IT Service Satisfaction Survey

IT teams that rely on informal feedback — comments made in passing, occasional emails, or the absence of complaints — have no reliable way to measure whether the service they provide is meeting the expectations of the people who depend on it. Without a structured, consistent mechanism for collecting feedback, recurring issues go unidentified, improvements go unvalidated, and the IT team has no evidence base for prioritizing where to focus their efforts.

The IT Service Satisfaction Survey template for SharePoint, built with Infowise Ultimate Forms, gives organizations a structured way to collect regular feedback from employees on the quality of IT services received — covering response times, technical competence, communication, and overall satisfaction — with every response stored in SharePoint as a consistent, comparable record.

How it works

The survey form

Employees complete a structured feedback form following an IT service interaction. The form captures the employee's contact information alongside a set of rating-scale questions that measure the key dimensions of IT service quality — the speed and responsiveness of the service received, the technical competence of the IT staff involved, the clarity of communication throughout the interaction, and overall satisfaction with the outcome. An open-ended comments section gives employees the opportunity to provide specific feedback that a rating scale alone cannot capture.

Consistent, comparable responses

Because every employee completes the same structured form, responses are immediately comparable across interactions, team members, time periods, and service categories. Identifying which areas of IT service are consistently rated highly and which are falling below expectations is a matter of filtering the SharePoint list rather than manually reviewing individual responses. This consistency is the foundation of any meaningful analysis of IT service quality.

Anonymous submissions

The survey can be configured to support anonymous submissions, giving employees the confidence to provide candid feedback without identifying themselves. Anonymous feedback typically produces more honest responses — particularly on sensitive topics such as the competence or communication style of individual team members — and therefore more actionable insight for IT management.

A centralized feedback record

Every completed survey is stored as a structured record in a standard SharePoint list. IT managers have a single, searchable view of all feedback — filterable by date, service category, rating, or any other column — giving a current and historical picture of IT service satisfaction without requiring a separate survey platform or manual data compilation.

Extendable to your feedback process

The template is a ready-to-use starting point that can be adapted to match your organization's specific IT service categories and feedback requirements. Questions can be rephrased to reflect your service desk terminology, additional rating dimensions can be added, and automated notifications can alert IT management when a low-satisfaction response is submitted — enabling rapid follow-up before a dissatisfied employee's experience becomes a wider issue.

What you get

• A structured IT service satisfaction survey covering response time, technical competence, communication, and overall satisfaction
• An open-ended comments section for specific feedback alongside the rating questions
• Support for anonymous submissions to encourage candid, actionable responses
• Every survey response stored as a structured, comparable record in a standard SharePoint list
• Configurable questions and rating dimensions to match your organization's IT service categories and terminology
• Extendable with automated low-satisfaction alerts and reporting dashboards using Ultimate Forms
• Free for all Ultimate Forms customers, installed automatically with a single click

Built on standard SharePoint lists

The IT Service Satisfaction Survey system is built entirely on standard SharePoint lists. There is no external data storage and no custom interface. All survey responses stay inside your SharePoint environment, governed by your existing permissions and data policies. The system can be extended or adapted at any time in the browser by the administrator who manages the site.