Can I collect PHI in a survey?

You may collect PHI only if necessary, and only after executing a Business Associate Agreement (BAA) with the platform and implementing HIPAA safeguards (45 CFR §164.502). Limit free-text PHI and apply strict access controls.

Is an electronic signature legally valid?

Yes—electronic signatures are enforceable under the ESIGN Act (15 U.S.C. §§7001–7006) and UETA where adopted, provided intent, consent, attribution, and retention requirements are met.

Do survey responses need notarization?

Notarization is rarely required for feedback surveys. Only use notarization or RON where a signed statement has independent legal effect and state rules require it.

How should I authenticate respondents?

Use email verification or SMS codes for basic attribution; increase authentication (KBA or multi-factor) when responses carry legal or regulatory significance.

How long must I retain completed surveys?

Retention depends on content: general survey responses can be retained for at least 3 years; healthcare responses require 6 years (45 CFR §164.530(j)); financial records tied to tax filings follow IRS rules (IRC §6501(a)).

What if response rates are low?

Low response rates reduce statistical reliability. Increase outreach, shorten the survey, send a single reminder, and consider incentives while preserving anonymity and privacy requirements.

Electronic Signature
Templates
Miscellaneous
IT Services Feedback Survey

IT Services Feedback Survey

This template is fully customizable. Edit the text, fill out the fields, and send it for signature. Give it a try!

IT SERVICES FEEDBACK SURVEY AND PARTICIPATION AGREEMENT

Parties

Service Provider (Organization): Survey Administrator / Contact: Participant (Respondent):

WHEREAS

WHEREAS, the Service Provider delivers information technology services, support, and advisory functions to the Participant and/or Participant's organization in the ordinary course of business; and

WHEREAS, the Service Provider seeks to obtain feedback to evaluate the quality, timeliness, and effectiveness of IT services provided and to identify opportunities for improvement; and

WHEREAS, the Participant agrees to provide candid feedback in exchange for any specified participation consideration and acknowledges certain confidentiality and use provisions set forth in this document.

Scope of Work

The scope of this engagement consists of the Participant completing the IT Services Feedback Survey and participating in follow-up clarification if reasonably requested by the Service Provider. The Participant will provide responses to the questions below, describe specific incidents or interactions, and may provide supporting documents where appropriate.

Detailed description of the specific services or incidents being evaluated (if applicable):

Payment Terms

In consideration for completing the survey and any reasonable follow-up, the Participant shall receive the compensation described below. Payment will be subject to verification of participation and may be withheld for incomplete or fraudulent responses.

Incentive Amount: Payment Schedule / Method: Late Payment Fee:

Term and Termination

This Participation Agreement commences on Start Date: and continues until End Date: , unless earlier terminated in accordance with this section.

Either party may terminate this Participation Agreement for any reason upon providing written notice to the other party at least days prior to the effective termination date. Termination does not relieve either party of obligations incurred prior to termination.

Confidentiality

All information exchanged in the course of this survey that is identified as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure shall be held in confidence by the receiving party. The Service Provider may aggregate and anonymize Participant responses for internal reporting and service improvement; however, any personally identifying information will not be disclosed externally without express written consent unless required by law.

Participant acknowledges confidentiality clause:

I acknowledge and agree to the confidentiality provisions set forth above.

Governing Law

This Participation Agreement and any dispute arising out of or relating to it shall be governed by and construed in accordance with the laws of the state of , without regard to conflict of laws principles.

Entire Agreement

This Participation Agreement constitutes the entire agreement between the Service Provider and Participant with respect to the subject matter hereof and supersedes all prior discussions, understandings, and agreements. Any amendment must be in writing and signed by both parties.

Survey — Respondent Information

Respondent Name: Organization / Department: Contact Email:

Date of Service / Interaction:

Survey Questions

1. Which IT services were involved in the interaction? (Select all that apply)

Infrastructure / Network Support
Software Development / Customization
Cybersecurity / Compliance
Helpdesk / End-User Support
Cloud Services / Hosting
Other:

2. Overall satisfaction with the service provided:

1 2 3 4 5 (1 = Very dissatisfied; 5 = Very satisfied)

3. Timeliness of response/resolution:

1 2 3 4 5

4. Quality and professionalism of staff:

1 2 3 4 5

5. Describe the primary strengths of the service interaction: 6. Describe any issues, deficiencies, or opportunities for improvement:

7. Would you be willing to be contacted for follow-up clarifying questions?

Yes
No

Acknowledgement

By signing below, the Participant confirms that responses are truthful to the best of their knowledge, consents to the terms of this Participation Agreement, and authorizes the Service Provider to use the feedback in accordance with the confidentiality and use provisions herein.

