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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
Use this template
Number of questions:
9

Questions used in this template

Help Desk Satisfaction Survey

Thank you for reaching out to our Help Desk. We value your feedback to ensure we continually improve our services. Please take a few minutes to complete this survey and share your experience with us.

Overall service

Q1. On a scale of 1 to 5, how satisfied are you with the overall service provided by our Help Desk?

(1 = Very dissatisfied, 5 = Very satisfied)

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

Q2. On a scale of 1 to 5, how would you rate the professionalism and courtesy of the Help Desk?

(1 = Very unprofessional, 5 = Very professional)

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

Inquiries

Q3. Were your inquiries or concerns addressed in a timely manner?

  1. No, not at all
  2. No, but eventually
  3. Neutral
  4. Yes, within a reasonable time
  5. Yes, very quickly

Q4. Did the Help Desk successfully resolve your issue or inquiry?

  1. No, not at all
  2. Yes, partially
  3. Yes, completely

Q5. If your issue was not resolved, please provide details below:

Technical Competence

Q6. On a scale of 1 to 5, how would you rate the technical competence of the Help Desk representative?

(1 = Very incompetent, 5 = Very competent)

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

Q7. Based on your experience, how likely are you to recommend our Help Desk?

  1. Very unlikely
  2. Unlikely
  3. Neutral
  4. Likely
  5. Very Likely

Comments or suggestions

Q8. Please provide any additional comments or suggestions for improvement:

Q9. Date you initially contacted us (DD/MM/YYYY):

Thank you for taking the time to complete our Help Desk Satisfaction Survey.

Your input is invaluable in helping us enhance our services. If you have unresolved issues, please do get back in contact with our Help Desk.