Re: IT Feedback form
I like Stijloor's idea.

There is nothing that can replace personal discourse. Truly, few people return feedback forms and most data are less than complete.
However, there are some aspects to keep in mind:
1) Keep calm. If the customer is agitated, ask for the reasons why in specific terms that can be addressed to resolve the problem. Do not allow a customer interaction to be initiated by an IT person who will meet criticism with denial or argument. Effective two-way communication skills are important.
2) Be specific about what you want to learn, and ask the questions in simple terms. Were we prompt? Did we resolve the issue the first time? Were the IT service personnel courteous?
3) Take the data and make improvements that keep issues from happening, not just improve effectiveness in resolving them. Customers do notice when this is happening.
4) Do some follow up, perhaps six months later, to be sure the customer has not given up and is "just dealing with" the problem.
I hope this helps!