Surveys are simply excellent for getting feedback from customers and employees in the IT industry. They can be used for a variety of purposes from assessing satisfaction levels of various stakeholders to conducting market research.
In this blog post, we will discuss the top 7 use cases for surveys in the IT industry in more detail. We will also provide some tips on how surveys can be conducted successfully in the IT industry.
Use cases for surveys in the IT industry
Surveys are a valuable tool for gauging sentiment and gathering feedback, among other things. Without further ado, here are five of the most common use cases for surveys in the IT industry.
1. Assessing customer satisfaction
Customer satisfaction surveys are typically for gauging how well a product or service is meeting the needs of clients. Surveys in the IT industry can be used to assess customer satisfaction in a number of ways.
For instance, you could check Net Promoter Score (NPS) to determine how likely your clients are to recommend your product or service to others. Another such metric you could measure is simply the customer satisfaction score (CSAT), which gets a rating from a simple question such as “How satisfied are you with our product/service?”. Various London IT support companies could be using this option to find out bottlenecks in their processes and improve the experience they deliver to their clients.
Finally, surveys can also be used to track customer satisfaction over time. This is useful for seeing how changes (such as new features or a new pricing structure) impact satisfaction levels.
2. Identifying areas for improvement
Feedback surveys are useful for finding out what customers like and do not like about a product or service. In the IT industry, such information can help with targeting areas that need improvement in a business’s offer, user experience, or customer support and for assessing the impact of any changes that are made.
In order to do this, you could measure the Customer Effort Score (CES) to assess how much effort your customers feel they need to expend in order to use your product or service. You could also ask customers to rate their satisfaction with specific aspects of your product or service on a scale from one to five.
Feedback about how to improve can be gathered through surveys that are sent out after customer interactions (such as support tickets) or on a regular basis. Consider sending an email containing a survey link to customers a week after they’ve interacted with your company in some way.
3. Collecting data for market research
Market research surveys gather information about potential and current customers’ needs, wants, and perceptions. This type of survey can be used to assess the viability of a new product or service or POC vs MVP, understand customer buying habits, and measure brand awareness
In the IT industry, surveys can collect data about a variety of topics such as the perceived usefulness of a new software application or the likelihood of customers switching to a competitor’s product. Market research surveys can help segment clients by their needs and wants in order to create targeted ad campaigns.
Additionally, market research surveys can point out opportunities for growth and expansion. For example, if you sell software products, surveys can tell you whether there is a potential market for new products or services that you could offer.
4. Understanding employee satisfaction
Staff satisfaction surveys can be conducted to assess how happy an IT company’s employees are with their jobs, supervisors, coworkers, and the organization as a whole. Insights like these help to show areas where employees are satisfied and where they are not, so that improvements can be made accordingly.
This type of survey can also benchmark an organization’s employee satisfaction levels against those of other companies, and whether or not a member of staff would recommend their company to others as a good place to work.
5. Measuring employee engagement levels
Employee engagement surveys gauge how motivated and committed employees are to their work and company, which can help with identifying issues that may be causing low employee engagement levels. Some explanations for that could be lack of development opportunities or poor management.
In the IT industry, surveys can measure employee engagement levels in a number of ways. For example, you could ask employees to rate their level of agreement with statements such as “I feel like I am able to do my best work at this company” or “I believe my work is valued by the business.”
Employee engagement surveys can also reveal the factors that are most important to employees in their work. This information can then be used to create a more engaging and motivating work environment.
As such they have a foundational role to play in software systems for managing employees, because fundamentally it’s this engagement which leads to better outcomes for individuals and entire organizations alike. Modern tools make managing the data generated by surveys, as well as the broader array of metrics relating to team member performance and availability, simpler and far more effective.
6. Determining the effectiveness of training programs
In the IT industry, staff surveys can determine the effectiveness of training programs so that employees always get the most out of them. You could ask employees to rate their satisfaction with the training program, how relevant they felt it was to their job, and how likely they would be to recommend it to others. For example, ‘Do you feel that the training provide was sufficient to gain associate project management certification?’
Feedback like this is useful for making improvements to training programs and ensuring that they are meeting the needs of employees. Such surveys can also be used to collect data about the impact of training programs on employee performance for making decisions about which types are worth investing in or not.
7. Planning events
Event planning surveys are helpful for discovering about the interests, needs, and wants of potential attendees. As such they can help assess the viability of an idea, understand attendees’ expectations of it, and thus plan an event that meets those requirements.
In the IT industry, these kinds of surveys can be used to plan everything from conferences and trade shows, to meetups and webinars. Event surveys typically ask questions about the topics attendees would like to see covered, the format they would prefer (e.g., panel discussion, keynote speech, etc.), as well as the location and date that would work best for them.
Conclusion
Surveys are a valuable tool for gathering information from customers, employees, and potential attendees of events. And while there are many different use cases for surveys in the IT industry, the five examples given here demonstrate just how versatile this tool can be.
So if you’re looking for ways to improve customer satisfaction, obtain feedback about your product, understand your target market, gain insights from your employees, or plan a successful event, consider using surveys.
