USER SATISFACTION SURVEY
Questionnaire I.T. Service Delivery
To: Mailing list
To improve the automation services, the opinion of our customers regarding the quality of those services is the starting point for our
quality improvement program. We have defined questionnaires linked to our main I.T. processes: strategy, change management and
service delivery. For each of those questionnaire a relevant sample of our customers has been selected. For the IT Service Delivery
process the selection contains the customers, mentioned on annexed mailing-list .
Therefore you are kindly requested to respond to the questions in this questionnaire to enable us to focus our attention on issues which are
important for you.
Completed questionnaires should be sent to …………. We are grateful if you could do this before <ddmmyyyy>.
With kind regards,
The assessment gives an overall perception of the user satisfaction of the designated activities. The assessment covers pre-defined
parameters. You should give a weighting to each parameter using a scale from 1 to 10 (see page 3).
Scores per activity type
Activity Types Assessment Parameters and rating
Effectiveness Easy to do Quality of Efficiency
business with Communication
1. DEFINITION / AGREEMENT ON SERVICE
2. SERVICE EXECUTION
3. PROBLEM HANDLING
4. REPORTING ABOUT SERVICES
5. COSTS OF THE SERVICE
6. RELIABILITY OF THE SERVICE
USER SATISFACTION SURVEY
Questionnaire : Strategy
Explanation of the Assessment Parameters
For each parameter the attributes, which should be considered are mentioned between < >.
Effectiveness: To what extent are you satisfied with the activities in rendering a contribution to manage automation in XXXX? .
Easy to do business with: To what extent are you satisfied with XXXX as a business partner? .
Quality of Communication: To what extent are you satisfied with the output of the activities This includes: <understandability of
presentations>, <readability documents>.
Efficiency: To what extent are you satisfied with the efficiency, with which the activities are performed.
10 always exceeds my expectations 5 occasionally satisfies and sometimes exceeds my expectations
9 always satisfies and sometimes exceeds my expectations 4 occasionally satisfies my expectations
8 always satisfies my expectations 3 seldom satisfies my expectations
7 usually satisfies and sometimes exceeds my expectations 2 rarely satisfies my expectations
6 usually satisfies my expectations 1 never satisfies my expectations