IT Service Desk CSAT
Average employee satisfaction score for IT support interactions
What is IT Service Desk CSAT?
IT service desk customer satisfaction score (CSAT) is the average rating employees give to the help they received from the IT service desk. It shows how well the service supports people.
A responsive, helpful service desk keeps people productive, so satisfaction reflects the quality of everyday IT support.
How this KPI is measured
- Function
- Information Technology
- Sub-function
- Service Management
- Industry
- All Industries
- Type
- Lagging
- Impact
- Quality
- Unit
- score (1–5)
- Measurement frequency
- Monthly
- Formula
- Sum of satisfaction scores / Number of survey responses
How to calculate it
Add up the satisfaction scores and divide by the number of survey responses.
For example, if 400 responses total 1,760 out of 5, the average is 4.4.
Send a short survey when a ticket closes, use the same scale each time, and read the comments for reasons behind low scores.
Where it is used
Improving service
Find what frustrates users.
Coaching agents
Share good practice.
Reporting to the business
Show service quality.
How to improve it
Tips and common mistakes
- Response rates can be low. Keep the survey short.
- Look at the comments as well as the score.
- Compare by ticket type.
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