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IT Customer Service Survey

 
 
Hello:

You are invited to participate in the MCTS IT Department survey for customer service.  In this survey, associates of MCTS will be asked to answer questions that refer to the level of customer service received from the IT Department for their most recent experience. The survey will take approximately 3-5 minutes to complete, depending upon how descriptive you are in your comments.

Your participation in this study is completely voluntary. There are no risks associated with your feedback and all survey responses will be kept strictly confidential; any data received from this research will be reported only in the aggregate.  If you feel uncomfortable answering any questions, you can decide to not participate in the survey.  However, it is very important for us to learn your opinions so we can improve the level of service we provide to our customers.  It is also important to note that there will be an opportunity to participate in future surveys should you choose to pass on this one. 

If you have questions at any time about the survey or the procedures, you may contact Tod Huber at 414-937-3286 or by email at [email protected].  

Thank you very much for your time and feedback.  Please start the survey now by clicking on the "Take Survey" button below.
 
 
 


For your most recent experience with any type of service or support provided by the IT Department, please rate your experience.

 
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied N/A
Process to obtain IT support
The IT team member was knowledgeable in solving your issue or problem
The IT team member listened carefully
The IT team member was patient
The IT team member was friendly
Communication and follow-up on problem resolution
The ability of the IT team member to diagnose your problem or situation
The ability of the IT team member to determine a solution
The amount of time required to resolve your problem
The provided solution was appropriate or adequate
 
 
 
For the next several questions, please tell us about your latest experience with contacting IT for service or support.


How did you contact IT for support?
 
Called the IT support phone number and spoke with someone
 
Called the IT support phone number and left a voicemail
 
Called an IT Department team member directly
 
 
Emailed IT Department team member directly
 
Other
 
 
 
 
How long did it take someone from IT to follow up on your issue or question?
 
Within 30 minutes
 
Within 1 hour
 
Within 4 hours
 
More than 4 hours
 
 
 
How long did it take for your issue or question to be resolved?
 
Within 30 minutes
 
Within 1 hour
 
Within 4 hours
 
More than 4 hours but less than 8
 
More than 8 hours
 
My issue or question has not been resolved or answered
 
 
 
The next several questions are about your thoughts and opinions about the IT Department service in general.  

Overall, how would you rate the quality of support from the IT Department?
 
Excellent
 
Very good
 
Good
 
Fair
 
Poor
 
 
 
Please use the space below to provide feedback on how we can make improvements to the quality of service we provide to the organization.
   
 
 
 
Please use the space below to provide any positive feedback you may have had with IT service. 
   
 
 
 
May the Director of IT follow up with you regarding your responses?
 
Yes
 
No