Welcome to the survey. It shouldn’t take more than fifteen minutes to complete. Question Title * How many employees do you currently have for each of these categories? Level 1 Support Technicians: Level 2 Support Technicians: Level 3 Support Technicians: MSP-Employed Support Technicians: Desktop engineers: Data Engineers: Data Scientists: Infrastructure Engineers: Question Title * For IT Incident tickets only: Please provide your current metrics for all that apply: Mean Time to Resolve (MTTR) in minutes Average Number of Incident Tickets Resolved per Technician/Analyst per month First Contact Resolution Rate (FCRR)% First Level Resolution Rate (FLRR) % Question Title * For All IT tickets: Average Time to Respond (TTR) in minutes Average Handle Time (AHT) in minutes Fully-Burdened Cost per Ticket (in USD) $ Question Title * How many incident tickets are opened per month? On average How many are escalated to Level 2? How many are escalated to Level 3? Question Title * What percentage of incident tickets are resolved at each level of support? Level 0 (self-help) % Level 1 % Level 2% Level 3% Question Title * Do you currently use a Managed Service Provider (MSP)? Yes No Next
