IT Customer Surveys Identify Problems and Solutions

IT Customer Satisfaction Surveys/IT User Satisfaction Surveys
Assess IT's Impact on Employees, Customers and Profit

1. Employee Comments and Suggestions - Many IT customers are frustrated with the support they receive. Comments identify a wide range of problems that are negatively impacting employees' productivity and their ability to support customers (sales, customer service, etc.) on a timely basis.
2. Ratings Variation by IT Service Area and by Employee Demographics - The variation in service level ratings is typically significant by IT service area (e.g. Help Desk, Desk-Side Support, Network Availability/Speed, Application Support, etc.). The variation in ratings is usually also significant by IT customer demographics including department, site location and the number of times IT service was requested during the past 12 months.
3. Satisfaction With IT Support Staff - While most IT customers are typically satisfied with the individual IT staff, comments frequently mention that it depends on who handles your request and the nature of the request. Comments often mention specific staff members as being competent, responsive and having a professional attitude, as well as mentioning other IT support staff members as lacking professionalism and technical knowledge.
4. Slow Response to IT Service Requests - IT customers frequently point to significant numbers of IT service requests as taking too long to respond to and to reach resolution.
5. Network Speed and Access and Aging Hardware and Software are Often Hot Buttons - In many organizations there is considerable frustration with the age and slow speed of computers/software, and lack of access to applications both while at work as well as when working from home or in the field.
6. Productivity Impact - Network downtime and slow response time are often impacting employee productivity and their ability to perform their jobs effectively and to support customers on a timely basis.
7. Service Request Status - IT customers for the most part are not being updated on the status of their service requests. Some service request tickets get closed out without the problem being resolved, requiring IT customers to initiate another IT service request and adding to their frustration.
8. Service Request Handoff - For service requests that the IT Help Desk passes on to other IT support areas, the hand-off is often slow.
9. Responding to Phone and E-mail Requests - For many organizations, there is dissatisfaction with timeliness in responding to phone requests where voicemail requests for support are made, as well as with e-mail requests and requests made using an online IT service request form.
10. Recurring IT Problems - Quantisoft's IT customer satisfaction surveys often identify recurring problems. Identifying and eliminating these problems can reduce IT costs significantly while increasing IT customer satisfaction and performance.
11. Problems Using Enterprise Systems - Many organizations do a poor job of implementing enterprise systems (e.g. SAP, Oracle, JD Edwards, etc.). These are large, complex and costly systems that require significant expertise and staffing to implement and maintain on an ongoing basis. Companies often beat up their employees and customers during and after implementation of enterprise systems. Our IT surveys often identify significant problems impacting employees and customers years after enterprise systems were supposed to be fully implemented.

12. IT Problems/Shortfalls and their Related Impact/Risks - IT customers typically list specific IT problems and shortfalls and their related risks.

    IT problems and shortfalls typically include:

    • Old/underpowered/slow hardware
    • Slow replacement/upgrade of old systems and hardware
    • Software/operating systems that are cumbersome/slow
    • Data integrity/loss problems
    • Insufficient support for resolving problems/having to wait too long for problem resolution
    • Insufficient technical support knowledge
    • Some rude/unprofessional IT support staff
    • System downtime
    • Slow system/network/hardware response time
    • System crashes
    • Losing data
    • E-mail system deficiencies (slow/downtime/insufficient storage capacity)
    • Inability to replace very old/non working equipment
    • Printing and scanning problems
    • Insufficient functionality of systems
    • Cumbersome/inefficient business processes due to technology shortfalls
    • Need for training in use of software/systems
    • Using older versions of software than customers (compatibility issues)
    • Problems with access from smart phones and laptops when working from the field/home
    • Company not supplying laptops/smart phones to employees that need them
    • Etc.

    Business Impact/Risks due to IT Problems/Shortfalls typically include:

    • Negative impact on productivity, quality, customer service, meeting deadlines --> increases business costs
    • Negative impact on employee engagement and morale (significant frustration)
    • Delayed product releases
    • Invoicing delays/invoices not sent out
    • Negative impact on customer satisfaction and retention
    • Decreased responsiveness/communications with/to customers (providing quotes, responding to e-mails/inquiries, etc.)
    • Negative impact on company image and reputation with current and prospective customers
    • Business analysis compromised
    • Negative impact on production, order processing and inventory management
    • Conflict among departments and employees due to inability to provide information and respond to requests on behalf of customers
    • Increased employee and customer attrition
    • Lost revenue and profit
    • Etc.