29 IT Support Survey Questions: Types, Examples & Tips

Internal IT Help Desk Feedback Survey (Periodic)

Why & When to Use

A single ticket survey won’t catch systemic issues lurking in your processes. That’s where the periodic internal IT help desk survey steps in. Roll these out every month or quarter. You’ll uncover recurring struggles, training gaps, and missing tool features—insights not visible in a one-off survey immediately after a ticket closes.

This is your chance to zoom out and capture the big picture of your help desk operations. Empower your internal customers (your own team!) to point you toward bottlenecks and inefficiencies across support channels, whether it’s email, phone, chat, or self-service portals.

5+ Sample Questions for Internal IT Help Desk Surveys

1. Overall, how satisfied are you with the IT Help Desk’s service this quarter?

2. Which support channels (email, phone, chat, portal) work best for you?

3. What is the biggest obstacle you face when seeking IT assistance?

4. Rate the technical expertise of our support staff.

5. What improvements would most enhance your support experience?

Add a few open-text questions for unfiltered feedback—sometimes the juiciest insights come from stories you didn’t expect.

Segmenting Survey Results

Breakdown responses by department or user group.

• Sales might need fast phone support.
  
• Finance could have security concerns.
  
• Developers probably want self-service.
  

By segmenting, you highlight trends for every business unit—and design targeted improvements that really count.

Implementing feedback loops is critical for the successful application of survey results, ensuring organizations actively use data to refine processes and strategies. (adviserooms.com)

First Contact Resolution (FCR) Pulse Survey

Why & When to Use

Everyone loves a quick fix. The First Contact Resolution (FCR) survey confirms you’re delivering these “wow!” moments. Send this survey only when an issue is resolved during the first interaction. That way, you validate both process efficiency and the power of your knowledge base—no unnecessary follow-ups, just pure support magic.

Use the insights to tweak your triage procedures, boost your FCR rates, and streamline searches for solutions. This survey also doubles as a litmus test for whether your support documentation is hitting the mark.

5+ Sample Questions for FCR Pulse Surveys

1. Was your issue resolved during the first interaction? (Yes/No)

2. If yes, how would you rate the quality of the resolution?

3. If no, what additional steps were required?

4. How clear were the instructions you received?

5. How confident are you that the issue will not recur?

These questions reveal if users are truly walking away with both their issue solved and their confidence restored.

Combine Trends with Ticket Categories

For gold-standard insights, match FCR scores against your most common ticket types.

• Password resets? Should be easy wins.
  
• Server outages? Maybe not so much.
  

This way you focus on real process improvements, not wishful thinking.

Remote Support Experience Survey

Why & When to Use

Working remotely isn’t just for users—IT teams, too, are often logging in from afar. After every remote desktop or screen-share session, send out a remote support experience survey. It’s a powerful way to gauge how users feel about remote troubleshooting: are they comfortable? Did they trust the process? Were their files left unscrambled and safe?

Ask about privacy concerns, ease of connection, technical hiccups, and if your technician was more like a helpful wizard than a silent screen juggler. Remote support is only as good as its perception.

5+ Sample Questions for Remote Support Surveys

1. How easy was it to initiate the remote session?

2. Did you feel your privacy and data were protected?

3. Rate the technician’s communication during the session.

4. Did the remote connection affect your device’s performance?

5. How satisfied are you with the overall remote support experience?

This survey protects both your brand reputation and the integrity of remote workflows.

Net Promoter Score (NPS) for Remote Support

Toss in an NPS question for benchmarking:

• “How likely are you to recommend our remote support to a colleague?”
  

NPS lets you compare your remote support to the best in the industry—and strive to top the scoreboard.

A survey revealed that 76% of remote workers are not fully satisfied with IT support, highlighting the need for improved remote troubleshooting experiences. (techsee.com)

Self-Service Portal Effectiveness Survey

Why & When to Use

A smart self-service portal should feel like the help desk of your dreams—open all night, with every answer just a search away. But not every portal lives up to that hype. Send a survey right after users browse a knowledge-base article or FAQ. This keeps their experience front-and-center while you learn what’s working (and what’s frustrating).

You’ll discover content gaps, navigation headaches, and why users might bail for more direct support. Fine-tuning your self-service options could deflect hundreds of tickets and free up staff for more complex support—win-win!

5+ Sample Questions for Self-Service Portal Surveys

1. Did you find the information you were looking for?

2. How easy was it to navigate the self-service portal?

3. Rate the clarity of the knowledge-base articles.

4. What topic was missing or insufficiently covered?

5. Would you prefer contacting support instead of using the portal next time?

Every question peels back another layer of usability and knowledge-base effectiveness.

A/B Testing Portal Content

Feedback is your test lab. Use insights to A/B test different article formats, layouts, or search algorithms.

• Short FAQs vs detailed guides
  
• Video walkthroughs vs text-only instructions
  

Rapid experiments driven by survey feedback will continually level-up your portal.

IT Service Improvement & Prioritization Survey

Why & When to Use

Annual or strategic surveys let you step back and see the big picture. Run an IT service improvement & prioritization survey before planning cycles or budgeting meetings. This is your moment to align IT initiatives with real user needs, prioritize projects sensibly, and back up your resource requests with unassailable data.

The feedback spotlight lands on gaps, wishes, and pain points that individual ticket surveys miss. Suddenly, you know where to double down—and where to hit pause.

5+ Sample Questions for IT Service Improvement Surveys

1. Which IT services need the most improvement? (Select top 3)

2. How would you prioritize the following upcoming projects?

3. What new tools or services would most enhance your productivity?

4. How disruptive are current system downtimes to your work?

5. How transparent is IT about planned changes and maintenance?

These questions link your service roadmap to actual user demand, not executive whim.

Presenting Insights for Budgeting

Package your findings with real stories and crisp data. Leadership can’t ignore the momentum behind:

• System upgrades
  
• New productivity tools
  
• Improved downtime comms
  

You’ll turn survey results into budget leverage and strategic wins.

Best Practices: Dos and Don’ts for IT Support Surveys

Do: Make Every Survey Count

Keep your surveys short and sharp. Don’t test user patience—get in, collect high-quality answers, and get out.

Mix scaled and open-ended questions:

• “Rate your experience” (easy to quantify)
  
• “What would you change?” (unfiltered gold)
  

Automate survey triggers, so they’re sent with perfect timing (after ticket closure, remote session, etc.).

Always close the feedback loop. Let users know what changes their feedback inspired. That’s the easiest way to build trust and boost service desk satisfaction.

Don’t: Common Survey Pitfalls

Burnout is real. Don’t send surveys too often or you’ll see response rates plummet.

Skip the technical jargon. Make sure every question is crystal clear and friendly, whether you’re talking to an intern or the CTO.

Honor anonymity—trust is everything.

Don’t bet your improvements on numbers alone. Pair numeric scores with detailed comments for the full story. Ignore open-ended answers at your own peril!

Benchmark and Compare

Measure regularly against industry CSAT and NPS standards.

• Are you below the average? Time to up your game!
  
• Meeting or beating top benchmarks? Shout it from the rooftops (or, you know, the internal newsletter).
  

Surveys aren’t just for improvement—they’re great for bragging rights, too.

Conclusion & Action Plan

Each IT support survey type unlocks unique insights to help you measure satisfaction, drive improvements, and secure budget. Mix and match approaches to fill every feedback gap—from single requests to annual strategy. Start today with a three-step plan:

• Choose your survey mix.
  
• Set your KPIs.
  
• Iterate like a pro to keep satisfaction climbing.

Pick just one survey, launch it this week, and watch the momentum build—your support operation will thank you!