Surveys for IT Services | Client Feedback

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.

10,000+ companies trust us

Free to get started

5 min to launch your first survey

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

How it works

Choose a template

Pick a ready-made survey for your industry and customize the questions in minutes — no technical skills required.

Start free

Share with your audience

Distribute via QR code, direct link, email, or embedded widget — wherever your customers are.

Analyze and act

Track responses in real time in your dashboard and make data-driven decisions that grow your business.

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

Frequently Asked Questions

When should IT services and MSPs survey clients?

Send post-ticket surveys after each resolved ticket (within 24h), monthly account NPS for managed contracts, quarterly QBR satisfaction and post-project surveys for one-off work.

What questions should IT services surveys include before committing to a branch manager?

Ticket resolution time, technician knowledge, communication clarity, proactive monitoring effectiveness, security/backup confidence, billing transparency, vCIO strategic value and NPS. Different forms for help desk vs. strategic. Keep the result attached to response trends so the service retro can act without rereading every comment.

How do surveys reduce contract churn (the MSP killer)?

Monthly NPS catches dissatisfaction 90 days before non-renewal. Account managers intervene with technician swap, scope review or vCIO meeting. Top MSPs achieve 95%+ contract renewal vs. 75% industry baseline.

Can I evaluate individual technicians and tiers?

Yes. Each survey tags technician, tier (T1/T2/T3), specialty (network/security/cloud) and account. Operations leaders see ranked dashboards; promote top techs, coach struggling ones and assign technical leads with hard data.

How do surveys grow MRR via project upsells?

Account NPS 9-10 prompts auto-route to vCIO for "want a roadmap review?" conversation. Top MSPs convert 35-55% of promoters to security/cloud/Microsoft 365 projects — 2-4x revenue per account.

Does SurveyNinja integrate with PSA and RMM tools?

Yes. Via webhooks, Zapier and the API we connect with ConnectWise Manage, Autotask, HaloPSA, Halo ITSM, Atera, NinjaOne, Kaseya and most PSA/RMM tools. Surveys auto-trigger on ticket close or status change.

How am I alerted to escalations and client risk in real time?

Low scores or critical keywords ("RFP", "switching MSPs", "downtime", "data loss", "breach", "lawsuit") trigger instant Slack alert to ops manager and CEO. Same-day exec call salvages 60%+ of contract risk.

Where does decision confidence break down for IT Service Companies?

Yes. The template library includes post-ticket CSAT, monthly account NPS, QBR satisfaction, post-project, security awareness and vCIO discovery. Editable in minutes.

How do surveys identify training gaps and tool needs?

Aggregated technician feedback reveals where ticket resolution lags (specific tools, scenarios, vendors). Operations leaders use data to prioritize training, automation and tool investments — direct margin impact via faster resolution.

How do surveys generate Google reviews and case studies?

Promoters (NPS 9-10) get auto-prompted post-ticket for Google review at peak gratitude. Top MSPs grow review volume 4-6x in 90 days and build 5-8 case studies/year — local SEO and BD assets.

Start free — scale as your feedback program grows

Choose the plan that matches your response volume and reporting needs. Full pricing

Free

$0/mo No time limit · no credit card required

Free — forever

Up to 3 surveys
100 responses/mo
10 questions per survey
Logic and basic analytics

Start free

Basic

$15/mo per month, billed annually

For small teams and regular feedback collection

10 surveys per account
1,000 responses per month
30 questions per survey
10,000 views per month
Logic branching
Image, video & audio attachments
Custom themes
Export (PDF, CSV, XLSX)

Choose plan

Standard

$37/mo per month, billed annually

For marketing, HR and product research

50 surveys per account
5,000 responses per month
50 questions per survey
100,000 views per month
Incomplete responses
Removable copyright
Auto-backups
Custom survey URL

Choose plan

14 days free

Premium

$69/mo per month, billed annually

For large teams and advanced automation

∞ surveys per account
20,000 responses per month
∞ questions per survey
∞ views per month
Team collaboration
Custom domain
Score calculation
Redirects

Start trial

Enterprise

On request

Custom plan for large companies

Unlimited resources
Up to 1,000,000 responses/month
Flexible task-based limits
Priority support
Number of seats
Monthly response limits
Disk space
Personal manager