Template Questions
All 8 IT Support Survey Questions
Eight questions covering the complete support ticket experience. Question 7 (was your issue fully resolved?) is your first-contact resolution indicator — a "No" response flags an unresolved ticket that needs immediate follow-up, regardless of satisfaction rating. Question 1 (overall experience) generates your CSAT score — the percentage of 4 and 5 ratings is your headline helpdesk performance metric.
01How would you rate your overall support experience?Scale 1–5
02How satisfied were you with the speed of the initial response to your request?Scale 1–5
03How satisfied were you with the speed at which your issue was resolved?Scale 1–5
04How would you rate the technical quality of the solution provided?Scale 1–5
05How clearly was the support agent communicating with you throughout?Scale 1–5
06How easy was it to submit your support request?Scale 1–5
07Was your issue fully resolved?Yes / No
08Is there anything we could improve about your support experience?Open Text
Key Helpdesk Metrics
Four Metrics This Survey Generates
CSAT
Customer Sat Score
% of 4+5 ratings on Q1. Target: 85%+ internal, 90%+ MSP.
FCR
First Contact Resolution
% of Q7 = Yes. Target: 80%+. The primary efficiency metric.
SLA
Speed Perception
Average of Q2 + Q3. Perceived speed vs. actual SLA timestamps.
CX
Communication Quality
Q5 score per agent — the coachable dimension that most directly predicts satisfaction.
Timing Strategy
Send At Ticket Resolution — Not After
< 1 hour
After ticket marked resolved. Experience is fresh, emotion is present.
40–50% response rate
1–24 hours
After resolution. Still reasonable response rate, slightly less emotional accuracy.
20–35% response rate
> 24 hours
Response rates drop sharply. Users have moved on — especially for resolved issues.
< 15% response rate
Sample Results
Your Helpdesk Dashboard
After 144 post-ticket surveys over 30 days for a 50-person company, communication clarity was the actionable gap against resolution speed — addressed with a mandatory ticket update protocol that improved CSAT from 78% to 91% in 60 days:
IT Support Survey · 144 responses · 30 daysAll agents · All ticket types
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CSAT score
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FCR rate
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Avg resolution speed
Response speed4.2 / 5
Resolution speed3.9 / 5
Technical quality4.4 / 5
Communication clarity3.4 / 5
Issue fully resolved84% Yes
FAQ
Frequently Asked Questions
Is this IT support survey template free?
Yes. Free forever with no signup from you or your users. Up to 100 responses free. Pro ($19/month) allows 10,000 responses and agent-level performance tracking.
When should I send the IT support survey?
Within 1 hour of ticket resolution. Response rates drop from 40-50% to under 15% after 24 hours. Send automatically when a ticket is marked resolved — not hours or days later.
What is CSAT for IT support and how is it measured?
CSAT = percentage of Q1 responses scoring 4 or 5 out of 5. Above 85% is good for internal helpdesks. Above 90% is excellent for MSPs. Track the trend — consistent improvement shows your interventions are working.
What is first-contact resolution (FCR)?
FCR = percentage of Q7 = "Yes" (issue fully resolved). Target 80%+ for mature helpdesk operations. Low FCR is the most common driver of user dissatisfaction and repeat tickets. Every "No" to Q7 is a ticket that needs immediate reopening.
Should IT support surveys be anonymous?
No — link the survey to the specific ticket and agent to enable performance tracking and follow-up on unresolved issues. Tell users their responses inform aggregate performance data, not individual disciplinary processes. Transparency significantly increases honest response rates.
Can I use this for an MSP?
Yes. MSPs typically include CSAT as a contractual SLA metric. This survey generates the CSAT score required for MSP reporting, alongside dimension scores identifying which aspects of support delivery need improvement. Run per client account to compare satisfaction and identify at-risk contracts.
Can this work for non-IT support teams?
Yes. Works for HR helpdesk, facilities management, finance queries, legal requests, and operations support. Change the terminology in the introduction. The eight dimensions (speed, quality, communication, ease, resolution) are universal to any support interaction.
How do I present helpdesk CSAT data to stakeholders?
Frame CSAT as a productivity metric: a 75% CSAT means 25% of interactions leave users frustrated — with measurable productivity impact. Present CSAT trend alongside ticket volume and FCR as your three core helpdesk metrics. For MSPs, present CSAT per client to identify renewal risk accounts.
What questions should an IT support satisfaction survey include?
Effective IT helpdesk surveys cover: overall support experience rating, speed of initial response, speed of resolution, technical quality of the fix, clarity of communication throughout the ticket, ease of submitting the request, whether the issue was fully resolved, and open feedback. This template covers all eight dimensions.
