Surveys for IT Services | Client Feedback

Use cases for IT services

Support ticket satisfaction

Short survey link in the message you send 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 survey

Add a short CSAT survey link to the ticket closure email, so clients answer without extra steps.

Technician-level analytics

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

See low ticket ratings right away

Every response arrives as an instant e-mail (or Telegram) notification, so a low ticket rating is visible right away and the service manager can 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.

Works with your PSA / ticketing tool

Add the survey link to the resolution emails ConnectWise, Autotask or Zendesk already send. New responses can go back there through Zapier or webhooks.

Frequently Asked Questions

When should IT services and MSPs survey clients?

Send a post-ticket survey within 24 hours of each resolved ticket, a monthly account NPS for managed contracts, a quarterly satisfaction survey around the QBR and a post-project survey for one-off work.

What questions should IT services surveys include?

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.

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

Monthly NPS catches dissatisfaction months before the renewal date. Account managers can step in with a technician swap, a scope review or a vCIO meeting while there is still time to keep the contract.

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?

Ask every account the same follow-up question, such as "Want a roadmap review?", whatever their score. Each answer arrives as an e-mail notification, so your vCIO can follow up with the accounts that say yes. Those accounts are the natural starting point for security, cloud and Microsoft 365 projects.

Does SurveyNinja integrate with PSA and RMM tools?

Yes, through webhooks, Zapier and the API. New responses can go to your PSA, RMM or CRM if it connects to Zapier or accepts webhooks, and through the API your system can create and publish surveys and pull responses. To survey clients when a ticket closes, add the survey link to the ticket-closed e-mail your system already sends.

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

Every response arrives as an instant e-mail notification, or a Telegram message on the Standard plan and up, so you see a low score right away. Your ops manager and CEO can also get responses in Slack: send them to Slack through Zapier or a webhook. A same-day call from leadership shows the client you take the issue seriously.

Can I start from a template?

Yes. Start from a template such as Customer Satisfaction Survey, Customer Effort Score (CES) Survey or NPS Survey and change the questions for post-ticket CSAT, monthly account NPS, QBRs, completed projects, security awareness and vCIO discovery.

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?

After a ticket closes, every client gets the same invitation to leave a Google review, whatever their score. Every response also arrives as an instant e-mail notification, so your team sees a low score right away and can fix the issue. You can also ask every client whether they would take part in a case study for your local SEO and business development.

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 and no credit card required

Free — forever

Up to 50 surveys
100 responses/mo
30 questions per survey
Logic, export, API and MCP

Start free

Basic

$15/mo per month, billed annually

For small teams and regular feedback collection

100 surveys per account
1,000 responses per month
50 questions per survey
1 GB storage, files up to 100 MB
Image, video & audio in questions
Custom themes and your logo
Matrix, file upload and research question types
Response filters

Choose plan

Standard

$37/mo per month, billed annually

For marketing, HR and product research

500 surveys per account
5,000 responses per month
100 questions per survey
3 GB storage, files up to 300 MB
Response limit and deadline
Survey and question timers
No SurveyNinja branding
Incomplete responses

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
6 GB storage, files up to 500 MB
Custom roles for the team
Custom domain
AI report on responses
Promo codes

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

Surveys for IT Service Companies

Use cases for IT services

Support ticket satisfaction

Technician performance tracking

Client loyalty (NPS)

Project delivery feedback

SLA satisfaction review

Onboarding experience

Templates to start from

SurveyNinja features for IT service companies

Post-ticket survey

Technician-level analytics

See low ticket ratings right away

SLA perception tracker

Multi-client dashboard

Works with your PSA / ticketing tool

How to collect IT service feedback

How it works

Start from a template

Share with your audience

Analyze and act

Example questions for IT service surveys

Frequently Asked Questions

When should IT services and MSPs survey clients?

What questions should IT services surveys include?

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

Can I evaluate individual technicians and tiers?

How do surveys grow MRR via project upsells?

Does SurveyNinja integrate with PSA and RMM tools?

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

Can I start from a template?

How do surveys identify training gaps and tool needs?

How do surveys generate Google reviews and case studies?

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Start free — scale as your feedback program grows

Start collecting IT client feedback today