IT survey questions to ask employees about IT support
Twelve questions for every employee who relies on IT, answered in about three minutes.
- 12questions
- About 3 minto complete
- All staffticket or no ticket
- 5 statementsone agree scale
The 12 IT support survey questions for employees
An IT survey asks the employees who depend on your IT team how well that team serves them, from getting into the systems they need to how fast the help desk fixes what breaks. This one also reaches the people who never file a ticket. All twelve questions are ready to send from our online questionnaire maker.
Who is answering
Three quick taps that sort the answers by team and by where people turn for help.
- Which part of the organization do you work in?use your own department names before you send it.
- Which of these have you needed IT for in the last three months?the last option finds the people your ticket queue never sees.
- Where do you go first when something is not working?every answer except the help desk is support IT never logs.
What problems cost
Staff absorb every slow fix as lost working time, so ask about the time.
- In the last month, roughly how much working time did technology problems cost you?report the share losing half a day or more.
What IT gives you
Two statements every employee can judge, help desk or not.
- Getting into the systems I need is straightforward.
- The computer I use is fast enough for my work.speed, because waiting is what people notice.
When you ask IT for help
Three statements about the help desk itself. Anyone who has not used it picks the last option.
- The IT staff who help me know the tools I use.
- Problems I report get fixed fast enough for me to keep working.judged against getting the work done, not your service level target.
- I can see the status of a problem I reported without following up.a low score is usually fixed by telling people where things stand.
In your words, then the two numbers
One optional box, then the two results IT reports to leadership.
- Which one technology problem most gets in your way?the reasons behind the ratings, in the employee's own words.
- The last time you asked IT for help, was it resolved on your first contact?first contact resolution, asked of the employee who made contact.[1]
- Overall, how satisfied are you with the IT support you get?report the percent satisfied or very satisfied.[2]
How to run your IT support survey
Send it to every employee who uses IT, not only the people who raised a ticket, once or twice a year in the same month so each round compares with the last. It asks for no name: say so up front, and merge any department under five people before you report.
Report question 12 as the percent who chose satisfied or very satisfied,[2] and question 11 as your first contact resolution rate, the most important driver of that satisfaction.[1] Split both by department, then read the people who go somewhere other than the help desk in question 3.
When one application draws most of the complaints in question 10, a software evaluation survey turns those complaints into a scored decision. For engineers losing time to build waits and code reviews, send the DevEx survey.
IT survey FAQ
What IT survey questions should you ask employees?
Start with where they work, what they needed IT for, where they go first when something breaks and how much time problems cost them. Then ask about access, their computer, the help desk, first contact resolution and overall satisfaction.
Is an IT survey the same as a customer service survey?
No. An IT survey asks your own employees about an internal service they rely on every working day. When paying customers rate one support request, send the customer service survey instead.
Can you send an IT help desk survey when a ticket closes?
Yes. Paste its link into the message your desk sends when it closes a ticket, and publish one copy per queue so each queue's answers arrive separately. If a bot takes the first contact, the chatbot survey questions measure what it resolves.
Michael Hodge, survey methodology · Updated 26 September 2026 · How templates are reviewed
Sources (2)
- Rumburg, J. Metric of the Month: First Contact Resolution. HDI Industry Insider, MetricNet, 2011. thinkhdi.com (PDF)
- Rumburg, J. Metric of the Month: Customer Satisfaction. HDI Industry Insider, MetricNet, 2012. thinkhdi.com (PDF)
Ask the whole company how IT is working
Twelve questions, about three minutes, answered without a name. Add your own department names in the editor and send it to everyone who uses IT.
Use this template