How is this different from a general customer satisfaction survey?
A general CSAT survey measures satisfaction with a product or service relationship. An IT support survey is ticket-specific — it measures satisfaction with a single support interaction, focusing on resolution quality, speed, and communication. The most important question is Q7 (was the issue fully resolved) — a 'No' response indicates an unresolved ticket that needs immediate follow-up regardless of satisfaction rating.
What is a good CSAT score for an IT helpdesk?
Internal IT helpdesk CSAT benchmarks: above 85% is good, above 90% is excellent, above 95% is best-in-class. Managed service providers (MSPs) typically target 90%+ as a contractual SLA. SaaS technical support typically benchmarks at 85-92%. The most actionable metric is not the absolute CSAT but the trend — consistent month-over-month improvement indicates your team's interventions are working.
How do I use IT support survey data to improve helpdesk performance?
Map low scores to specific dimensions: low response speed scores point to triage and staffing problems. Low resolution quality scores point to technical training gaps. Low communication scores point to ticket update processes. Low 'fully resolved' rates point to first-contact resolution problems — the most impactful metric for helpdesk efficiency. Present dimension scores to individual agents (minimum 20 responses per agent) to create accountability and identify coaching priorities.
Can I use this for a managed service provider (MSP)?
Yes. MSPs typically include CSAT measurement as a contractual SLA metric. This survey generates the CSAT score required for MSP reporting, alongside the dimension scores that identify which aspects of support delivery need improvement. Run the same survey for all client accounts to compare client-level satisfaction and identify at-risk contracts.
What is first-contact resolution (FCR) and how does this survey measure it?
First-contact resolution (FCR) measures the percentage of support tickets fully resolved without requiring the user to recontact support. Question 7 (was your issue fully resolved?) is your FCR quality indicator. A 'No' response identifies tickets that failed to achieve full resolution — the most common driver of user dissatisfaction and repeat tickets. FCR above 80% is the standard benchmark for mature helpdesk operations.
Can I use this survey for SaaS product support teams?
Yes. The template works for any technical support context — internal IT helpdesk, SaaS product support, software vendor support, and MSP service desk. For SaaS support, the communication clarity question (Q5) is particularly important as users often struggle to understand technical explanations from support agents.
How many IT support survey responses do I need for meaningful data?
20+ responses per agent for individual-level performance data. For team-level data, 50+ responses over a rolling 30 days provides reliable CSAT trends. For small helpdesks processing fewer than 50 tickets per month, accumulate responses over 60-90 days before drawing performance conclusions. The free plan's 100 responses covers most small to mid-size IT teams for an initial measurement period.
What is SLA and how does this survey relate to it?
Service Level Agreements (SLAs) specify the response and resolution time commitments a helpdesk makes to users or clients. Questions 2 (response speed) and 3 (resolution speed) in this survey measure user perception of SLA performance — how users experience response and resolution times, which may differ from actual ticket system timestamps. Both objective SLA data and subjective user perception matter for helpdesk quality.
Can this survey work for non-IT support teams?
Yes. The template works for any ticket-based support function — HR helpdesk, facilities management, finance queries, legal requests, and operations support. Change the terminology in the introduction to match your support context. The eight dimensions (speed, quality, communication, ease, resolution) are universal to any support interaction.
How do I identify which tickets need follow-up from survey data?
Filter responses where Q7 (was your issue fully resolved?) = 'No' and Q1 (overall rating) < 3. These are your priority follow-up tickets — users with unresolved issues who are also dissatisfied. Follow up within 24 hours of the survey response to reopen the ticket and resolve the outstanding issue. This intervention typically converts detractors to neutral or satisfied users and prevents escalations.
What is the ticket deflection rate and does this survey help measure it?
Ticket deflection rate measures the percentage of potential support requests resolved before a ticket is created — through self-service knowledge base, automated responses, or FAQ. Question 6 (ease of submitting a request) indirectly informs deflection opportunities — users who find ticket submission cumbersome may prefer self-service if available. Low ease-of-submission scores in combination with high ticket volumes suggests deflection investment would be worthwhile.
How do I present IT support CSAT data to business stakeholders?
Frame CSAT as a business productivity metric rather than a service quality score. A 75% CSAT means 25% of support interactions leave users frustrated — with measurable impact on productivity and IT confidence. Present CSAT trend alongside ticket volume and first-contact resolution rate as your three core helpdesk metrics. For MSPs, present CSAT per client to identify renewal risk accounts.
CSAT and FCR from the moment a ticket closes
8 questions. Ticket-specific. No user login. Send within 1 hour of resolution.
Use This Template — FreeNo signup required · Free up to 100 responses · Pro from $19/month