User Survey Systems

ASM ships with a fully developed survey capability. Surveys can be automated, or sent manually/Ad-hoc.

There is no limit to the number and kind of survey systems you can have and you can do:

• Quantitative Surveys

• Qualitative Surveys

• Mixed/Hybrid Surveys

Contact Professional Services at [e-mail] if you want more information, details, or design specifics.

Benefits

Conducting surveys directly from your ITSM system offers several benefits:

1. Direct Feedback for Service Improvement: It allows you to gather firsthand feedback on IT services, identifying areas of excellence and those requiring improvement.

2. Measuring User Satisfaction: Surveys serve as a tool to measure the satisfaction levels of your users, helping you understand their expectations and experiences.

3. Alignment with ITIL Practices: Integrating surveys within your IT service management processes aligns with ITIL best practices, enabling continuous service improvement.

Best Practices for Survey Frequency and Question Number

1. Frequency: Aim for a balanced frequency that gathers enough feedback without overwhelming respondents. Post-service resolution or quarterly surveys are effective strategies.

2. Number of Questions: Keep surveys short and focused. Ideally, 5-10 questions are sufficient to gather meaningful insights without causing survey fatigue.

Example Questions to Measure Specific Aspects of Your Services Delivery

Here are some example questions to include in your ITSM surveys, aimed at measuring specific areas:

• Service Delivery Satisfaction: "How satisfied were you with the resolution time of your recent support request?"

• Quality of Support: "On a scale of 1-10, how would you rate the knowledge and helpfulness of the support team?"

• Ease of Access to Services: "How easy is it to request IT support through our portal?"

• Overall Satisfaction: "Overall, how satisfied are you with the IT services provided?"

• Improvement Areas: "What is one thing we could do to improve our IT services?"

Including these types of questions in your surveys will help you accurately gauge user satisfaction, identify areas for improvement, and align IT services with user expectations.

Analyzing Survey Questions: Quantitative vs. Qualitative

Quantitative Questions

• Quality of Support: "On a scale of 1-10, how would you rate the knowledge and helpfulness of the support team?"

  This question asks respondents to provide a numeric rating, making it quantitative as it yields measurable data.

Qualitative Questions

• Improvement Areas: "What is one thing we could do to improve our IT services?"

  This open-ended question encourages descriptive answers, collecting subjective data, thus it is qualitative.

Mixed/Hybrid Approach Questions

• Service Delivery Satisfaction: "How satisfied were you with the resolution time of your recent support request?"

• Ease of Access to Services: "How easy is it to request IT support through our portal?"

• Overall Satisfaction: "Overall, how satisfied are you with the IT services provided?"

  These questions, while appearing to seek ratings (suggesting a quantitative approach), depend on the survey's response options. If they're based on a numeric scale or Likert scale (e.g., dissatisfied to satisfied), they're quantitative. If they solicit open-ended feedback, they become qualitative.

Combining Quantitative and Qualitative Questions in Surveys

Having both types of questions in the same survey can provide a balanced view, integrating measurable data with rich, descriptive insights for a comprehensive understanding.

Segregating them into different surveys might be beneficial when targeting specific feedback types separately, but generally, a mixed approach within the same survey enriches the data and actionable insights.

Workshop Video

The video below is 20 minutes long and will cover the basics of setting up survey systems and survey forms.