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

2. 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
Info-Tech Research Group

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

4. 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 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 s or messages are good for issues that impact the entire organization, but if end users consistently get s regarding issues that aren’t pertinent to them, they will start ignoring all communications sent out from IT.
Avoid s 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 s 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

5. 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.

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

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

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Info-Tech Research Group