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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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샘플 질문

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질문 12개 · 약 7분
Q01
메시지

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
객관식필수

How did you most recently submit an IT support request?

  • Phone
  • Email
  • Web portal / ticketing system
  • Live chat
  • Walk-in / in-person
Q03
객관식필수

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
평점 척도필수

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

범위: 1 – 5
최소:Very dissatisfied최대:Very satisfied
Q05
의견 척도필수

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q06
매트릭스필수

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

3개 행 × 5개 열
  • 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
열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
객관식필수

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
의견 척도

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

척도: 1 – 5
최소:Not useful at all최대:Extremely useful
Q09
AI 인터뷰

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
의견 척도필수

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q11
객관식

Which department do you work in?

  • Sales
  • Marketing
  • Engineering / IT
  • Finance
  • Operations
  • HR
  • Customer Support
  • Prefer not to say
Q12
메시지

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.

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

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

아쉬운 점

  • 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.

잘하는 점

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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

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

아쉬운 점

  • 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

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