We too only have one question about satisfaction and a comment box. We send the survey at closing of the ticket and a reminder three days later. Our response rate is 28%. We do NOT survey all incidents. So you may want to think about what you want to survey as well. 


NEVER respond to an e-mail asking for your login information and password.
An e-mail that asks you to reveal your password is NOT legitimate.

Sent from my iPhone

On Dec 4, 2017, at 7:54 AM, Frank Barton <[log in to unmask]> wrote:

We use a single question, "Were you satisfied?" with Thumbs Up/Down, and an optional comment.

On Fri, Dec 1, 2017 at 7:59 PM, Diana Kherdaji <[log in to unmask]> wrote:


Attached are the questions we use for incidents surveys.


-          Our response rate ranges from 8% to 10%.

-          A survey is sent upon incident closure

-          No more than one survey per 14 day period is sent per customer

-          There is a thirty day expiration set on the surveys


Diana Kherdaji

Senior Manager, CUIT Service Desk


Office: (212) 853-0957

Mobile: (646) 771-8519



From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]EDUCAUSE.EDU] On Behalf Of Karen Sunderland
Sent: Friday, December 1, 2017 4:22 PM
To: [log in to unmask]
Subject: [ITSM] Client Survey After Ticket Closure


Hi All,


I’m looking for information about surveys that you send out after you close a client ticket. We just launched our new system (TeamDynamix) but haven’t started sending surveys yet.


What questions do you use?


How often do you send surveys?


What is your response rate?


Thanks, and happy Friday!


Karen Sunderland

Service Desk Coordinator

Information Technology

105 Job Hall


Ithaca College

953 Danby Rd. | Ithaca, NY 14850


[log in to unmask] | ithaca.edu/it

Follow us: facebook.com/IthacaIT | twitter.com/IthacaIT



Visit the ITSM wiki.


Visit the ITSM wiki.

Frank Barton
Security+, ACMT
IT Systems Administrator
Husson University


Visit the ITSM wiki.


Visit the ITSM wiki.