How To Effectively Assess Internal Clients' Satisfaction With IT

IT executives have asked Forrester how best to assess their internal clients' satisfaction with the wide variety of services they provide. An internal customer satisfaction tracking study provides the best insight. However, CIOs must be careful in how they create and execute a study to ensure that they will get results that can lead to corrective actions to improve IT satisfaction. Creating and executing such a study should follow a closed process model: Start by identifying your audience, then qualitatively gather data before a quantitative survey is created. The survey must create actionable findings that can meaningfully improve IT operations — and the internal commitment to make the changes. Many IT groups initiate customer satisfaction projects with internal resources, but the opportunity costs are high, leading some to outsource these types of projects to full-service market research vendors.