Planning IT Survey
It is increasingly important for organizations to strive for a reputation as a great place to work. Providing a suitable physical environment for employees is essential, but there is now a growing expectation that the quality of IT services matches that standard. As an IT decision maker, you are constantly seeking the most effective way to assess end user satisfaction, and an IT survey is likely at the top of your list. The value of an IT satisfaction survey has never been more evident. Before conducting the survey, here are five crucial tips to consider if it’s your first time planning an IT satisfaction survey:
- Use your employees’ time effectively: Making a positive first impression and ensuring effective communication are crucial when it comes to surveys. While there may not be a perfect time, there is always something that can be measured and improved. Start with a baseline to justify future surveys. If an IT satisfaction survey ends up wasting your end users’ time, they will be less inclined to participate in the future. Communicate the survey well in advance, and carefully consider the questions that align with your organization’s culture and respect your end users’ time.
- Choose the right methodology and scaling: There are various methodologies commonly used to measure end user satisfaction, such as Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), or IT Happiness. The most effective methodology and scaling for your organization depend on your goals and budget. Are you conducting a one-off survey for a recent rollout, or do you need a frequent survey to maintain a constant flow of information? These choices will impact your company, so choose the best fit for your purpose to achieve optimal results.
- Determine the frequency and use sampling for maximum effectiveness: By planning ahead and clearly defining your target questions, you can extract valuable information from end users while minimizing their time investment. The less time-consuming the survey, the more frequently you can have end users complete it. If you’re a larger organization, you can leverage sampling to your advantage. Consider surveying 25% of the total user population each quarter to obtain a continuous flow of information throughout the year.
- Communicate effectively: Communication is key in every aspect of the survey process. Failing to communicate with end users throughout the survey journey hampers your chances of success from the start. Initial communication, explaining the purpose of obtaining information, is just as important as the final communication, informing end users of your plans or implemented changes based on their feedback. If possible, involve internal or external communication professionals who can effectively share information with specific target groups, utilizing well-designed infographics, for example.
- Repeat the process: While conducting a survey at a single point in time is an effective and common method to measure end user satisfaction, consider the benefits of frequent or follow-up surveys. If you have successfully implemented these five tips, your first IT satisfaction survey is likely to be a success, and you can continue gathering data through regular surveys. Keep your goals SMART (Specific, Measurable, Achievable, Relevant, Time-bound), and you will be well on your way to a happier IT organization.