IT Customer
​Satisfaction Survey

Developed, deployed and analyzed results of
a comprehensive, annual IT Customer Satisfaction Survey

Our Client

• IT wanted a way to understand their customers  in order to better align with their goals, provide relevant services, and improve customer service​
  
• Business units were conducting IT vendor management functions without IT support/input​
  
• IT was “putting out fires” “after the fact”
  
• IT had relied on anecdotal customer feedback for service improvement efforts ​

Our Engagement

• Conducted interviews and brainstorming sessions with IT leaders and managers resulting in the identification of topic areas where more customer feedback was desired​
  
• A comprehensive IT Customer Satisfaction Survey was developed with questions designed to solicit customer feedback on all major functions of IT​
  
• Survey was deployed; results analyzed and presented to IT leadership & IT staff​
  
• Recommendations made around areas of dissatisfaction with IT​

Our Results

• Results of the Survey serve as the “baseline” of customer service​
• Survey disseminated annually to track/compare progress​
• First year results drove creation of Five IT Initiative Teams to tackle key areas of improvement ​
• Subsequent years' results have continued to drive the fine-tuning of improvements and identify new areas for focus