Template: Customer Satisfaction Survey

Thank you for taking the time to provide feedback regarding the services provided by the IT department. There are three areas that you may evaluate:

• Customer Service Orientation
• Results Orientation
• Expertise of Staff
  

The quality ratings to be used are:

• Poor: Service was significantly below expectations
• Fair: Service was below expectations
• Good: Service met expectations
• Very Good: Service exceeded expectations
• Excellent: Service significantly exceeded expectations

If you enter a Fair or Poor rating, we ask that you provide additional comments.

1. Customer Service Orientation

The table shows the qualities and skills descriptions that should be used when making evaluations:

Please complete the following table by rating (poor/fair/good/very good/ excellent) each of the services against the three attributes.

2. General Comments

Please make general comments in the following areas:

Customer Service Orientation:

Results Orientation:

Expertise of Staff:

What things do you feel the IT department does well and what things could we do better? What works and what doe not? Please be specific.

3. Current Usage

This section helps the IT department gain a better understanding of the service usage and support patterns of our customers. Please answer the following question.

How would you describe your reliance on information technology to perform your job? Check one:

- Extremely Heavy
- Moderate
- Light
- Very Light
- Heavy

Please indicate (in following table) the most frequent contact you have with the IT department in each of the designated areas.

4. Future Requirements

In your opinion, what specific areas should the IT department focus on during the next year? Please be specific.

5. Optional Information

Please provide the following information so that we can follow up with you:

Name: ______________________

Department: ________________________

Location: ________________________

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