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.
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