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  2. 2015
  3. October
  4. I
  5. IT Service Survey
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Exit Survey
 
 
Hello:
You are invited to participate in our survey so that we may determine how IT Support is doing. In this survey, all employees who use a computer will be asked to complete a survey that asks questions about response times and service quality. It will take approximately 5 minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Tameki Watts, Regional IT Consultant at 864-551-0941 or by email at [email protected].

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
What SCDOT District are you located in?
 
 
 
How do you usually contact technical support?
 
In Person
 
By Telephone
 
By Email
 
By Help Desk Ticket
 
 
 
Overall, how would you rate the process for getting your problem resolved?
 
Very Good
 
Good
 
Average
 
Poor
 
Very Poor
 
 
 
About how long do you have to wait before a technical support representative either contacts you or begins working on your issue?
 
less than 1 hour
 
1 - 4 hours
 
5 - 8 hours
 
more than 24 hours
 
 
 
About how long do you have to wait before your issue is resolved?
 
less than 1 hour
 
1 - 4 hours
 
5 - 8 hours
 
more than 24 hours
 
 
Within the past year have you had to:
No (0 Instances) Infrequently (1-2 instances) Sometimes (3-4 instances) Frequently (5 + instances)
Call your local IT personnel because your HD Ticket or email was unanswered
Stop work (for more than 1 work day) because of an IT Issue
Had to request help repeatedly about the same IT issue
 
 
How satisfied are you with the following:
Very Dissatisfied Not Satisfied Neutral Satisfied Very Satisfied N/A
IT Support in General
IT Support Problem Resolution Time
IT Support Communication
IT Support Friendliness
IT Support Listening Skills
 
 
Rate the following (overall IT experience):
IT Support Service
IT Support Knowledge
IT Issue Resolution
IT Support Attitude
 
 
 
Please take a moment to provide specific positive or negative feedback.
   
Comments/Suggestions: