Instructions:

Questions on this form are to be filled out jointly by the manager and the help-desk support engineer. The purpose of the form is to evaluate a user interaction, identifying examples of good performance and generating ideas to improve performance.

To be filled out by the help-desk support engineer:

What expectations did the user have?

What specific things did you do to meet the user’s expectations?

What specific things did you do to exceed the user’s expectations?

Is there anything you wish you had done differently?

To be filled out by the manager:

What expectations did the user have?

Were the user’s expectations met?

If the user interaction did not go as well as you would have liked, what things could the support engineer do differently in the future? What things could you do as a manager to improve the support engineer’s performance in this situation?

Action item for support engineer:

Action item for manager:

List at least three things that the support engineer performed well on. Give specific examples of what the support engineer said or did.