End-user satisfaction with IT can be measured by the perception of IT in two broad categories. Info-Tech classifies the relationship type based on survey satisfaction scores in:
- IT services provided to the end user (support, capacity, availability, reliability)
- IT communications with the end user (communications, projects, changes)
Most IT organizations have difficulty in one of these two categories, but some will struggle with both. In all cases, there is a need to prioritize for immediate, cost effective improvement to save the relationship and allow time for longer term repairs.