Satisfaction survey questions

[localzuk]

I have a query for other network managers - if you include a satisfaction survey after closing tickets, what questions do you pose to staff?

 

So far, I'm thinking:

 

1. On a scale of 1-10, how happy were you with the service you received?

2. On a scale of 1-10, how happy were you with the speed at which your issue was resolved?

3. Did the issue disrupt teaching and learning?

4. Does this issue occur regularly?

5. Do you feel user training would be helpful regarding this issue?

 

What else should I include?

[keyboards]

It's a nice idea in principle just think they wouldn't fill it in, sometimes don't even get a thank you but for fixing something, just manners and basics isn't it.

[localzuk]

It's a nice idea in principle just think they wouldn't fill it in, sometimes don't even get a thank you but for fixing something, just manners and basics isn't it.

Not really what I'm asking.

[TechMonkey]

These are the questions we asked last time we did something like this. It was a good few years ago and as you can probably tell, it was a bit pointed. Had a good response and made some pretty graphs that were then presented to the Governors to demonstrate some needs. We got a glowing report, of course, which made us feel good.

 

Do you use the Help Desk for IT issues

If you don't use the Help Desk which of the following reasons match why

[it takes too long]

[it's too complicated]

[it asks for too much information]

[i don't see the point]

[i forget it is there]

[i can't remember where it is]

[i never get response from the Help Desk]

[Other]

 

On a scale of 1-5, where 1 is poor and 5 is excellent, how do you rate the IT department on the following criteria

[Response times]

[Clarity of explanations and instructions]

[Communication]

[Approachability (for asking questions or proposing ideas)]

[Overall]

Any other comments

 

How often do you use a projector in your teaching (EVERY LESSON/DAILY/WEEKLY/EVERY FEW DAYS/NOW AND THEN/NOT AT ALL)

How often do you use a projector in your teaching- - comment

 

How often do you use an Interactive Whiteboard in your teaching, beyond projecting on to it (EVERY LESSON/DAILY/WEEKLY/EVERY FEW DAYS/NOW AND THEN/NOT AT ALL)

How often do you use an Interactive Whiteboard in your teaching, beyond projecting on to it- - comment

 

How often do you get your pupils to use the Interactive Whiteboard (come up to the front to participate) (EVERY LESSON/DAILY/WEEKLY/EVERY FEW DAYS/NOW AND THEN/NOT AT ALL)

How often do you get your pupils to use the Interactive Whiteboard (come up to the front to participate)- - comment

 

On a scale of 1-5, where 1 is not at all and 5 is very, how likely is it that you would use the following if they were made available-

[Wireless]

[Tablet devices]

[Your own equipment (tablet, laptop) in school]

[Calendar sharing]

 

Is there any technology or ability that you feel as a school we are missing out on- (FREE TEXT)

 

Do you have any projects or uses of IT currently in mind- (Using technologies we have or haven't implemented yet) (FREE TEXT)

 

Do you use any extra websites for resources e.g TES iBoard, Prezi, blogs etc- If so, please list.(Not school subscriptions like Education City) (FREE TEXT)

 

On a scale of 1-5, where 1 is not at all and 5 is very, how confident do you feel using the following-

[Word]

[Excel]

[PowerPoint]

[internet]

[MIS]

 

Would you know how to do the following tasks if asked- (YES/NO)

[Copy text from a document]

[Paste text into a document]

[Copy a picture]

[Paste a picture into a document]

[Copy a URL (web address)]

[Transfer a file from a memory stick]

[Create a new folder]

[Forward an email]

[Reply to an email]

[Check who an email is going to]

[Print a class list from Pass]

[Create a PDF]

[scan a document using the Photocopier]

[Produce a booklet using the Photocopier]

[Change which printer to print to]

[Freeze the projector image]

[Mute the projector image]

[Mailmerge]

[sort a list in Excel]

[Filter a list in Excel]

 

In what aspect do you feel you are most in need of IT training (FREE TEXT)

 

Would you attend short (15-30min) training sessions run during the day, if you had a free lesson- (YES/NO)

 

If you are using LimeSurvey I can check if we still have it on the server and export the questions.

Edited April 25, 2017 by TechMonkey

[TechMonkey]

Forgot we did another one last year that was more concentrated on Departmental requirements:

 

Does the current IT provision meet your departments needs for now and in the near future? (YES/NO)

 

Which aspects do you feel are lacking from the current IT provision?

