ITS Survey Development & Distribution

ITS Survey Development, Approvals & Reporting

Client opinions are important to ITS. Yale has a license to use a comprehensive web-based survey tool that is flexible and easy to navigate. Instructions how to use Qualtrics are available on the Qualtrics University how-to page or you may view a tutorial.

Additionally, to improve customer satisfaction, ITS provides a survey link in the resolution email clients receive from ServiceNow to gain a better understanding of customer satisfaction concerning computer-support-related interactions.

To request assistance with development of an ITS survey or to request review of and approval to send an ITS survey:

  1. Submit a ServiceNow request by clicking “Create New” under “Incident,” and assign to Business Service “IT Strategy and Management > IT Survey Development and Distribution > IT Survey Development and Distribution.” Choose the appropriate category for your request (if uncertain which to choose, choose “Scheduling and Support”).
  2. Provide a brief overview following details about your survey in the ServiceNow request:
  • Service being surveyed
  • Proposed survey recipients (who and how many)
  • Timeline

List proposed questions or preview of any survey in Qualtrics.

Request will reach the ITS Communications team, and will be assigned to the appropriate person who will follow up with you about crafting the survey.

Note: Additional approval must be obtained for sending out large surveys to the Yale community.

To request a report of ITS survey data

Submit a ServiceNow request by clicking “Create New” under “Incident,” and assign to Business Service “IT Strategy and Management > IT Survey Development and Distribution > IT Survey Development and Distribution.” Choose the appropriate category for your request (if uncertain which to choose, choose “Scheduling and Support”).

Include the following details in the ServiceNow request:

  • Details of data request
  • When you need the report

Your preferred format for the report (i.e. Excel, PDF, Powerpoint, or Word).

Request will reach the ITS Communications team, and will be assigned to the appropriate person who will follow up with you about the survey data report.