Key Steps for creating an effective IT staff satisfaction survey

Understanding your staff's satisfaction, confidence and pain points or opportunities for improvement can aid in aligning your digital transformation journey with your staff's needs and increase adoption of technology change.

Step 1: Define survey objectives

Clearly outline the primary goals of the survey. Key objectives may include:

• Gauging overall satisfaction with IT tools and systems
• Assessing confidence levels in using the organisation's technology
• Identifying pain points and areas where additional support is needed
• Gathering feedback on IT support services and response times.

Step 2: Develop clear and relevant questions

Create survey questions that are easy to understand and address the specific areas you want feedback on. Use a mix of question types, such as:

• Rating scale questions: How satisfied are you with the performance of our current IT systems?
• Multiple choice questions: Which IT tool do you use most often in your role?
• Open-ended questions: What improvements could be made to our IT support services?

Focus on areas like:

• Ease of use and reliability of hardware and software
• IT support responsiveness and effectiveness
• Confidence in using technology for remote work or collaboration.

Step 3: Ensure anonymity and confidentiality

Staff are more likely to provide honest feedback if they feel their responses are anonymous. Assure participants that their individual feedback will remain confidential and will only be used to improve IT services.

Step 4: Distribute the survey and encourage participation

Send the survey via email or through a secure platform like Google Forms or Microsoft Forms. Clearly communicate the purpose of the survey and encourage participation by emphasising that the feedback will help improve their technology experience.

Step 5: Analyse and act on the results

After collecting responses, review the data to identify common trends and areas for improvement. Use the findings to:

• Address specific concerns (e.g., slow systems, inadequate training)
• Plan for upgrades or changes in IT services based on feedback
• Improve training and provide additional resources for staff and volunteers.

Staff satisfaction template

To help you survey your staff, the Digital Transformation Hub have built a staff satisfaction survey template in Microsoft Forms for you to duplicate.