# Internal IT helpdesk survey

Find friction between a request and a usable solution.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Did the provided fix let you resume your task?

Answer: ____________________

## 2. How clear were the instructions?

Answer: ____________________

## 3. What information did you have to provide more than once?

Answer: ____________________

## 4. Did the fix address the same task you originally reported?

Answer: ____________________

## 5. What instruction could have reduced the need for another request?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Check whether the original work task became usable after the fix. An account working again is insufficient if the task that prompted the request remains blocked.
2. Locate the instruction that prevented applying the proposed fix so the helpdesk can clarify it. Separate wording problems from missing permissions or unsupported environments.
3. Identify repeated context requests across the same support issue. Improve the handoff of relevant information without asking respondents to reproduce secrets or confidential incident records.
4. Compare the task addressed by the fix with the task originally reported. Investigate a mismatch before counting technical success on another task as resolution.
5. Find information that would have enabled the first request or recovery attempt to succeed. Add a targeted instruction rather than assume every repeat contact was avoidable.

Interpretation caution: Do not collect device secrets or confidential incident details in comments.


## Illustrative finding and follow-up

Observation: Illustrative users can log in again but remain unable to perform the task that prompted the request.

Action to test: Verify the original task rather than using login success as the only resolution signal.

Follow-up: After testing the action, revisit this original observation: Illustrative users can log in again but remain unable to perform the task that prompted the request. 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.