Service Provider (Print Name):

By:

Date:

Participant (Print Name):

By:

Date:

Overview of the IT Services Feedback Survey

An IT Services Feedback Survey is a structured questionnaire used to collect end-user input on IT support, incident resolution, system performance, and overall satisfaction. Organizations use the survey to measure service quality, identify recurring issues, prioritize improvements, and validate SLAs. Responses can be quantitative (likert scales, ratings) and qualitative (open comments) and are typically aggregated for trend analysis, root-cause investigation, and stakeholder reporting. The survey is suitable for internal IT teams, managed service providers, and vendor performance reviews where clear, auditable feedback supports operational change and continuous improvement.

Why collecting structured IT feedback matters

A well-designed IT Services Feedback Survey turns anecdotal complaints into measurable data, enabling objective prioritization and accountability.

Who typically completes and reviews these surveys

Surveys are completed by end users, IT support staff, procurement teams, and vendor managers depending on the workflow and audience.

End users — Employees or customers who received IT support, providing experience-based ratings and comments.
IT support teams — Use responses to validate troubleshooting quality and measure resolution effectiveness over time.
Vendor or procurement teams — Evaluate third-party performance against contract SLAs and identify remediation needs.

Aggregated results are reviewed by IT leadership and stakeholders to inform process changes and contract decisions.

Stepwise process to collect and act on feedback

Use a consistent, repeatable sequence to launch the survey, collect responses, analyze results, and close the loop with respondents.

01

Prepare: Define scope and target audience.
02

Distribute: Send via email or ticketing link.
03

Collect: Monitor responses and send reminders.
04

Analyze: Aggregate scores and identify trends.

Typical online survey configuration options

Configure digital workflow settings to reduce friction and ensure data quality when sending the IT Services Feedback Survey.

Field	Configuration
Auto-recognition	Enable magic fields to prefill known respondent data.
Authentication	Use email links or SMS code for signer attribution.
Conditional Logic	Show follow-up questions only when needed.
Integrations	Push results to ticketing systems and BI tools.

Common routing and submission destinations

Map where completed surveys should flow so data lands with the right owners and in the right systems.

Ticketing System: Attach survey link to the closed ticket record.
Vendor Portal: Send vendor-specific feedback for SLA review.
Analytics Platform: Stream responses to BI dashboards.
Archived Repository: Store signed survey snapshots for audits.

Delivery channels and platform considerations

Choose platforms and formats that match respondent habits and compliance needs.

Email: Widespread; supports one-click links and prefill.
Ticketing Link: Embedded in support closure notifications.
Mobile: Optimize UI for small screens and touch signing.

Integrations with CRM, ticketing, and cloud storage streamline processing and centralize records for reporting and audits.

Typical timing expectations for survey cycles

Set and communicate clear timeframes for response collection, analysis, and reporting to manage expectations.

Response Window:

Commonly 7–14 days after service closure.

Reminder Cadence:

Send one reminder at 3–5 days mid-window.

Analysis Turnaround:

Preliminary results in 7–14 days after close.

Executive Reporting:

Consolidated report quarterly or monthly.

Retention Start:

Retention clock begins on survey completion date.

Key milestones from launch to closure

A sequential milestone view helps coordinate launch tasks and stakeholder notifications.

01

Survey Launch

Send invitations and confirm tracking are active.

02

Midpoint Reminder

Issue a single polite reminder to nonrespondents.

03

Collection Close

Stop accepting responses and prepare data export.

04

Results Delivery

Publish findings to stakeholders and update action log.

Common pitfalls to avoid when preparing the survey

Unclear questions that confuse respondents and produce unusable data.
Leading or biased phrasing that skews constructive feedback and invalidates comparisons.
Poor authentication allowing anonymous or duplicate responses to distort results.
Inadequate privacy notices when collecting potentially sensitive information like PHI or student data.

Risks and compliance exposures to watch for

HIPAA exposure: Risk if PHI collected without a BAA or safeguards.

FERPA risk: Student data requires authorized consent before sharing.

Data breach: Poor storage or access controls increase breach risk.

Analytic bias: Low or skewed response rates distort decision making.

Recordkeeping lapse: Failure to retain records may impair audits.

Consumer disclosure: Not providing ESIGN consumer disclosure for electronic records.

Security and compliance checklist for survey data

Encryption: TLS 1.2/1.3 in transit; AES-256 at rest.

Access Controls: Role-based permissions and audit logging enforced.

Audit Trail: Record timestamps, IP addresses, and actions.

BAA Availability: Execute a BAA before collecting PHI.

Data Export: Secure CSV/PDF exports with restricted access.

Accessibility: Provide WCAG-compliant survey interfaces.

eSignature vendor pricing snapshot for survey workflows

Compare starting price and core capabilities relevant to high-volume survey distribution and secure recordkeeping.

	signNow	DocuSign	Adobe Sign	PandaDoc	HelloSign
Starting Price	$8/user/mo	$15/user/mo	$14/user/mo	$19/user/mo	$15/user/mo
Free Trial	7-day trial	Varies	Varies	Varies	Varies
Bulk Send	Yes	Yes	Yes	Yes	No
Audit Trail	Yes	Yes	Yes	Yes	Yes

Real examples of digitized feedback in practice

These examples illustrate how organizations used digital signing and surveys to streamline feedback and resolution tracking.

Optica Ventures

Optica streamlined customer feedback collection using online forms and signatures to validate responses.

The change cut manual follow-up steps.
As a result, Optica improved traceability between support incidents and corrective actions, enabling faster vendor remediation and clearer SLA metrics for stakeholders.

Martin Properties

Martin Properties moved tenant IT issue surveys online to reduce paper handling.

Tenants responded faster.
The company reported more consistent issue classification, faster assignment to field teams, and a documented audit trail that supported lease and maintenance reporting.

Best practices for reliable and actionable survey results

Apply these practices to design, distribution, and analysis to maximize response quality and legal defensibility.

Design concise questions

Limit the survey to the minimum number of focused questions to reduce respondent fatigue; prefer numeric scales for quantitative comparison and reserve one targeted open question for qualitative context.

Standardize fields

Use standardized identifiers (ticket ID, department codes) and dropdowns where possible to prevent free-text variation that complicates aggregation and downstream analysis.

Protect sensitive data

Avoid collecting PHI unless essential; when PHI is required, ensure a BAA is executed, store data encrypted, and restrict access to authorized reviewers only.

Close the loop

Publish summary results to stakeholders, track remediation tasks against feedback, and communicate remedial actions to respondents when appropriate to demonstrate accountability.

Who may sign or approve survey-related documents

IT Manager

The IT manager or director typically approves survey content, distribution lists, and reports. They are responsible for ensuring the survey aligns with operational goals and that any requisite privacy safeguards are in place.

Vendor Authorized Representative

For vendor-managed services, a designated vendor representative may acknowledge receipt of aggregated feedback and sign any service improvement plans or corrective action agreements under the vendor contract.

Frequently asked questions about the IT Services Feedback Survey

Answers to common implementation, compliance, and distribution questions to help avoid delays and legal exposure.

Need help? Contact support

Can I collect PHI in a survey?
You may collect PHI only if necessary, and only after executing a Business Associate Agreement (BAA) with the platform and implementing HIPAA safeguards (45 CFR §164.502). Limit free-text PHI and apply strict access controls.
Is an electronic signature legally valid?
Yes—electronic signatures are enforceable under the ESIGN Act (15 U.S.C. §§7001–7006) and UETA where adopted, provided intent, consent, attribution, and retention requirements are met.
Do survey responses need notarization?
Notarization is rarely required for feedback surveys. Only use notarization or RON where a signed statement has independent legal effect and state rules require it.
How should I authenticate respondents?
Use email verification or SMS codes for basic attribution; increase authentication (KBA or multi-factor) when responses carry legal or regulatory significance.
How long must I retain completed surveys?
Retention depends on content: general survey responses can be retained for at least 3 years; healthcare responses require 6 years (45 CFR §164.530(j)); financial records tied to tax filings follow IRS rules (IRC §6501(a)).
What if response rates are low?
Low response rates reduce statistical reliability. Increase outreach, shorten the survey, send a single reminder, and consider incentives while preserving anonymity and privacy requirements.

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