IT Support Experience Survey
Understand how employees and business users evaluate response speed, compare support channels, and navigate resolution quality, so you can improve service positioning, strengthen user retention, and optimise channel strategy across internal and outsourced IT support.
CONTEXT & RELEVANCE
Why run this survey now
Most IT users don't lose confidence purely on ticket volume. They disengage due to slow acknowledgement, repeated handoffs, unclear ownership, weak communication, and incomplete fixes, none of which fully show up in SLA dashboards or closure reports.
If you are...
- IT service desk leader
- Employee experience owner
- Technology operations head
- Managed services buyer
- Business transformation sponsor
You're likely facing...
- High ticket closure despite low user confidence in fixes
- Growing gap between SLA compliance and perceived support quality
- Repeated handoffs create longer resolution cycles for critical issues
- Limited visibility into channel-specific friction affecting employee productivity
- Positive resolutions without lasting loyalty to preferred support channels
This will help answer...
- Critical experience breakdowns
- Preferred support channels
- Resolution confidence drivers
- Priority service improvements
- User segment differences
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete IT support journey from issue discovery to sustained confidence.
Issue Context
- Issue type and severity
- Productivity and business impact
Access & Discovery
- Support entry-point visibility
- Self-service knowledge usability
Channel Choice
- Channel preference by situation
- Convenience and accessibility expectations
Response & Ownership
- Acknowledgement speed and clarity
- Case ownership and escalation
Resolution Quality
- Fix completeness and durability
- Repeat incidents and workarounds
Technician Experience
- Technical competence and empathy
- Diagnosis and explanation quality
Communication & Updates
- Status visibility and transparency
- Expectation and delay management
Loyalty & Improvement
- Future channel and service preference
- Trust and advocacy drivers
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For IT Support Experience Survey, we recommend a quant-led diagnostic approach with flexible data-collection modes to balance reach, depth, and verification across employee groups, support channels, issue types, and service models.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the enterprise IT services space.
Managed Service Provider Selection Drivers Among Mid-Market Firms (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Managed Service Provider Selection Drivers Among Mid-Market Firms (India)
Employee Device Support Bundle Design Across Distributed Workforces (Southeast Asia)
Managed Service Provider Selection Drivers Among Mid-Market Firms (India)
OBJECTIVE
A pan-India technology services provider needed to understand how mid-market IT heads , procurement leaders , and business owners compared managed support providers, evaluated switching triggers, and weighed responsiveness, coverage, security assurance, and commercial flexibility.
WHAT WE DID
We conducted a structured online survey with 420 firms, quota-controlled by company size, sector, and support model, capturing provider awareness , selection criteria , contract concerns, channel preferences, switching intent, and message credibility.
DELIVERED
The engagement produced a provider preference map , switching trigger hierarchy , segment-specific message territories , and channel levers showing how buying priorities varied across internal IT teams, outsourced users, and hybrid support environments.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between office employees, remote workers and field staff?
How will you measure support-channel preference beyond simple ratings?
Will the survey map the full IT support journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our IT support adoption and retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.