How Can IT team Measure User Satisfaction With Their Services

Just knowing they have offered the best IT services is not enough. There is need for the IT team to find out whether or not the users are satisfied with their services. One of the biggest fears of an incompetent IT team is that when they conduct a means to measure user satisfactions, issues will be raised and then they will be forced to address those issues. However, a competent IT team thrives in the business of finding issues from users and fixing them.

This brings us to the next item, how often should you carry out satisfaction measurement? Once a year, twice, thrice or even more? That is what we will try to decipher in this blog. One thing that you can be 100 percent sure of is that measuring user satisfaction is good for business.

The main reason why an IT team should measure user satisfaction is that users use satisfaction measurement to determine whether the IT team is adding any value to a business. If the manager asks the employees whether they are happy with the way the systems are running and they say no, well, that will be a no for the IT team and it could even cost them their job.

Use simple, straight to the point and relevant surveys

Assume you have sold a person a loaf of bread that you baked at home and then you want to know how they liked it … it is very simple. Just ask them straight away how much they liked the bread, say, on a scale of 1 to 10. If they hardly liked it, what did they not like about it?

Asking straight and to the point questions will ensure that you get genuine, straight to the point answers. People are already bored by life in general and you do not want to bore them any further with irrelevant questions. Try questions like:

On a scale of 1 to 10, how would you rate communication with the IT department?
1    - Very poor
2    - Excellent
How would you rate the services from IT?
a.    Could do better
b.    Good
c.    Very good
How would you rate the performance of your computer?
a.    Very poor
b.    Fair
c.    Very good

Research shows that in any survey, the first 90 seconds are very important because after that, the interest just fades away. Now, to get honest answers, you have to ensure that the most relevant questions can be answered in the first 90 seconds.

Analyzing the responses

The survey questions may be short and to the point, but if they are well set, they are going to elicit the most honest and genuine answers. After that, the IT team will analyze all the answers and see what needs to be done.

By the time you will be done with the analysis, you should know what your systems users want and whether they are satisfied with it or not. There is quite a lot to learn about the IT systems in place. For example, if you notice that new users recently recruited to the company are not satisfied with the equipment, it could mean that they are underwhelmed with the onboarding process and that something needs to be done to make the new recruits feel as part of the business and to help them reach their peak productivity fast.

If you notice that the dissatisfaction is mostly reported by employees who have been at their jobs for the last four or five years, then it could mean that the equipment is near the end of its lifespan. Could it be time for new computers? Maybe.

And what about the type of the equipment? For example, are employees happier with using the desktop computer or the laptops? Are people who regularly call IT tech support with complaints satisfied? These are just some of the things that you will need to find out from the survey.

Usually, many issues that need to be fixed will pop up from the survey. You need a plan to tackle all of them. You may start with the most urgent, and not all at once since they could take too much time. The IT team should arrange to fix one or two issues per month.

Posted on June 16, 2016 .