Q01
Message
All templates
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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
12 questions · ~7 min
Q02
Multiple ChoiceRequired
How did you most recently submit an IT support request?
- Phone
- Web portal / ticketing system
- Live chat
- Walk-in / in-person
Q03
Multiple ChoiceRequired
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
Rating ScaleRequired
How satisfied were you with how quickly your ticket was resolved?
Range: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q05
Opinion ScaleRequired
Overall, how satisfied are you with the support you received?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q06
MatrixRequired
Thinking about the technician or agent who handled your most recent ticket, how much do you agree with each statement?
3 rows × 5 columns
- 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
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
Multiple ChoiceRequired
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
Opinion Scale
How useful are our self-service resources (knowledge base, FAQs, chatbot) for resolving issues on your own?
Scale: 1 – 5
Min:Not useful at allMax:Extremely useful
Q09
AI Interview
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
Opinion ScaleRequired
How likely are you to recommend our IT help desk to a colleague who needs support?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q11
Multiple Choice
Which department do you work in?
- Sales
- Marketing
- Engineering / IT
- Finance
- Operations
- HR
- Customer Support
- Prefer not to say
Q12
Message
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.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- 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 TemplateA 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.
What it does well
- Established survey platform with strong distribution and analytics tooling
- Ready-to-use template requiring no custom build
- Familiar interface for teams already on SurveyMonkey
Where it falls short
- 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 TemplateA 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.
What it does well
- Easy-to-customize drag-and-drop builder
- Wide integration options within Jotform's ecosystem
- Free-to-start form template
Where it falls short
- 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 TemplateA 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.
What it does well
- 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
Where it falls short
- 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 TemplateSurveySparrow'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.
What it does well
- Conversational, one-question-at-a-time UI improves completion experience
- Fielding-ready template out of the box
- Mobile-friendly presentation format
Where it falls short
- 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
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.