Pick 'n Pay wanted to find out what their users thought of their IS (Information Systems) helpdesk by conducting a customer satisfaction survey. Pure Survey and its sister company Techsys, were commissioned by Pick 'n Pay to manage the entire survey process. As it was an internal survey, Pure Survey was able to liaise with the Pick 'n Pay IT department to allow staff access to the survey via the Pick 'n Pay intranet. This allowed for a greater number of staff to participate in the survey.
Once the customer satisfaction survey was closed, a corporate PowerPoint report was compiled. This report enabled Pick 'n Pay Management to see which aspects of the IS helpdesk were performing above expectations, as well as those that were lagging behind.