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Our Help Desk Survey
This survey monitors user satisfaction with PC help desks. The information obtained from this survey can be used to modify help desk procedures and training of help desk personnel, and to identify users with unresolved problems for follow-up work. The end result of purchasing this survey will be less-frustrated and more productive end-users and help desk personnel.
Our help desk survey is a two-page long, two-color paper questionnaire. Description follows below.
Purpose of this Questionnaire
- Monitor satisfaction with corporate PC Help Desk.
Uses of the Data
- Modify PC Help Desk Procedures.
- Modify training of PC Help Desk personnel.
- Identify users with unresolved problems for follow-up work.
General Description of the Information Obtained by this Questionnaire
- Overall satisfaction with service received as a result of the call to the help desk.
- Was problem ever resolved?
- If problem was resolved, who resolved it?
- Three attributes pertaining to the person who first answered the help desk phone.
- How did the person who answered the phone try to help? (Transferred call, sent technician, or solved problem during call.)
- Two attributes pertaining to the person who actually ended up trying to help the employee.
- Five attributes pertaining to a technician, if a technician was sent to fix the problem.
- Length of time to resolve the problem.
- Did someone from the help desk follow-up to make sure the problem was resolved?.
- Identification of the problem.
- If software problem, type of software involved.
- Respondent comments.
The Printing Process
We have a working relationship with a printing specialist. Once we have modified our questionnaire to suit your business, our specialist will handle the printing.
The Questionnaire Distribution and Receipt Process
Each call to the help desk should be tracked. The date and time of the initial call should be recorded by the help desk at the top of each questionnaire before it is sent to the employee. After a sufficient period of time has elapsed to get the problem resolve (perhaps one week), but not so long a period that the respondent will have difficulty recalling the details of the service receive, the questionnaire should be delivered to the employee via interoffice mail.
Once you have collected a sufficient number of completed questionnaires, you would mail them to us for tabulation and analysis.
The Analysis Process
We will collect completed questionnaires until whatever time cut-off you specify. We will enter all data and provide a report summarizing the quantitative results. All comments will be transcribed verbatim and included in the report. Our price includes one analysis, for any time period you define. If you contract with us to provide reports for different time periods, we will show quantitative trends in the data.
You Will Receive Copies of the Following
- Questionnaires, customized with your company's name.
Pricing
The questionnaire file itself is available for $150. It can be downloaded directly from our site.
For a bid on data entry, analysis, and reporting, call us via our toll-free number, 1-866-960-9824. Or, if you prefer, contact us by email.
Download the Questionnaire
 Click here to download our PC Help Desk Questionnaire Attached to the questionnaire is a registration form.
Check our our PC Usage Survey
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