User Satisfaction Surveying Adoption and Best Practices

February, 2012


A primary goal of IT organizations 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 organizational engagement in the practice. We look at the percentage of organizations that are partially and fully engaged with the practice. We also look at how adoption of this IT management best practice differs by organization size. Finally, we determine which industry sectors are most likely to be engaged in this best practice. (11 pp.,5 figs.)
[Research Byte]