Employee survey template: great questions for IT support that reveal what employees need most

If you're looking for an employee survey template with great questions for IT support, you're addressing one of the most critical touchpoints in workplace productivity.

IT issues directly impact both employee efficiency and job satisfaction—delays or frustrations here can drag down the entire organization.

I'll share the proven questions every team needs in their IT support survey, plus how conversational AI surveys can dig deeper to uncover what’s really behind employee feedback.

Why traditional IT support surveys miss the mark

Standard IT feedback surveys usually stick to a handful of 1-10 rating scales or yes/no questions. While those are easy to fill out, they leave a lot unsaid. Most employees have more context to share, but static forms just aren’t built to capture it. They ask the same questions in the same way, regardless of what happened—whether someone got an easy printer fix or wrestled with a recurring login bug.

What gets lost? The details. Why a resolution took days. Which steps in the process felt confusing, or which technician stood out. These nuances tend to be where you find actionable opportunities for improvement.

Conversational feedback tools, especially automatic AI follow-up questions, break this stale approach. When employees mention a delay, the survey adapts instantly to ask what caused it. Mention excellent communication? It digs into what felt clear or helpful. That real-time curiosity delivers both more responses and richer insights. In fact, organizations using AI-driven conversational surveys see a 20% higher response rate and capture three times more employee feedback than traditional forms, according to recent research [1].

Core questions every IT support survey needs

Unlocking actionable feedback starts with the right set of questions. Here's what I include in every effective IT support employee survey template—and why:

• Overall, how satisfied are you with the IT support you received?
  This classic rating question gives you a pulse on general sentiment. The trend here shows if your baseline is improving or declining.

• How would you rate the time it took to resolve your issue?
  Speed matters in IT. Slow fixes cost teams productivity and patience. Tracking this highlights patterns behind bottlenecks.

• How effective was the communication from the IT support team?
  Good communication reduces uncertainty. Was the next step clear? Did they proactively communicate delays? This narrows down people skills from technical skills.

• Did the solution completely resolve your issue?
  It’s easy to assume ‘ticket closed’ means ‘problem solved,’ but follow-up here catches lingering problems that need rework.

• Would you recommend the IT support team to a colleague?
  This “Net Promoter” style question captures overall trust in your IT support function, filtering for both advocates and detractors.

• What could the IT support team have done better?
  Open-ended, but essential. Employees often bring up recurring pain points or creative suggestions here, offering a gold mine for improvement.

• Is there anything else you’d like us to know about your experience?
  This gives space for unusual feedback or praise that standardized questions just don’t reach.

These questions are the foundation. The real value happens when you trigger dynamic follow-up questions based on their answers—continuing the conversation, just like a skilled interviewer would.

Conversational follow-ups that reveal root causes

The magic of a modern AI survey builder is its ability to ask why—or dig deeper—when things aren’t clear. By adapting in real-time, AI can surface the true “why” behind survey ratings without overwhelming employees. Here are a few example scenarios that show how follow-ups work:

Scenario 1:
Initial response: “I was disappointed with how long it took to resolve my issue.”

What was the main reason for the delay? (e.g., waiting for parts, unclear instructions, communication gaps)

This reveals which step in the process breaks down most often.

Scenario 2:
Initial response: “The IT team fixed my email, but I’m still having calendar sync problems.”

Thanks for sharing that—the ticket was marked resolved, but you’re still experiencing issues. What’s still not working for you?

Helps catch incomplete resolutions early, before frustration multiplies.

Scenario 3:
Initial response: Employee rates communication quality “7/10.”

How could our communication have been better? Was it the timing, clarity, or something else?

This uncovers whether it’s tone, timing, or the steps that matter most.

This interactive, conversational experience not only boosts engagement but delivers richer, more detailed feedback [3]. You can see how AI-powered survey response analysis transforms these open-ended answers into actionable themes.

Timing your IT support surveys for maximum insight

Getting the timing right is just as important as asking good questions. The best moment for an IT support satisfaction survey is typically right after ticket closure—when the experience is fresh. Immediate feedback means employees remember details, frustrations, and wins. But there’s value in a slightly delayed follow-up too: waiting a day or so can catch lingering or recurring issues.

With in-product triggers, you can automate these surveys to appear at the perfect time, right inside your IT portal, Slack, or internal chat tool. Check out how in-product conversational surveys work for seamless feedback collection. To boost response rates and prevent fatigue:

• Keep surveys brief—5–7 questions at most

• Space them out (e.g., only survey once per resolved ticket or per month)

• Make participation feel valuable by sharing what changes as a result

AI-powered feedback collection not only lifts response rates but can also cut survey fatigue in half, compared to generic, repetitive forms [7].

Making sense of IT support feedback patterns

Once feedback comes rolling in, the next challenge is analysis. With hundreds of tickets each month, turning a wall of text into actionable insights isn’t easy—unless you have AI on your side. AI survey analysis can instantly identify recurring complaints (like password resets gone wrong), flag emotional sentiment, and spot patterns. Here are a few example prompts you can use to analyze your IT support survey data:

What are the top three issues employees mention most often in IT survey responses?

Summarize employee feedback trends about IT ticket resolution speed over the last quarter.

Highlight any common themes in negative feedback regarding IT communication quality.

The ability to chat with AI about survey responses accelerates learning and lets you quickly zero in on what matters most to your employees [6].

Transform your IT support with conversational feedback

AI-powered, conversational IT surveys uncover the full story behind every helpdesk ticket—capturing richer, more actionable insights while boosting engagement. Specific offers the best-in-class user experience for building these surveys, analyzing results, and turning feedback into progress. Create your own survey now—start discovering what really matters to your team.