Improve IT/Business Relationship April 2011 Info-Tech Research Group

Introduction Key Insights Survey Question Graphs In appreciation for your participation in this survey, we have created this exclusive summary of results. The data you provided is being leveraged in our research. Thank you for your participation. This document has these three main sections: Key Insights Survey Question Graphs Respondent Demographics If you have any questions or concerns please contact: Scott Koopman Panel Coordinator Info-Tech Research Group E-mail: skoopman@infotech.com Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Effectiveness of Communication Don’t focus only on quantity of communication, quality communications are vital for gaining trust Ensure the communications you do send out to the end user contain relevant information Overall Satisfaction Automatic email responses are great for letting the end user know that their issue has been received, but it isn’t always helpful in making them aware of what is happening. Mass emails or messages are good for issues that impact the entire organization, but if end users consistently get emails regarding issues that aren’t pertinent to them, they will start ignoring all communications sent out from IT. Avoid emails loaded with technical jargon. Put messages in language the end user understands and relates to. Focus on how the message will affect them personally. End users will ignore emails loaded with jargon and will view IT as time wasters. N = 179 Low Effectiveness of Communication High Low quality communication is directly related to the level of overall end user satisfaction . Improve the relevance of your communications and boost your end user relationship

Use of Satisfaction Surveys Help improve the volume of end user feedback through satisfaction surveys Overall Satisfaction Overall Satisfaction N = 179 Low Use of Satisfaction Surveys High Low End User Feedback High Having end user satisfaction surveys is no guarantee of success. But it is a mechanism that if used with encouragement & acted upon can help boost end user satisfaction throughout the organization.

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Like This? Want More? Watch your inbox. Within the coming weeks, Info-Tech will be launching several more short surveys that will offer similar results to these. If you participate, you will receive the results for every project you participated in. To ensure you are included or for more information please email Scott Koopman Info-Tech Research Group