Set the decision
Write down the decision you want this questionnaire to support: help employees find the right service and request path.
Operations and internal services / Survey guide
Operations and internal services · Practical field guide
Internal service catalog feedback survey
Help employees find the right service and request path.
Opens product registration. Example questions are not imported automatically.
FOLLOW THE FEEDBACK
- Understand the context
Could you find the service you needed?
- Investigate the friction
Was the request owner clear?
- Choose a next check
Was the next request step clear after finding the service?
A planning aid, not automated analysis of your answers.
From question to next step
Make the feedback useful.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. Do not treat a catalog search as a completed service request.
Choose an action
Link the service description to the supported request path and explain unfamiliar terms.
Read the answers carefully
What the answers cannot tell you.
Do not treat a catalog search as a completed service request.
Example employees find a matching service but cannot identify its request form or owner. This is an illustrative interpretation problem rather than a real customer result. Link the service description to the supported request path and explain unfamiliar terms.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Example employees find a matching service but cannot identify its request form or owner.
Choose an action to test
Link the service description to the supported request path and explain unfamiliar terms.
Check the experience again
After testing the action, revisit this original observation: Example employees find a matching service but cannot identify its request form or owner. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
A useful starting point
A questionnaire for internal service catalog.
Help employees find the right service and request path. Choose the questions that fit the experience you are investigating; avoid asking people to evaluate a step they did not encounter.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
Could you find the service you needed?
Identify whether the needed service could be located using the requester's own task description. Improve labels and navigation before assuming the service itself is unavailable.
Was the request owner clear?
Check whether finding a service also reveals the team responsible for the request. Clarify ownership rather than send users between departments with overlapping descriptions.
Which service description was missing or confusing?
Locate a missing explanation that prevents choosing the appropriate service. Revise the description with its actual scope and exclusions instead of adding unsupported coverage claims.
Which description used unfamiliar internal terminology?
Identify internal terms that requesters do not connect with their task. Add recognizable task language while preserving distinctions that matter to the service's actual scope.
Was the next request step clear after finding the service?
Check whether the catalog leads to an understandable request action after discovery. Repair the route or prerequisite explanation rather than count page views as successful requests.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. Could you find the service you needed? Was the request owner clear? Which service description was missing or confusing? Which description used unfamiliar internal terminology? Was the next request step clear after finding the service?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Before you send it
Check what your wording assumes.
Would you agree that internal service catalog feedback was a completely positive experience?
Could you find the service you needed?
The initial wording assumes a positive evaluation. The revised question asks about the actual situation so a respondent can describe difficulty, uncertainty, or a different experience.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| Could you find the service you needed? | Short open text | Let people explain the experience in their own words. Review this answer for: could you find the service you needed. |
| Was the request owner clear? | Short open text | Let people explain the experience in their own words. Review this answer for: was the request owner clear. |
| Which service description was missing or confusing? | Short open text | Let people explain the experience in their own words. Review this answer for: which service description was missing or confusing. |
| Which description used unfamiliar internal terminology? | Short open text | Let people explain the experience in their own words. Review this answer for: which description used unfamiliar internal terminology. |
| Was the next request step clear after finding the service? | Short open text | Let people explain the experience in their own words. Review this answer for: was the next request step clear after finding the service. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Before you send it
Questions, answered.
What should I learn from this internal service catalog questionnaire?
Help employees find the right service and request path. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
How should I interpret answers to “Was the request owner clear?”?
Read this answer for the concrete issue behind the response. Do not treat a catalog search as a completed service request. Compare specific explanations instead of reducing every response to one average.
What would a practical next action look like?
Link the service description to the supported request path and explain unfamiliar terms. This is an example action to investigate, not a guaranteed improvement.
When should I send this questionnaire?
Ask after respondents have experienced the specific situation in the first prompt: “Could you find the service you needed?” Allow enough time after a proposed change for people to experience it before repeating the questionnaire.
What should I check after changing the process?
After testing the action, revisit this original observation: Example employees find a matching service but cannot identify its request form or owner. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Can I use these questions in SurveyTeams?
Copy the questions or download TXT, CSV, JSON, or a Markdown worksheet and adapt them in your own survey. The product CTA opens registration and does not import the example. Verify the features and terms available in your account.
Build with SurveyTeams
Build your own internal service catalog questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
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Opens product registration. Example questions are not imported automatically.
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