IT Helpdesk Satisfaction Survey
Per-ticket internal IT feedback: first-contact fix, self-service gaps, and downtime cost.
6 questions · 1 page · about 2 minutes to answer · fully editable after you start
Internal IT is judged ticket by ticket, but the metrics that change staffing are not the smile-sheet ones. This post-resolution survey asks what the ticketing system cannot log: how long the colleague was actually blocked before help arrived, whether they tried the knowledge base first and why it failed them, and whether the fix held or the ticket was closed optimistically.
The self-service question is the deflection roadmap – every colleague who searched the intranet and gave up is naming an article you have not written. Trend blocked-time by department to price the backlog in hours lost, not tickets closed.
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Page 1
Your recent IT ticket
This survey is about the IT help you have just received. Tell us how quickly the problem was fixed and how the support felt. It takes about 2 minutes.
Q1.How would you rate each part of the support you received?*
| Poor | Fair | Good | Excellent | Not applicable | |
|---|---|---|---|---|---|
| Speed of first human response | |||||
| Technical competence | |||||
| Kept you updated while open | |||||
| Explained the fix in plain language |
Q2.How long were you blocked from working before this was usable again?*
- Under 30 minutes
- Half a day
- A full day
- More than a day
- I was never fully blocked
Q3.Before raising the ticket, did you try to solve it yourself?*
- Searched the intranet or knowledge base - found nothing useful
- Searched and found an article, but it was out of date
- Asked a colleague first
- Went straight to IT
Q4.Was this ticket closed too early?*
- No - fixed first time
- It needed reopening
- A workaround was called a fix
- It has come back since
Q5.Overall satisfaction with this ticket?
Q6.What tool, permission, or guide would have stopped you needing IT at all?
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