The TSIA 2011 Member Technology Survey is NOW OPEN

Today marks the launch of my 2011 Member Technology Survey. This annual survey, open to all technology support organizations–whether you are a member of TSIA or not–tracks adoption, planned spending, and satisfaction with technology across 24 categories. If you work in support, I hope you or someone on your team will take this survey. Here’s the link to get started.

This is the only survey I do, and the data I gather is used in my research throughout the year. Output from the survey results include:

  • 2011 Heatmap. The Heatmap is a color-coded guide to technology adoption, using blue/yellow/orange/red to show how “hot” each area is. Not only do I publish Heatmaps for each TSIA discipline, the Heatmap is also turned into a touch screen for our conferences. When you attend a TSW Expo, you can touch a square on the Heatmap to see a map of the Expo floor indicating which exhibitors sell solutions and services in that category.
  • 2011 Spending Reports. I will publish separate reports for each discipline highlighting year-over-year trends in adoption, satisfaction and spending, including lists of the most popular tools deployed by survey respondents in categories like knowledge management, search, incident tracking and CRM.
  • Inquires. These survey results are used to answer many–if not most–of the inquiries I receive from members. I can tell you satisfaction for individual products to help you create a short list of tools, and help companies benchmark technology adoption according to industry averages.

There are several changes to the survey this year, including:

  • Focus on education. Now that our Education Services discipline is live, I have included some new categories to help track adoption of education tools, for example Learning Management Systems and Content Development Tools.
  • Virtualization. After several member inquiries about application virtualization, I’ve added a category to track this. Virtualization is used by education services to create virtualized versions of applications for training environments, and by tech support to create virtualized versions of devices (such as smartphone emulators) to allow troubleshooting by device without having a big box full of devices at every support center.
  • Parts depots. To add to existing field service categories (scheduling optimization and parts/logistics), I’ve added ‘parts depots’ to track technology and service providers who specialize in parts depots, product returns, return merchandise authorizations (RMAs), and depot repair services.
  • Broadened categories. As we see more technology use expanding across services disciplines, I’ve generalized a few category titles to be more inclusive. These include “Customer and Employee Communities,” “Knowledge and Content Management,” “Mobility in Service,” and “Customer Satisfaction/Enterprise Feedback Management.”

There are 24 categories in the survey, each category has 4 questions. If you aren’t using tools in a category, the survey skips over those questions. The opening page of the survey has more instructions, as well as procedures to print out a copy of the survey before beginning, in case you want to prepare your answers. It should take about 20 minutes to complete the survey.

The first 50 people to complete the survey will receive a Starbucks gift card. Also, there is an option to request a copy of the 2011 spending report, which I am happy to send to all survey respondents when it is published on May 2nd.

The survey will be open through the end of the month. But why not take it now? Here’s the link.

Thanks for reading, and thanks in advance for taking my annual technology survey!

Explore posts in the same categories: Best Practices, Technology

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One Comment on “The TSIA 2011 Member Technology Survey is NOW OPEN”

  1. Colling Wood Says:

    Great article Very informative and useful articles. This is a nice post in an interesting line of content.Thanks for sharing this article, great way of bring this topic to discussion
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