(Mobility - Within school)

(Mobility - Within the grounds)

(Mobility - Off site)

(Number of IT labs/clusters)

(IT Access - Staff)

(IT Access - Pupils)

(Specific Application(s)/App(s))

(Specific Service(s))

(Specific Ability(ies))

(Video Recording)

(Sound Recording)

(Other)

 

How would your department benefit from more staff or pupil IT access? (FREE TEXT)

 

Which specific Application(s) or App(s) do you feel we are missing? (FREE TEXT)

 

For what purpose would you like to record video?(FREE TEXT)

 

For what purpose would you like to record sound?(FREE TEXT)

 

Any other comments or requests?(FREE TEXT)

[mthomas08]

I have a query for other network managers - if you include a satisfaction survey after closing tickets, what questions do you pose to staff?

 

So far, I'm thinking:

 

1. On a scale of 1-10, how happy were you with the service you received?

2. On a scale of 1-10, how happy were you with the speed at which your issue was resolved?

3. Did the issue disrupt teaching and learning?

4. Does this issue occur regularly?

5. Do you feel user training would be helpful regarding this issue?

 

What else should I include?

 

I'd keep it short and simple because they may not always have the time to answer 20 questions. (you've covered ll the basics though!)

 

If I could get answers though:

Do you feel you've got adequate equipment to perform your lesson?

If not state which: e.g. Projector/IWB/PC

Does the IT layout best fit your lesson?

If not state how you would alter it

 

Are there any IT related problems in other classrooms you generally suffer?

If so state which room and what problem.

 

What is the average wait time for IT issues to resolved once reported?

 

To be fair I've already been working on a long list which I'd like to do a full survey on at some point.

[pcstru]

We just ask them to rate it 4-1 using radio buttons :

 

4 - Excellent - Couldn't have been better

3 - Very Good - Good in most areas

2 - Adequate - OK; Could have been improved

1 - Unsatisfactory - Never quite resolved as hoped for

 

Option 2 is selected as the default.

 

There is also a comments box. Our strategy to get people to fill it in is to present it as part of the job closure (mostly, users close our tickets, we mark them as 'complete' which sends an email to the user inviting them to close the job if they believe the problem is resolved and part of that invites the feedback). We get relatively few 2's so people do use it.

[AMLinington]

I have a query for other network managers - if you include a satisfaction survey after closing tickets, what questions do you pose to staff?

 

So far, I'm thinking:

 

1. On a scale of 1-10, how happy were you with the service you received?

2. On a scale of 1-10, how happy were you with the speed at which your issue was resolved?

3. Did the issue disrupt teaching and learning?

4. Does this issue occur regularly?

5. Do you feel user training would be helpful regarding this issue?

 

What else should I include?

 

We've had this conversation a lot here, and the general consensus is that satisfaction surveys that are too onerous generally get ignored. You might find a better return rate if the questions are Yes/No with optional 'Comments' - the first two, for example - what will you do with the data? How is an 8 different from a 6 in terms of speed of resolution? You might be better served using an 'emotional' scale.

 

Might I suggest:

 

1: Was the issue resolved to your satisfaction? Yes/No

2: How satisfied were you with the speed of resolution? Unsatisfied / Moderately Satisfied / Very Satisfied

3: Did the issue disrupt teaching and learning? Yes/No

4: Have you experienced this issue before? Yes/No, If yes, how many times?

5: Do you have any comments about the way your incident was handled?

 

Also, people really only bother filling in surveys if they think it will matter. So make plans to produce a poster or some sort of short report on a quarterly/Semesterly/Yearly basis to summarise your department statistics.

[claireadams]

ours is a very simple:

 

Please select answers for the following questions

 

 

Question #1: How would you rate the quality of the service you received from the helpdesk for this incident?

Answer:

 

Poor

 

Fair

 

Good

 

Very Good

 

Excellent

 

with a comment box underneath. Not sure if it's unusual or not but we have around a 95% response rate for every closed ticket

[gaz350b]

we use ofsted rating scale, staff seem to like rating us with the same scale they get rated by.

 

Have 1 question asking overall rating.

 

If you really want to drill down to see if there is any patterns you could also include something like

please rate us in the following areas:

Quality of Advice

Promtness

Professionalism etc etc.

 

Then have the open question with a comment box at the end "Do you have any additional comments about your experience or suggestions on how we can improve?"