www.surveymonkey.com
Open in
urlscan Pro
18.160.10.68
Public Scan
Submitted URL: https://www.surveymonkey.com/tr/v1/te/akU_2BQc2vAhAsa_2B264x1g6_2FpF_2Fhy3EhxbpxJDHYpYZT3PErDK_2Bf6OjNYOPsqZdKwg8RUYDaBMsPZLX...
Effective URL: https://www.surveymonkey.com/r/?sm=lkPHxmvQBxp_2B78pJeOBKp15xDpE_2BzELVNsoAOnuRXHpapOL9pZcLLkKvw2p4qOp3
Submission: On October 08 via api from QA — Scanned from CA
Effective URL: https://www.surveymonkey.com/r/?sm=lkPHxmvQBxp_2B78pJeOBKp15xDpE_2BzELVNsoAOnuRXHpapOL9pZcLLkKvw2p4qOp3
Submission: On October 08 via api from QA — Scanned from CA
Form analysis 1 forms found in the DOM
Name: surveyForm — POST
<form name="surveyForm" action="" method="post" enctype="multipart/form-data" novalidate="" data-survey-page-form="">
<div class="questions clearfix">
<div class="question-row clearfix
">
<div data-question-type="open_ended_numerical" data-rq-question-type="open_ended" class="question-container
">
<div id="question-field-205359683" data-qnumber="1" data-qdispnumber="1" data-question-id="205359683" class=" question-numerical qn question numerical question-required">
<h3 class="screenreader-only">Question Title</h3>
<div class="text-input-group question-fieldset question-legend">
<h4 id="question-title-205359683" class=" question-title-container ">
<span class="required-asterisk notranslate"> * </span>
<span class="user-generated notranslate
">
<strong>How many employees do you currently have for each of these categories?</strong></span>
</h4>
<div class="question-body clearfix notranslate ">
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411722" style="width:20%;"> Level 1 Support Technicians: </label><input id="205359683_1474411722" name="205359683_1474411722" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411723" style="width:20%;"> Level 2 Support Technicians: </label><input id="205359683_1474411723" name="205359683_1474411723" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411724" style="width:20%;"> Level 3 Support Technicians: </label><input id="205359683_1474411724" name="205359683_1474411724" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411725" style="width:20%;"> MSP-Employed Support Technicians: </label><input id="205359683_1474411725" name="205359683_1474411725" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411726" style="width:20%;"> Desktop engineers: </label><input id="205359683_1474411726" name="205359683_1474411726" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411727" style="width:20%;"> Data Engineers: </label><input id="205359683_1474411727" name="205359683_1474411727" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411728" style="width:20%;"> Data Scientists: </label><input id="205359683_1474411728" name="205359683_1474411728" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205359683_1474411729" style="width:20%;"> Infrastructure Engineers: </label><input id="205359683_1474411729" name="205359683_1474411729" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
</div>
</div>
</div>
</div>
</div>
<div class="question-row clearfix
">
<div data-question-type="open_ended_numerical" data-rq-question-type="open_ended" class="question-container
">
<div id="question-field-205363772" data-qnumber="2" data-qdispnumber="2" data-question-id="205363772" class=" question-numerical qn question numerical question-required">
<h3 class="screenreader-only">Question Title</h3>
<div class="text-input-group question-fieldset question-legend">
<h4 id="question-title-205363772" class=" question-title-container ">
<span class="required-asterisk notranslate"> * </span>
<span class="user-generated notranslate
">
<strong>For IT Incident tickets only: Please provide your current metrics for all that apply:</strong></span>
</h4>
<div class="question-body clearfix notranslate ">
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205363772_1474438525" style="width:20%;"> Mean Time to Resolve (MTTR) in minutes </label><input id="205363772_1474438525" name="205363772_1474438525" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205363772_1474438526" style="width:20%;"> Average Number of Incident Tickets Resolved per Technician/Analyst per month </label><input id="205363772_1474438526"
