Using internal customer feedback is a powerful way to drive IT service improvement and far more effective than using typical ITIL-based process maturity assessments. Periodic IT customer satisfaction surveys are a great way to do this but it’s vital you get enough people to respond.
If your sample size is small, you won’t be able to reliably identify themes in the feedback. And if you’re like most IT departments, you’ll find the feedback biased towards the negative – the only people who bother to respond are those that are particularly disgruntled. And any satisfaction score you derive may fluctuate for insignificant reasons and won’t highlight any real trends.
Here are ten things you can do to drive up your response rate.