Ahh, but what does the IT folk think of their users...?
Let's just say there are still a lot of ID10T operator and PEBCAK issues I see flow through the Helpdesk. I personally don't need to deal with most of them as a Systems Engineer. I deal more with Servers and DC power and Cooling systems than users mostly except for a few large Company wide applications I've been stuck supporting when issues are escalated by the vendor/business owners of the applications.
It looks like this survey was more about corporate IT departments vs. individuals calling India Call Center types of support in which case I don't think its really that surprising that it is mostly positive.