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すべてのテンプレート
Customer Experience

IT Help Desk Satisfaction & Resolution Survey

Measures how employees experience IT support — ticket resolution speed, first-contact resolution, technician communication, and whether self-service resources actually deflect tickets. An AI follow-up reconstructs what really happened on the respondent's most recent ticket instead of a generalized impression, surfacing the specific breakdowns behind low satisfaction scores.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全12問・約7分
Q01
メッセージ

Thanks for taking a few minutes to tell us about your recent experience with the IT help desk. Your honest feedback helps us fix what's slow or confusing. Your responses are completely confidential and anonymized. This should take about 7 minutes.

Q02
選択式必須

How did you most recently submit an IT support request?

  • Phone
  • Email
  • Web portal / ticketing system
  • Live chat
  • Walk-in / in-person
Q03
選択式必須

Was your most recent issue resolved during that first contact, without needing a follow-up?

  • Yes, resolved on first contact
  • No, it required follow-up or escalation
  • Not sure / issue is still open
Q04
評価スケール必須

How satisfied were you with how quickly your ticket was resolved?

範囲: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q05
オピニオンスケール必須

Overall, how satisfied are you with the support you received?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q06
マトリクス必須

Thinking about the technician or agent who handled your most recent ticket, how much do you agree with each statement?

3行 × 5列
  • They kept me informed about progress on my ticket
  • They explained the issue and solution in terms I could understand
  • They were courteous and professional
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
選択式必須

In the last 90 days, did you try to resolve an IT issue yourself using self-service resources (knowledge base, FAQs, chatbot) before contacting the help desk?

  • Yes
  • No
  • I didn't know self-service resources existed
Q08
オピニオンスケール

How useful are our self-service resources (knowledge base, FAQs, chatbot) for resolving issues on your own?

スケール: 1 – 5
最小:Not useful at all最大:Extremely useful
Q09
AIインタビュー

Reconstruct what actually happened on the respondent's most recent IT ticket: what the issue was, how long it took to get resolved, and whether it took more than one contact. If it required follow-up or escalation, dig into exactly where the process broke down (unclear communication, wrong first responder, missing information, slow escalation). If they gave a low overall satisfaction score, anchor on the single most frustrating moment. If they tried self-service, ask what stopped it from resolving the issue on its own.

Q10
オピニオンスケール必須

How likely are you to recommend our IT help desk to a colleague who needs support?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q11
選択式

Which department do you work in?

  • Sales
  • Marketing
  • Engineering / IT
  • Finance
  • Operations
  • HR
  • Customer Support
  • Prefer not to say
Q12
メッセージ

That's everything — thank you! Your responses feed directly into our reporting on help desk performance and will help us prioritize fixes to speed, communication, and self-service.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Includes a dedicated AI follow-up interview block that reconstructs what actually happened on the respondent's most recent ticket, surfacing the specific breakdown behind a low score instead of stopping at a generic rating.
  • Combines standard quantitative metrics (ticket submission channel, first-contact resolution, resolution-speed rating, technician communication matrix) with adaptive follow-up, so both benchmarking and root-cause detail come from one instrument.
  • Directly measures self-service deflection (whether employees tried the knowledge base/FAQs/chatbot in the last 90 days and how useful they found it), not just overall satisfaction.
  • Captures department segmentation and an overall recommend/satisfaction opinion scale, letting reports be cut by team while still tying back to the specific incident narrative from the AI interview.

SurveyMonkey

Help Desk Template

A fielding-ready static survey template built on SurveyMonkey's mature form and analytics platform. It covers standard help desk satisfaction questions but relies on fixed question sets rather than any conversational or adaptive element. Good for teams already using SurveyMonkey for broader survey distribution and benchmarking.

優れている点

  • Established survey platform with strong distribution and analytics tooling
  • Ready-to-use template requiring no custom build
  • Familiar interface for teams already on SurveyMonkey

物足りない点

  • Static question flow with no adaptive AI follow-up to probe individual incidents
  • No voice AI interview option
  • No published methodology or prompt transparency since there are no AI-generated questions

Jotform

Help Desk Survey Form Template

A drag-and-drop form template oriented toward quick deployment and integration with Jotform's form ecosystem. It functions as a basic satisfaction/ticket form rather than a research-grade survey instrument. Customization is easy but question logic is manual, not AI-driven.

優れている点

  • Easy-to-customize drag-and-drop builder
  • Wide integration options within Jotform's ecosystem
  • Free-to-start form template

物足りない点

  • No adaptive follow-up questioning — respondents answer a fixed form
  • No automated quality scoring of open-ended responses
  • No voice interview capability

QuestionPro

IT Help Desk Service Support Survey + Sample Questionnaire Template

A sample questionnaire template paired with QuestionPro's broader enterprise CX/survey suite, useful as a question-bank reference more than a single fielding-ready instrument. It offers solid coverage of standard IT support metrics. Advanced analytics exist on the platform, but the template itself is static.

優れている点

  • Backed by an established enterprise survey/CX platform
  • Sample questionnaire gives a broad reference set of standard IT support questions
  • Platform supports advanced dashboarding for teams already on QuestionPro

物足りない点

  • Presented as a sample questionnaire/reference rather than a single ready-to-field adaptive instrument
  • No adaptive AI or voice interview to reconstruct specific incidents
  • No transparent, per-question AI prompt disclosure

SurveySparrow

IT Help Desk Questionnaire Template

SurveySparrow's conversational-style UI presents questions one at a time, which reads as more engaging than a grid form, but the question set and branching are still pre-authored rather than dynamically generated per respondent. It's a fielding-ready template suited to teams wanting a chat-like feel without true adaptive interviewing.

優れている点

  • Conversational, one-question-at-a-time UI improves completion experience
  • Fielding-ready template out of the box
  • Mobile-friendly presentation format

物足りない点

  • Conversational UI is not the same as adaptive AI follow-up — question paths are fixed, not generated from the respondent's specific answer
  • No automated per-response quality scoring
  • No option for a voice AI interview

よくあるご質問

「IT Help Desk Satisfaction & Resolution Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が12問含まれており、最初の設問は次のとおりです：「Thanks for taking a few minutes to tell us about your recent experience with the IT help desk. Your honest feedback help…」・「How did you most recently submit an IT support request?」・「Was your most recent issue resolved during that first contact, without needing a follow-up?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、12問を約7分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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