Help Desk Satisfaction Survey Template

A Help Desk Satisfaction Survey is a specialized questionnaire designed to evaluate the user’s experience and satisfaction with the support provided by a technical support, IT, or internal service desk.

It is deployed immediately after a support ticket is marked resolved, whether the user is an external customer or an internal employee. The survey focuses heavily on the efficiency of the resolution, the technical competence of the agent, the quality of communication, and the overall effort required by the user to get the issue resolved (Customer Effort Score).

Key Benefits

The data collected from these surveys is vital for optimizing technical support and efficiency:

• Measures Technical Competence and Expertise
• Improves First Contact Resolution (FCR)
• Identifies Inefficient Technical Processes
• Guides IT and Technology Investment
• Enhances Employee/Customer Productivity