We all know that user feedback is important, but it should not be a 1x or 2x a year survey. As an IT Team, you want to make sure that you have set up channels through which you can be in continuous communication with your users about the tools that are deployed to your company – and not just for Google tools. I see that in many places, IT is perceived to be this department that imposes rules about how to work and what to work with. I believe that it is in IT's power to change that view. IT needs to be and can be a trusted partner in facilitating work for all employees. Unaddressed dissatisfaction with the tools and/or IT may undermine all your technical efforts of your Google Workspace rollout. When the grumbling starts about people not being able to use the tools effectively, it is not just their problem, it is your problem as IT. If the tools are perceived to be ineffective for day-to-day work, it can be costly, not only because the company as a whole is not as productive as it could be, but you could be forced to migrate back to your old systems despite you as IT Team knowing full well that Google Workspace is better for collaboration and productivity.
So what can you do? Open up channels to listen to concerns, not just in the form of a written feedback survey, but also allow for users to reach out in person to someone. And really listen. Once you get the feedback, record it, aggregate it, and assess it: you will likely find that an issue is either one that consultations and training or some easy tweaks can fix, or you'll need to partner with the users and look for software solutions for them or build them. Aggregating the information coming from your users, and aggregating and assessing the data coming in through different channels will be a key element. And don't forget to circle back to users so they know you heard them and are working with them.
