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IT Survey Questions

Sample IT survey questions for employees about a recent encounter with IT support; a free template easy to use with your survey tool.

Note: This sample is meant as a starting point that you can then customize to your situation. The questions are not exactly as a respondent would see them; they are instead formatted in such a way that they can easily be copied and pasted into an online survey tool (such as SurveyMonkey), so please feel free to do so!

[Text in brackets are your instructions for setting up the survey and should not appear in the survey]

The following questions pertain only to the most recent question or issue you had that required you to contact IT support.

1. What is your department?
General Management
Finance
HR
Administration
Sales and Marketing
R&D
IT
Other

2. Which of the following ways did you communicate with an IT support representative about your most recent question or issue? (Select all that apply)
In person
Phone
Email
Online chat
Other (specify)

3. Please rate your most recent IT support experience.
[Display Choices Horizontally]
1 – Very Poor [Far Left]
2
3
4
5
6
7 – Exceptional [Far Right]

4. Please rate each of the following aspects of your recent IT support experience.
[Matrix Question, One Answer per Row]

[Column Choices, Rating Scale]
1 – Very Poor [Far Left]
2
3
4
5
6
7 – Exceptional [Far Right]

[Row Choices, Randomize Order]
IT representative's understanding of the issue or question
IT representative's ability to determine the answer or solution
IT representative's ability to speak in a clear and understandable manner
IT representative's professionalism
IT representative's friendliness
Time it took to receive the correct answer or solution
The ease of submitting the issue or question

6. How long did it take to get your question or issue resolved?
Less than 10 minutes
10 to 20 minutes
More than 20 minutes on the same day
The next day
2 days
3 days
4 to 6 days
One week
More than one week
Not yet resolved

7. How many times did you contact IT support before your question or issue was resolved?
Once
Twice
Three times
More than three times
Not yet resolved

8. Did you communicate with more than one IT support representative?
Yes
No
Not sure

9. What about your IT support experience did you like most? (Please list up to 3 things)
1. [Text Box]
2. [Text Box]
3. [Text Box]

10. How could your IT support experience have been better? (Please list up to 3 things)
1. [Text Box]
2. [Text Box]
3. [Text Box]

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