name="205363772_1474438526" type="tel" class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205363772_1474438527" style="width:20%;"> First Contact Resolution Rate (FCRR)% </label><input id="205363772_1474438527" name="205363772_1474438527" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205363772_1474438528" style="width:20%;"> First Level Resolution Rate (FLRR) % </label><input id="205363772_1474438528" name="205363772_1474438528" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
</div>
</div>
</div>
</div>
</div>
<div class="question-row clearfix
">
<div data-question-type="open_ended_numerical" data-rq-question-type="open_ended" class="question-container
">
<div id="question-field-205377204" data-qnumber="3" data-qdispnumber="3" data-question-id="205377204" class=" question-numerical qn question numerical question-required">
<h3 class="screenreader-only">Question Title</h3>
<div class="text-input-group question-fieldset question-legend">
<h4 id="question-title-205377204" class=" question-title-container ">
<span class="required-asterisk notranslate"> * </span>
<span class="user-generated notranslate
">
<strong>For All IT tickets:</strong></span>
</h4>
<div class="question-body clearfix notranslate ">
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205377204_1474529860" style="width:20%;"> Average Time to Respond (TTR) in minutes </label><input id="205377204_1474529860" name="205377204_1474529860"
type="tel" class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205377204_1474529861" style="width:20%;"> Average Handle Time (AHT) in minutes </label><input id="205377204_1474529861" name="205377204_1474529861" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205377204_1474529862" style="width:20%;"> Fully-Burdened Cost per Ticket (in USD) $ </label><input id="205377204_1474529862" name="205377204_1474529862"
type="tel" class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
</div>
</div>
</div>
</div>
</div>
<div class="question-row clearfix
">
<div data-question-type="open_ended_numerical" data-rq-question-type="open_ended" class="question-container
">
<div id="question-field-205377563" data-qnumber="4" data-qdispnumber="4" data-question-id="205377563" class=" question-numerical qn question numerical question-required">
<h3 class="screenreader-only">Question Title</h3>
<div class="text-input-group question-fieldset question-legend">
<h4 id="question-title-205377563" class=" question-title-container ">
<span class="required-asterisk notranslate"> * </span>
<span class="user-generated notranslate
">
<strong>How many incident tickets are opened per month?</strong></span>
</h4>
<div class="question-body clearfix notranslate ">
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205377563_1474532187" style="width:20%;"> On average </label><input id="205377563_1474532187" name="205377563_1474532187" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205377563_1485588965" style="width:20%;"> How many are escalated to Level 2? </label><input id="205377563_1485588965" name="205377563_1485588965" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205377563_1474532188" style="width:20%;"> How many are escalated to Level 3? </label><input id="205377563_1474532188" name="205377563_1474532188" type="tel"
class="text" maxlength="20000" size="50" data-sm-open-single="">
</div>
</div>
</div>
</div>
</div>
</div>
<div class="question-row clearfix
">
<div data-question-type="open_ended_numerical" data-rq-question-type="open_ended" class="question-container
">
<div id="question-field-205378333" data-qnumber="5" data-qdispnumber="5" data-question-id="205378333" class=" question-numerical qn question numerical">
<h3 class="screenreader-only">Question Title</h3>
<div class="text-input-group question-fieldset question-legend">
<h4 id="question-title-205378333" class=" question-title-container ">
<span class="required-asterisk notranslate"> * </span>
<span class="user-generated notranslate
">
<strong>What percentage of incident tickets are resolved at each level of support?</strong></span>
</h4>
<div class="question-body clearfix notranslate ">
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205378333_1474537732" style="width:20%;"> Level 0 (self-help) % </label><input id="205378333_1474537732" name="205378333_1474537732" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205378333_1474537733" style="width:20%;"> Level 1 % </label><input id="205378333_1474537733" name="205378333_1474537733" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205378333_1474537734" style="width:20%;"> Level 2% </label><input id="205378333_1474537734" name="205378333_1474537734" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
