User feedback
Reasons to engage IT user satisfaction surveys
IT is definitely an enabling business and not just a cost center. However, as requirements increase over time, so do IT budgets. The key question is whether the IT budget is being spent on those aspects which are most beneficial to the customer. Although many crucial key performance indicators on meeting SLA are known, satisfaction and requirements of end users are lacking. Information on how to correct or change SLA is not known.
With IT user feedback surveys you will have access to the crucial information that will enable you to prioritize work tasks and monitor the strengths of your IT organization. By supplying you with an overview of priorities, you will be able to use this in the decision making process for your IT strategy. This decision making process can be in any area, ranging from IT applications, communication of your service desk and quality of projects and can also be at any level within your organization.
Why not do it yourself?
Neutrality, the anonymity offered to respondents and our extensive experience as a research agency, coupled with benchmark data and dashboard technology are the most cited reasons why our clients choose to outsource this specialized research. We do what we are really good at: sophisticated research set up, advise on sampling and segmentation, multilingual questionnaires, project and response management, analyses and reports and comparison with relevant benchmarks.
How does it work?
Our clients generally choose one of the following options:
1. Zero base measurement as a basis for evaluations
The zero base measurement shows the current position of your IT organization and provides the basis for increasing overall IT user satisfaction and understanding user requirements. With your input, we will develop a customized questionnaire. In order to learn from our best practices, we will provide you with common questions in different subjects. We will also indicate which questions can be used for benchmarking. During this process we will advise you of the samples that should be included, the survey segments and your required level of detail for reports. In engaging a zero base measurement, we always advise to include all IT users. The satisfaction and requirements of your customer are a key driver for IT quality. The results of the zero base measurements determine the contents of the evaluation measurements. Normally the evaluation measurements will start three months after the results from the zero base measurement are presented. In the evaluation survey we will advise you on how to streamline the questionnaire to focus on the key topics, based on the zero base measurement. Your required frequency of measuring and reporting will also be discussed; most common is on a quarterly basis.
2. Frequent survey, without a zero base measurement.
You may have already carried out some form of survey and/or you have a good idea about the IT quality you would like to monitor. In this instance, you could skip the zero base measurement. Every month or every quarter a stratified sample of your IT users will be invited to take part in an online survey. We will ensure that each user is only invited once a year to prevent an ‘overkill’ of questionnaires. You are able to access the results of the survey real time by using our sophisticated performance dashboard.
Together with your IT organization, we will construct a customized questionnaire, based on our best practices from the last 15 years. We can offer you the questionnaire in any language. In constructing the questionnaire we will indicate which kind of questions are in our benchmark database, so you can compare your performance with other organizations. Even more important than benchmarking is the you will obtain crucial information to steer on. All this information will be available to you by means of a dashboard, the so called priority matrix. Furthermore we can offer you an insight into the development of the IT performance over time via our trend analysis. For this trend analysis it is important to use a consistent questionnaire, however extra and/or different questions can be added during the year.
3. Mirror assessment
As well as the end users, your IT organization itself and/or senior management should also be able to review performance. We can offer you a mirror assessment, which is an extremely valuable tool to create consciousness in your organization and a means to determine the gap between the perceived performance according to IT management and the end user perception. When combining these results along with the end user satisfaction and requirements, it creates an opportunity to learn from the gaps and derive possibilities for cost reduction, quality improvement or the need for a higher IT budget.
Deliverables
IT user feedback offers you crucial and continuous insights into the performance of your IT organization, whether it is outsourced or not. By using our sophisticated online performance dashboard you are able to monitor up to date performance at any time, on all aspects, including applications, service desk, systems or projects. In addition, insights into the performance per country, region, department, user group or any other relevant segment can be viewed by you and authorized users, and we will supply you with relevant benchmark data to put your IT performance in perspective. Furthermore we can facilitate data import from your systems and data export to your (ERP) systems if required. As a result,, further analyses can be made by correlating IT user satisfaction with quantitative data like costs, incoming calls, number of tickets, number of employees etc.
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