Has Anyone Used Customer Surveys for Feedback on IT Services in Schools?

[davuluJohn]

Hey everyone,

If anyone here has experience using customer surveys to gather feedback on IT services in schools. We’re considering implementing a survey to get insights from teachers and staff about our IT support and tools. If you’ve done something similar, what kind of questions did you include, and how did you ensure a good response rate? Also, how did you use the feedback to improve your services? Can anyone tell me clearly about the process. https://www-krogerfeedback.com/

Thank You.

Edited August 30, 2024 by davuluJohn

[TechMonkey]

I've done a few. I have the CSAT survey at the end of the tickets as well. Biggest issue is uptake is often pitiful. I had one survey where I got 8 responses, out of 75 teachers. But that can sometimes be due to other things that are going on elsewhere in the school, so Parent Evening week is never a good time, or over the holidays.

 

You have to decide how long to leave the survey open as well. 2 options, either give loads of time, or keep time frames short to pressure people into doing it. Either way, lots of reminders.

 

What you need to do is work out what you want to discover. What key areas are you looking to improve, develop or focus on? Then build questions around those.

Make the questions as specific as possible and follow the usual S.M.A.R.T criteria. Try and build a scale that doesn't have a middle option, as that will be what people choose if they aren't sure, but having no middle ground they have to decide to be one side or the other.

Try and keep it short and sweet, people are much more inclined to blast a quick survey that they can tick boxes than fill in lots of typing boxes.

 

I always like an open forum box at the end, sometimes gives some good insight, if you need to report on it, a word cloud will pick up any trends.

[elsiegee40]

Be prepared for only those with a gripe to return it. Remember that most returns being moans only definitely indicates a problem if you have a significant number of responses.

[gaz350b]

Removed my post as I thought this was another school posting. Edited August 31, 2024 by gaz350b

[DrBeaker]

These are a loaded thing.

 

 

Reason being / Bear in mind - IT should be able to show how other parts of the organisation affect IT doing out job . e.g. do users respond promptly when IT need info, management approval etc to do things for them but users drag their feet and then moan it's "IT being rubbish".

 

IT rely heavily oh other business units and processes etc to do THEIR part. JUST as much... as the business relies on IT.

 

In reality IT depts are underfunded, understaffed with little-no training and yet are heavily criticised by the other parts of the business/org for things that are 95% out of our control.

It's a very negative atmosphere - we only EVER get complaints, no IT wins or IT achievements are rarely, if ever - acknowledged by staff, other business units, or management, IT is only seen as a cost NOT an investment etc. Yet it's one of the most heavily criticised departments, who aren't allowed to judge others who directly or indirectly affect our efficiency and effectiveness.

 

Just from my own experience and own 2-cents.

Edited August 31, 2024 by DrBeaker