<div class="text-input-container clearfix">
<label class="question-body-font-theme answer-label user-generated " for="205378333_1474537735" style="width:20%;"> Level 3% </label><input id="205378333_1474537735" name="205378333_1474537735" type="tel" class="text"
maxlength="20000" size="50" data-sm-open-single="">
</div>
</div>
</div>
</div>
</div>
</div>
<div class="question-row clearfix
">
<div data-question-type="single_choice_vertical_two_col" data-rq-question-type="single_choice_vertical_two_col" class="question-container
">
<div id="question-field-205378334" data-qnumber="6" data-qdispnumber="6" data-question-id="205378334" class=" question-single-choice-radio qn question vertical_two_col">
<h3 class="screenreader-only">Question Title</h3>
<fieldset class=" question-fieldset" data-radio-button-group="">
<legend class="question-legend">
<h4 id="question-title-205378334" class="
question-title-container ">
<span class="required-asterisk notranslate"> * </span>
<span class="user-generated notranslate
">
<strong>Do you currently use a Managed Service Provider (MSP)?</strong></span>
</h4>
</legend>
<div class="question-body clearfix notranslate ">
<div class="answer-option-col
answer-option-col-2">
<div class="answer-option-cell" data-answer-id="1474537736">
<div data-sm-radio-button="" class="radio-button-container " aria-labelledby="question-title-205378334">
<input id="205378334_1474537736" aria-labelledby="205378334_1474537736_label" name="205378334" type="radio" role="radio" class="radio-button-input " value="1474537736" aria-checked="false">
<label data-sm-radio-button-label="" id="205378334_1474537736_label" class="answer-label radio-button-label no-touch touch-sensitive clearfix" for="205378334_1474537736">
<span class="radio-button-display ">
</span>
<span class="radio-button-label-text question-body-font-theme user-generated "> Yes </span>
</label>
</div>
</div>
</div>
<div class="answer-option-col
answer-option-col-2">
<div class="answer-option-cell" data-answer-id="1474537737">
<div data-sm-radio-button="" class="radio-button-container " aria-labelledby="question-title-205378334">
<input id="205378334_1474537737" aria-labelledby="205378334_1474537737_label" name="205378334" type="radio" role="radio" class="radio-button-input " value="1474537737" aria-checked="false">
<label data-sm-radio-button-label="" id="205378334_1474537737_label" class="answer-label radio-button-label no-touch touch-sensitive clearfix" for="205378334_1474537737">
<span class="radio-button-display ">
</span>
<span class="radio-button-label-text question-body-font-theme user-generated "> No </span>
</label>
</div>
</div>
</div>
</div>
</fieldset>
</div>
</div>
</div>
</div>
<div class="survey-submit-actions center-text clearfix">
<button type="submit" data-submit-page-button="" class="btn small next-button survey-page-button user-generated notranslate"> Next </button>
</div>
<input type="hidden" id="survey_data" name="survey_data"
value="c0BEbA7iDy16YeLYMbA3PBT5bPbYsOiR0T2zG9ClbUwFCKJB3738Z_2Frw8PT_2Fxz0LvAqiMVON4KzuhVZpMKKEk_2BnIi1pTbjAYPp5uFVaws0FTZxU2jgkPmWn0fslDSkoNNYr1zhbLpdUON_2BqFoUoJYzpuQ_2F9hIa_2Byj5Qq7rEds4IheosTdAO2qLDAz6DM2FzBw09olT_2FKHCiRjqDKYgb6m7AcWzEVbOOerI82aBZrexhYUuB2qVskv3MtLp0vNx4I54iKrYqZyu_2F24hr0Hz_2FpChCKlHw0d3AVEgbDMu1zaxZoTRfl0OsRJL_2BnJXwF0G74d97El7nRIpQeN6ZGctuKgDG9pSxuIWzzLJCkUu3Cl7lPssgVAve9GLn6nPmWqLbaGrbVHhwzTiWgAK1nuzql508RtrEDOWUygf00nUlsJHmKSQ1u8x2n4GIuFgVljdHusAgYe9B2pUusNPMsnuSg7H8nHsplhsldqYsjE32YQ6B3xFCSbywMPLLXnvj3WZfRN6B3xQV_2FOIwhd87e1HMVy8V4pIhMidgL5GAYNCBfinJ5M4Qbl2r4wtW3pgqFynoFjTLoqOXmqpfDEwvwSO_2FjG3hRf3hR2QonAjj0Mlu5pFw_3D">
<input type="hidden" data-response-quality="" id="response_quality_data" name="response_quality_data" value="{}">
<input type="hidden" id="is_previous" name="is_previous" value="false">
<input type="hidden" id="disable_survey_buttons_on_submit" name="disable_survey_buttons_on_submit" value="">
</form>Text Content
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 Powered by See how easy it is to create surveys and forms. Privacy & Cookie Notice Javascript is required for this site to function, please enable.