I've seen various questions proposed for soliciting feedback on incident resolution. Examples include:
- Did we fix your issue?
- Were you happy with the service we provided?
- Did this resolution help?
In the context of Help Desk feedback, which probably provides the best indicator of overall quality of service?
I would tend toward #1, but that is partially answered by how often users re-open the ticket (using a ticket survey makes this more reliably though, because this helps avoid them creating duplicate requests for an unsolved issue).
Number 2 is a good overall happiness metric, since few users will be pleased by a wrong answer, and a right answer delivered unpleasantly is still something that needs to be addressed.
The last covers the common cases where you direct users to the correct department (IT can't fix your payroll issue, but HR can at x123). It was helpful, but did not fix their problem. But it also seems a wishy-washy question.
Can someone point me to any literature on the subject of one-question Help Desk metrics?