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Help Desk & IT Support Experience Survey

Measures how easily customers or employees got their issue resolved through your help desk — first-contact resolution, effort, agent quality — for one specific support interaction. An AI follow-up interview reconstructs exactly what caused friction (or what went smoothly) so support leaders know what to fix, not just how people rated it.

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샘플 질문

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질문 13개 · 약 7분
Q01
메시지

Thanks for taking a moment to tell us about your recent support experience! This is about the most recent time you contacted our help desk. Your responses are completely confidential and anonymized. It takes about 7 minutes and your honest feedback helps us fix real problems.

Q02
객관식필수

Which channel did you use to contact support this time?

  • Phone
  • Email
  • Live chat
  • Self-service portal or knowledge base
  • In-person / walk-up desk
  • Other
Q03
객관식필수

Was your issue resolved the first time you contacted us, or did it take more than one contact?

  • Resolved on the first contact
  • Resolved, but took multiple contacts
  • Not resolved yet
Q04
의견 척도필수

Overall, how satisfied are you with how your issue was resolved?

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

How much personal effort did it take on your part to get your issue handled (explaining things, following up, chasing status)?

척도: 1 – 7
최소:Very little effort최대:A great deal of effort
Q06
매트릭스필수

Thinking about this support interaction, how much do you agree with each statement?

4개 행 × 5개 열
  • The agent understood my issue quickly
  • The agent communicated clearly and in plain language
  • I was kept updated on progress while I waited
  • The wait before speaking to someone was reasonable
열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
평점 척도필수

How would you rate the support agent's knowledge and professionalism?

범위: 1 – 5
최소:Poor최대:Excellent
Q08
의견 척도필수

How likely are you to recommend our support team to a colleague who needs similar help?

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q09
AI 인터뷰

Reconstruct exactly what happened during this specific support interaction: what the issue was, what the respondent had to do to get it resolved, and where the friction (or delay) actually occurred. If they said it took multiple contacts or rated effort/satisfaction low, dig into what the agent could have done differently on that first contact. If they rated the experience highly, probe what specifically made it feel effortless so it can be replicated across the team.

Q10
객관식

Which channel would you prefer to use for a similar issue in the future?

  • Phone
  • Email
  • Live chat
  • Self-service portal or knowledge base
  • In-person / walk-up desk
  • No preference
Q11
객관식

About how often do you contact our help desk?

  • This was my first time
  • A few times a year
  • About monthly
  • Weekly or more often
  • Prefer not to say
Q12
객관식

Which best describes you?

  • Employee / internal user
  • External customer
  • Contractor or vendor
  • Other
  • Prefer not to say
Q13
메시지

That's everything — thank you! Your responses go straight to our support operations team and are used to improve resolution speed and agent training, not to evaluate any individual by name.

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 question that reconstructs exactly what happened during the specific support interaction, going beyond a single satisfaction number to uncover root causes of friction
  • Combines standard first-contact-resolution and effort metrics (opinion scale, multiple choice) with a matrix of agreement statements and an agent knowledge/professionalism rating, giving both quantitative and qualitative signal in one flow
  • Captures channel used vs. channel preferred for the future plus contact frequency and respondent type, so support leaders can segment friction points by channel and user group
  • Automatically compiles responses into a report for support operations, so the reconstructed narrative from the AI interview doesn't get lost in a spreadsheet of ratings

QuestionPro

IT Help Desk Service Support Survey + Sample Questionnaire Template

This page reads as a sample questionnaire and guide as much as a ready-to-field template, mixing example questions with explanatory content. It covers standard help desk satisfaction topics but is built on QuestionPro's traditional survey engine. Useful as a question-bank reference rather than a plug-and-play interview flow.

잘하는 점

  • Backed by QuestionPro's established survey platform with broad question-type support
  • Provides sample questions covering common IT support satisfaction dimensions
  • Likely customizable within a mature survey builder ecosystem

아쉬운 점

  • No adaptive AI follow-up interview to probe why a rating was given — respondents just answer fixed questions
  • Presented partly as a guide/sample list rather than a single deployable template, requiring setup work
  • No transparent, publishable prompt methodology since there's no AI interview component

Jotform

Help Desk Survey Form Template

A static, fielding-ready form built on Jotform's drag-and-drop form builder, suited for quick deployment and integration with Jotform's broader workflow tools. It focuses on form collection rather than conversational depth. Good for basic ticket-close satisfaction capture, not root-cause analysis.

잘하는 점

  • Easy to deploy quickly via Jotform's widely-used form builder
  • Integrates with Jotform's automation and notification ecosystem
  • Simple, familiar form format for respondents

아쉬운 점

  • No adaptive AI interview or voice interview option to reconstruct what happened during the support interaction
  • Purely a static question set with no automated per-response quality scoring
  • No mechanism to dig deeper into why an issue took multiple contacts or felt effortful

SurveyMonkey

Help Desk Template

A standard, ready-to-use static survey template from SurveyMonkey's large template library, likely covering satisfaction, resolution, and agent performance basics. It's built for quick fielding rather than deep qualitative reconstruction of an incident. Strong for benchmarking scores across many responses at scale.

잘하는 점

  • Backed by SurveyMonkey's large-scale distribution and benchmarking features
  • Fielding-ready template that can be launched immediately
  • Familiar, trusted survey format for respondents

아쉬운 점

  • No AI-driven follow-up interview to uncover the specific friction points behind a low score
  • Lacks automated per-response quality scoring or guided screen-share tasks
  • No transparent prompt methodology since it doesn't use AI interviewing at all

SurveySparrow

IT Help Desk Questionnaire Template

SurveySparrow's conversational form style makes this template feel more chat-like than a typical grid survey, which is a genuine strength for engagement. However, its conversational flow follows pre-set branching logic rather than a true adaptive AI interview that reconstructs an incident narrative. It's a ready-to-field template within their platform.

잘하는 점

  • Conversational, chat-style UI that can feel more engaging than static grids
  • Ready-to-field template within SurveySparrow's platform
  • Supports branching logic for some personalization

아쉬운 점

  • Conversational UI is not the same as an adaptive AI follow-up interview that probes based on the respondent's specific answers
  • No voice AI interview option or guided screen-share task capability
  • No automated per-response quality scoring or transparent AI prompt disclosure

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