20000
Replies: 1
0 0

ISO 20000 Service Desk

Ann Created:   Dec 29, 2020 ITIL & ISO 20000
Replies: 1
0 0

OLA vs Technical Service Catalog