Service Quality Assessment


An online assessment that reports the satisfaction of the ICT service users.



Problem to solve

By assessing the quality of your ICT service you’ll gain evidence to support managerial decisions. For instance, can we justify a re-prioritisation?

You’ll also learn how your organisation compares to other participating organisations. This creates a bigger picture that helps you understand how successful you really are.

Within your license period you may carry out an unlimited number of assessments i.e. assess by time or by staffing groups.


  • 100% online

  • Complete at your own pace with a save for later option.

  • Instant downloadable reports.  

  • Unlimited uses.

  • Quickly puts you in a position to make immediate improvements and plan for ongoing optimisation.

  • The service can be an input to strategy reviews.



90 days’ access to the assessment is $750.

For the price of this assessment as part of a shared service please request a quote.

The rural offer is available until 31st December.

  Corporate members

One or more members

All others
90 day access $712.50 $750.00 $1050.00
90 day access + BUS workshop $945.25 $995.00 $1393.00
90 day access - Rural offer $475.00 $500.00 $700.00


The report covers 8 satisfaction drivers:

  1. Service delivery support

  2. Trusted ICT management

  3. Effective communications

  4. Systems’ fitness for purpose

  5. Appropriate training

  6. Efficient first line support

  7. Effective support staff

  8. Reliability

View a sample report



With every assessment there is a unique participant invite url, which is to be sent to your ICT users. We have included a suggested email template or you may create your own.

The survey itself has 18 questions (1 extra for managers) which should take no longer than 10 minutes to complete.

Your report is instantly updated, in real time, with every answer received. You can monitor the report’s progress as your ICT users complete the survey.


In house skills required

You will need access to

  • Email directory

  • Bulk email tool


Request a Quote