Internal customer satisfaction survey Of IT Division services

Dear employee, The following survey is designated to give us a feed back regarding your satisfaction of the variety of services you receive from the IT division. In the following questionnaire you will find a list of the main services provided by the IT division and a collection of measures reflecting different aspects of the service level. You are asked to grade your satisfaction in each cell according to the following scale: 0 1 2 3 4 5 6 7 8 9 10
Completely Satisfied

Dont Completely Know Dissatisfied

For each service you evaluate, please indicate the frequency with which you use that service, as follows: [0] Dont use the service, [1] Seldom, [2] Once a month, [3] Once a week, [4] Twice or more a week, Please note its not mandatory to answer for all the services. Evaluate the services according to your personal experience. Your true and honest answers are important to us and will enable us to improve. For confidentiality and anonymity of the respondents, the survey is conducted and analyzed by an external body (Gauss Institute and Tmurot). The information you are asked to fill is for statistical analysis only. We appreciate and thank you for your cooperation

Region: Location: Department:

Parameter
Frequency of use Quality of the solution Service awareness (Courtesy, attentiveness, openness)

Services Technology Service Center Handling MIGS service requests Proactive services (communication, training, incident prevention) Infrastructure E-mail (Messaging) Internet & Data Network Telephony, cell phone & PDA QA & development labs (R&D Only) Applications End user & functional Support Design & development (quality of
application)

General Satisfaction Of the service

Availability

Responsiveness

Flexibility (Response to unusual requests)

Remarks

Implementation & Training

Strengths & Weaknesses

2. What are the strengths of the IT organization, please choose two of the following characteristics:

3.

Availability Professionalism Responsiveness Flexibility Innovation Service Oriented Other __________________

What are the weaknesses of the IT organization, please choose two of the following haracteristics:

General
4.

Availability Professionalism Responsiveness Flexibility Innovation Service Oriented Other __________________

Is the quantity of IT Communications you receive regarding updates, incidents and maintenance: Not enough Reasonable Too Many Dont know

5.

We welcome any comments and ideas that can help us improve our services __________________________________________________________________ __________________________________________________________________ __________________________________________________________________

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