Contributing Factors of Survey Submission for Information Technology (IT) Support Tickets

There are several factors that lead an end user to submit and score a survey regarding the service they used. Here we examined elements of the user profile and elements of the IT support interaction in an effort to discover what played a role in the survey scores and the decision to submit feedback. Certain elements are beyond the control of IT support. Nonetheless, other elements can be changed by adjusting current methods with the goal of improving user experience and survey submission rates. Potential ways to improve survey scores and survey submission rates, along with basic methods of the approach, will be reviewed and discussed.