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How is your IT Department doing?

I recommend performing an annual IT satisfaction survey of your internal customers (employees and other stakeholders in your organization). When you're a new CIO, perform the first survey immediately, then do a quick follow-up survey after six months. After establishing a baseline, survey once per year as part of your annual review process. Add customer satisfaction as one of every IT leader's objectives—not just the support teams. It's easy to get out of touch in IT; ensuring your team is aligned to their customers will help. Keep the survey short to get a better response. Make it anonymous, and ask open-ended questions to get the best possible feedback.

Grade yourself using the Laudato Hierarchy of IT Needs. To get an A, you need to achieve all four levels. See what the grades indicate in Figure 10.1.

Figure 10.1 The CIO Report Card