Planning IT Survey
It is becoming far more common for organizations to want to be seen as a great place to work. Not only is it important to provide the right physical environment for your employees but now there is an increased expectation that the IT services that you provide are up to the same quality. As an IT decision maker you’re continually searching for the most effective way to identify end user satisfaction and it’s likely that an IT Survey is nearing the top of your list of ideas. The value of the IT satisfaction survey has never been more evident. Before doing the survey, here are 5 crucial tips to keep in mind if it’s your first time planning an IT Satisfaction Survey.
1. Use your Employees’ Time Effectively
First impressions & effective communication are extremely important when it comes to surveys. The perfect time doesn’t exist but there is always something that can be measured and improved. If you want to start – start with a baseline and use this feedback to justify future surveys. If you are planning an IT Satisfaction Survey and it ends up wasting your end user’s time, they will be less willing to participate in the future. Employees will respond positively to surveys which have been communicated well in advance and it is in your best interest to think carefully about the kind of questions that will work within your organization’s culture with your end user’s time in mind.
2. Choose the Right Methodology & Scaling
There are multiple methodologies which are commonly used to measure end user satisfaction and perhaps you’ve heard of CSAT (Customer Satisfaction Score), CES (Customer Effort Score), NPS (Net Promoter Score) or IT Happiness. The most effective methodology & scaling for your organization will depend entirely on your goals & budget; are you looking to conduct a one-off survey due to a recent roll-out, or would a frequent survey providing a constant flow of information be more appropriate? These choices will impact the company in more ways than one and it is therefore important to choose the best fit for your purpose in order to get the best results.
3. Frequency & Using Sampling for Maximum Effectiveness
By planning well in advance and having a clear understanding of your target questions, you will be able to extract valuable information from your end users while using as little of their time as possible. The lower the involvement of your survey, the more frequently you’ll be able to have your end users complete it. Now, if you’re a larger organization you’ll have the ability to use sampling to your advantage. Think about questioning 25% of the total user population each quarter which results in a more continuous flow of information year-round.
As with everything, communication is key. If you fail to communicate with your end users during all aspects of the survey process you’re putting yourself in a difficult situation to succeed right from the very start. Initial communication – to let the end users know why you’re looking to obtain information – is just as important as the final communication – to let the end users know what you plan or have already implemented as a result of their feedback. If available, utilize internal (or external) communication professionals who can share the information with specific target groups in an effective way, e.g. through the use of well-thought-out infographics.
5. Repeat, Repeat, Repeat.
Conducting a survey at a single point in time is certainly an effective (and common) way to measure end user satisfaction, but keep in mind the positives that can occur from frequent / follow-up surveys. If you’ve successfully kept these 5 tips in mind, the chances are that your first time doing an IT Satisfaction Survey has been a success and you’ll absolutely be in a position to continue your flow of data through frequent surveys. Keep your goals SMART and you’ll be well on your way to a happier IT Organization.