User survey allows me to gather information I might not otherwise get.

Alain Ducharme was great to work with. The existing Info-Tech survey structure was not robust enough for our needs. Alain is working with his peers to hopefully update the weakness for future surveys.

I was very pleased with the comprehensiveness of the results we got out. Setting up the survey took a little longer than I expected. In retrospect, there are several apps I wish I'd included in the survey that I accidentally left off, which is my biggest regret.

Guided approach is great. Liked having the best practices to go with the before and after discussions.

Best - Gives me new perspectives on application and data benchmarking that the self-developed IT satisfaction surveys conducted in the past lacked. This allows for a more focused and constructive assessment of issues than past surveys have offered. The time and cost estimates provided scope of an approximate level of effort to have added these capabilities to my former survey. Worst - Lost a key data point that my self-developed IT survey tracked, requiring the survey taker to estimate the percentage of their normal work tasks that required IT services to perform. This was extremely useful information to help justify large-scale IT investments in shared infrastructure equipment and risk reduction (in our case, last year 87% of staff used IT services for 50% or more of their job). I urge Info-Tech Research Group to consider including a similar question in future surveys (I'm happy to share my example and results).

Setup was easy, follow-up was helpful. Survey format could have been better (e.g. by not asking questions on applications the client indicates they don't use.)

Best - Excellent summary of information/results. Best - Info-Tech made the process very easy and not time consuming. Worst - Questions being aligned better with our situation/environment. Worst - No Executive Summary to assist with presentation results to non-technical Executive Team.

The best part was the survey combined with the support from Sid Wilson in configuring it, and the analyst call afterwards to walk through the report. The worst aspect of this engagement was the internal coordination, i.e. who to send the survey to for which applications and then having only 1 in 4 complete it.

I don't know how to quantify the value. I can see there was a lot of behind the scenes work being done. I would guess anywhere from a $1k to $3K depending on how many others may have been on the team and what the going rate is for consulting.

This was purely an investigation into the value such a report could provide to my company. I am very satisfied with the quality of the report, but cannot provide any accurate replies to the questions asked above. Best - The willingness of Info-Tech staff to assist; quality of the report. Worst - As with any survey-based data set, the accuracy of the data depends on the number of responses. In my case, I received a limited number of responses which casts doubt on the accuracy of the overall statistics.

Best - This is a very valuable first step in our new IT department making appropriate steps to support the business based on this feedback. It also is educating my management peers on the importance of things like this to the overall IT organization. Info-Tech did an excellent job of assisting and then evaluating the survey. Worst - Not to any blame of Info-Tech but it took a very long time to get the survey out and done from the first time we talked. This was due to ATI delays, but unfortunately it impacted the overall value.

Great information - very timely and professional. Worst - did not have the comparison report at first; had to wait for it to be programmed.

Best experience: turnaround time of final report and summary session. Worst experience: getting the survey question wording correct.

Best - great support from the program manager throughout the entire process. Worst - putting together the application listing for each of the 8 agencies was a logistical challenge, but next year should be smooth. Dollar value estimate is difficult since we have no previous experience conducting a survey of this magnitude.

Your staff is very knowledgeable and responsive. For this particular project I don't see any negatives.

Very useful, detailed, and insightful.

Excellent experience. The results reinforced our impression and the feedback we have received. We can leverage this data when building a case for additional investment in some of our critical business systems.

The worst aspect was that a few users got booted out of the survey when they were in the comments section. I sent the details to Alain. Another problem was that "Share this survey" was tacked on to the end of the survey. Finally, for the ranges of Very Satisfied to Not at all Satisfied, the text was on top of one another so it couldn't be read. It seems that if some QA had been done, this would've been caught and fixed before it was sent to us. The best aspect was working with Alain. He was the utmost professional and very understanding with my questions and schedule changes. Another great aspect was not having to do all of the work of putting together the actual survey. The final analysis was first rate and it was wonderful to see the data graphics to fully appreciate what our customers were saying.

Excellent methodology for evaluating the performance of the IT department; lots of good information reported and analyzed in a wide range of formats; good classification scheme. Maintaining the anonymity of the participants is a challenge and can lead to some distorted results. Overall a very good experience.

Good concept and capable product, but a little too inflexible in configuration.

Great information and insight. I wish there was a way to get more participation.

The setup was slightly confusing at first. Results were very informative, and the follow-up call helped explain the parts that were not immediately understandable.

The analyst was well prepared and able to speak to all aspects of the report. It was easy to follow and informative.