Measuring IT user satisfaction via an IT Survey requires well-constructed questionnaires, sufficient preparation, communication and good methodology.
What does an IT Survey yield?
Gauging the mood during the use of IT services is an excellent way to ascertain satisfaction with IT services. The enthusiasm of employees regarding IT is no longer just ‘it’s nice to have’, but IT has become a necessity. Satisfaction with your IT department and services is of enormous value, both financially and non-financially to an organization, yet it is something which is so often overlooked.
IT user satisfaction is directly related to the functioning of the IT department. In turn, the functioning of the IT department has an impact on the organization’s productivity. Scientific research showed that Dutch employees waste an average of 7.6% of the time spent behind a computer due to poorly functioning IT and a lack of training.
Assumptions: IT end user spends 20h/week on IT workplace. Average cost per hour in EU is € 26,76 (2017). Average number of working weeks per year: 48. Productivity loss is calculated by University of Twente, The Netherlands
IT end users who are satisfied – or even enthusiastic – about IT are employees who also actively contribute to thinking about other improvements and innovation. They provide constructive criticism, they can get other employees excited about changes, IT migrations, use of new portals, service catalogues, centralization of the IT service desk, which is proven to be of great value to any organization.
3. Lower costs
Improving the effectiveness of the IT department, for example by avoiding recurring errors and problems, will reduce pressure within the IT service organization. The quality of this organization can be further increased by focusing attention on structural improvement of the IT organization, rather than dealing with repetitive problems.
4. Change management
Changes within an (IT) organization can come quickly and frequently; takeovers, mergers, centralization or decentralization, IT insourcing, outsourcing and large migrations to name a few possibilities. It is during such changes that you should want and need to know how the IT end user continues to do his/her job. In times of change, frequent surveys are a necessity. Changes tend to take days, weeks or months rather than years. As a changing organization striving to create value to your stakeholders, you will need to respond swiftly and anticipate what may happen around the corner. How often you perform an IT Survey also depends on the subject and the degree of detail in the questionnaire. If you’d like to have inspiration what kind of questions we are using, feel free to request our demo meeting.