User-satisfaction

One of an IT organization’s primary goals is to satisfy the needs of its business users for information systems. How can the CIO know whether users are satisfied with IT services? This study examines the extent to which IT organizations have deployed user-satisfaction surveys and measures the level of their engagement. We look at the percentage of organizations that are partially or fully engaged with the practice. We also look at how adoption of this IT management best practice differs by organization size and sector. Finally, we conclude with practical advice on best practices for surveying users. (13 pp., 5 fig.) [Research Byte]

April, 2016