If you support internal users at your organization, you need to know what they think of your service. Customer satisfaction surveys are indispensable for identifying problem areas and documenting excellent service to upper management. If you already have a survey process in place, consider the following functionality to enhance it. And if you aren't getting feedback from your users, it's never too late to start.
I've created a survey system that uses custom Outlook forms published to the Exchange Organizational Forms Library so that all users can open and view the forms. If you can't get publishing access to this library, you'll have to look for an alternative process. Also note that these forms are available only in Outlook; Outlook Web Access (OWA) or other email programs can't see the forms.
I chose Outlook as my survey-distribution method to improve response rate. I've participated in various survey methods over the years, including calling users directly and sending them to Web forms. And I've found that people are more likely to respond to a survey if it's easy for them to participate. This solution presents users with a single form and gives them convenient multiple-choice selections. Since I've been running this system, my organization has sent out 2391 surveys and received 1194 responses, which represents a response rate just shy of 50 percent. When we directed users to a Web form, we were lucky to see response rates of 20 percent to 35 percent. I hope you'll experience as much success with this system as I have. . . .
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