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End User
eSurvey
The Micromation End User eSurvey is designed to help IT organizations of any
size gain valuable information from Users in a distributed IT environment.
It’s a report card on how your IT model impacts your User base.
Through your User's feedback, learn how and where to improve service levels
and manage the hidden cost of computing. The End User eSurvey is used to
gather the information required to calculate the hidden cost of computing
and customer satisfaction levels.
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Features: 
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This powerful and flexible service provides
the following features:
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Collects hidden cost, service level, and
performance metrics data and determines the hidden cost of computing
which is a key performance indicator of IT effectiveness. |
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Highlights actions you may take to
reduce hidden costs, increase user productivity and
improve customer satisfaction. |
The following examples provide potential uses
of the data provided:
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Learn how your Users use their computer
systems including frequency, proficiency, back-ups, application
development and training. |
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Discover where your Users really get their
support including first and best source, how often, how long it takes to
resolve issues, and how much time they spend supporting others. |
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See what your Users are experiencing in
terms of system, application and network reliability. |
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Determine how your Users perceive the
service levels and support that they have been receiving from the help
desk, deskside support and IS communications. |
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Benefits: 
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The End User eSurvey provides the following kinds
of benefits:
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Discover where your Users can increase
their productivity |
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Determine the hidden costs of computing in
your organization |
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Decide if your IT
department is under-resourced |
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Learn how to improve User satisfaction |
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Understand the computing habits of your
Users in order to improve service levels. |
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What
do I get? 
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Telephone/email support during the data collection phase
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Electronic templates to help collect necessary
information
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Softcopy (PDF) findings report
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Teleconference to review findings and outcomes.
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Options: 
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Option 1 (Web Based Survey): Template email
with Web URL address for online survey |
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Option 2 (Email Based Survey): End User
eSurvey form with return email address |
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Option 3 (Paper Based Survey): Hard
copy/mail, postage & handling not included |
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Multiple location reporting |
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Customized reporting |
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Customized web features |
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File: TCO040.htm
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