Technical Support Satisfaction Survey

[BKGarry]

Hello All,

 

Was thinking about running a satisfaction survey for our Technical Support unit, to see how the staff feel we are doing. Was thinking about doing it in Google Forms, but unsure what exactly to include on it. If anyone has a demo one to hand I can look at, that would be great, as it would give me inspiration on what to put it and how to lay it out.

 

Thank you all in advance

[Grey-gear]

Here's one that I have used in the past for an example.

 

[BKGarry]

Thank you @Grey-gear

 

I think my idea is about to get hijacked and have what software people used on it as well :-(

[Grey-gear]

Who's doing the great survey hijacking?

[BKGarry]

the great PTB (Powers that Be) mainly the head and the business manager want to know

[GeekyPete]

If all you want to know is how people feel about it then just ask "how to you feel about it?" and give than a response of 1 - 10. You'll then get a baseline to work with. I'd at least add a comments box.

 

But this all comes down to what do you really want to know? If you are thinking, Shall we upgrade the wireless, internet or workstations next, you could target the questions to see what would be of most benefit. Personally I'd keep the measure (how do you feel) simple and one that will still be relevant now, next year and in five years time so you can show progress. The text box you can use to identify trends.

 

People will also be more likely to respond than if they have 20 questions to answer.

[Grey-gear]

the great PTB (Powers that Be) mainly the head and the business manager want to know

 

 

 

So I guess they want to get an idea of how the staff use the computers then, could they not make another survey for that? oh well

[BKGarry]

That's what I am doing Edited July 2, 2015 by BKGarry

[plexer]

@bossman does this.

 

Ben

[p3t3r]

I'm not always too keen on using surveys unless there is something specific I want to find out. TPTB have a survey going on at the moment covering all support areas. Here are the questions we used for the IT section:

 

Requests and queries are dealt with promptly

The IT Services team is approachable and helpful

The IT Services team provides a professional service

I am fully satisfied with email availability and performance

I am fully satisfied with the IT facilities in teaching spaces

I am fully satisfied with the IT facilities in computer classrooms

I am fully satisfied with file storage availability and performance

I am fully satisfied with reprographics, printing and scanning

I am fully satisfied with Moodle

I am fully satisfied with the Wifi provision

 

There are also a couple of free text fields. We'll have to wait and see what feedback we'll get and whether it is useful.

Edited July 2, 2015 by p3t3r

[Sylv3r]

This is what i've used before in the past.

 

https://docs.google.com/forms/d/1rX1icGs4MBk97KqnSNjBrP_8ijRNvElLzi28mLOrNrw/viewform#start=openform

 

Generally we come up with the summer works and we often try to respond to some of the feedback from staff. Once the survey has been collated, i'll come up with a document answering queries and informing staff what we have put in place to rectify any issues they may have reported. We've never really had anything negative and staff are pretty much happy with the service we provide and the kit in use. Even if one staff suggestion is acted on, it's one more member of staff happy.