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User satisfaction module

Our user satisfaction surveys collect data from potentially thousands of your users and the Tableau report contains several features not found in our other modules. This video explains how you can get the most from your results.

These surveys allow organisations to understand how their users feel about the ICT they receive. In addition to the overall satisfaction of the service, users are also asked to rate 35 aspects of the service, including:

  • Communication channels and customer service skills
  • The technical competency of support staff, including diagnosis and ability to fix
  • Reliability of systems
  • Support given to deliver services and work flexibly
  • Fitness for purpose of hardware and software systems

The analysis allows participating organisations to see where they should target improvement. To support analysis, results can be viewed in the context of other organisations or internally by role, location, department, mode of working or device type.

To participate in this service, you only need to provide a list of email addresses for each user, along with their segmentation choices (i.e. which roles, departments and locations you wish to use for analysis).