Surveys for IT Service Companies

IT clients judge you on uptime, response speed and resolution quality. Feedback surveys after tickets, projects and quarterly reviews give you the data to optimize service delivery and prove your value at renewal time.

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IT Services

Rate our support

Response

4.6

Resolution

4.4

Expertise

4.7

Submit

Ticket rating

Forwarded to team lead

Use cases for IT services

Support ticket satisfaction

Automatic 1-click survey after every resolved ticket. Track resolution quality, response speed and technician helpfulness.

Technician performance tracking

Compare CSAT by technician and ticket category. Identify training gaps and reward top performers.

Client loyalty (NPS)

Quarterly NPS reveals which clients are advocates and which are flight risks. Prioritize retention efforts.

Project delivery feedback

Survey clients after IT projects — migrations, deployments, security audits — to measure satisfaction with scope, timeline and outcome.

SLA satisfaction review

Annual or quarterly surveys measuring perceived SLA adherence. Validate that your metrics match client perception.

Onboarding experience

Capture feedback from new clients on the onboarding process — documentation, access setup and initial support quality.

SurveyNinja features for IT service companies

Post-ticket auto-survey

One-click CSAT survey embedded in the ticket closure email — captures feedback without extra steps.

Technician-level analytics

Compare satisfaction by technician, ticket type and priority level. Build data-driven team development plans.

Low-rating instant alert

A client rates a ticket below threshold — the service manager gets an immediate notification for follow-up.

SLA perception tracker

Compare your internal SLA metrics with client perception surveys. Close the gap between data and experience.

Multi-client dashboard

View all client satisfaction trends in one dashboard. Identify accounts that need attention before QBRs.

PSA / ticketing integration

Connect with ConnectWise, Autotask or Zendesk via Webhook. Surveys trigger automatically on ticket resolution.

What IT service leaders say

«Post-ticket surveys revealed that password reset tickets had the lowest CSAT — clients hated waiting 40 minutes. We deployed a self-service portal. Ticket volume dropped 35% and CSAT rose to 4.8.»

«Quarterly NPS surveys flagged our second-largest client at risk. A personal QBR and revised SLA saved a $180K annual contract.»

How to collect IT service feedback

Multiple channels — respondents choose the most convenient one and respond in 1–2 minutes

Post-ticket email

One-click rating in the ticket closure notification — highest response rates for IT clients

Quarterly NPS SMS

Brief relationship health survey sent to key stakeholders each quarter

QR at on-site visits

Technicians leave a QR card after on-site service calls for instant feedback

Slack / Teams message

Survey link shared in the client support channel after resolution

Support portal widget

Feedback form embedded in your client portal or knowledge base

Example questions for IT service surveys

How satisfied are you with the resolution of your support ticket?

★ Rating

How likely are you to recommend our IT services to another business? (0-10)

NPS

Was your issue resolved within an acceptable timeframe?

Multiple choice

What could we do to improve our IT support?

Open text

Case Study

Case: MSP saved $180K contract by catching at-risk client with NPS survey

A managed service provider with 85 business clients launched post-ticket CSAT surveys and quarterly NPS. The NPS data flagged their second-largest client as a detractor. A dedicated QBR and revised SLA saved the $180K annual contract. Overall CSAT rose from 3.9 to 4.6.

Repeat this result →

Client satisfaction (CSAT)

3.9 4.6

+0.7

6 months with SurveyNinja

Frequently Asked Questions

When should IT service companies survey clients?

After every resolved ticket (1-click CSAT), quarterly for NPS, after project completions and during onboarding. Each touchpoint reveals different insights.

What questions should an IT service survey include?

Response speed, resolution quality, technician expertise, overall satisfaction and NPS. Post-ticket surveys should be 1-2 questions maximum.

How can post-ticket surveys improve support quality?

They reveal patterns — specific ticket types, technicians or time periods with low satisfaction. Fix the root cause, not just individual complaints.

Can surveys help during quarterly business reviews?

Absolutely. Walking into a QBR with hard satisfaction data shows clients you take their experience seriously and gives you evidence of improvement.

How do I get IT clients to complete surveys?

Embed a 1-click rating in the ticket closure email. No login, no extra pages. This alone achieves 40-60% response rates for IT clients.