SAMPLE USER SAT SURVEY FORM

SAMPLE USER SAT SURVEY FORM

IT USER SATISFACTION SURVEY
Please complete all sections and base your answers on the current IT environment. Sections A, B, C and D require you to rate both (1) Satisfaction and (2) Importance to you. The ratings should use the following scoring scale.

Satisfaction:
(1) Very Dissatised (2) Dissatised (3) Neither Dissatised nor Satised (4) Satised (5) Very Satised

Importance
(1) Not Important at all (2) Of little Importance (3) Neither Unimportant nor Important (4) Important (5) Very Important

A. - CURRENT SYSTEMS
1. IT systems provide access to all information you require to do your job. 2. Information required to do your job can be easily obtained from one system (i.e. rather than having to use many different sources or re-keying into a spreadsheet or another system). 3. Current IT systems help me to do my job effectively and efciently. 4. User friendliness of IT systems (including user interface, help functions, navigation and general ease of use) 5. Response Time of information from IT systems (e.g. - Information is readily available) 6. Availability of information from IT systems (e.g.. Applications are reliable and always available when I need to access them). B. - NEW IT SYSTEMS DEVELOPMENT

2005 Info-Tech Research Group

TOC

SAMPLE USER SAT SURVEY FORM

7. Your IT department understands your business requirements. 8. Your views are respected by IT and you have the opportunity to provide input into or review proposed solutions. 9. Your ability to obtain IT solutions to business problems in a timely manner.. 10. Overall quality of IT solutions (Hardware, software, integration, workstations, applications etc.) 11. Method of introducing new solutions (e.g. adequate training, documentation, planning, support, etc.).

C. - IT SERVICE & SUPPORT

12. Response time of IT support services (e.g.. Responsiveness to my requests for Help in resolving problems).. 13. Availability of skilled IT support staff, who understand your business function and use of IT services and are capable of providing the assistance you need 14. Ability to access systems when needed, anytime

D. - RELATIONSHIP WITH IT
15. Your IT departments handling of your satisfaction as a customer 16. Your knowledge of the complete range of Services provided by your IT department 17. The communication with your IT department is open, honest and effective 18. You have a positive and effective working relationship with your IT department 19. Considering all aspects of your relationship with IT, please rate your overall satisfaction?
2005 Info-Tech Research Group

TOC

SAMPLE USER SAT SURVEY FORM

PRIORITY FOR CHANGE

Please check the three (3) items in the list below which should be given top priroity for improvement! _____a. Your knowledge of . . . IT services and solutions _____b. Your IT suppliers handling of your satisfaction . . . _____c. Contribution of IT to the business value of your work . . _____d. Overall I/T Strategy and plan for IT projects . . _____e. Your IT suppliers understanding of your requirements _____f. Overall quality of IT solutions . . . _____g. Your ability to get IT solutions to business problems . . . _____h. Your ability to obtain quality solutions . . . _____i. Opportunity for you to . . . review new solutions _____j. Method for introducing new solutions . . . _____k. Ability to access systems . . . when needed _____l. Ability to get access to the information you need to do your job _____m. Capacity of critical IT resources . . . _____n. Responsiveness of IT support services. . . _____o. Resolution of problems with IT services . . . _____p. Availability of skilled support staff . . .

ADDITIONAL COMMENTS & SUGGESTIONS

______________________________________________________________________ ______________________________________________________________________

2005 Info-Tech Research Group

TOC