Software end users are happy with the quality of product support provided. However, they frequently raise concerns about the long wait time for resolutions. An IT manager wants to improve the current

An infographic is a visual representation of data or information, not a tool for collecting raw feedback from users.

A KPI (Key Performance Indicator) measures performance against objectives, but it is an output of data analysis, not a method for gathering raw user feedback about process issues.

A survey is the most direct and effective method to collect specific feedback from end users regarding their experience, including details about wait times and resolution satisfaction, to identify areas for improvement in the support process. It allows for quantitative and qualitative data collection on specific pain points.

UAT (User Acceptance Testing) is a phase of software development where end-users test a system to ensure it meets business requirements, not a tool for assessing general support process efficiency or user experience.