Metrics

Help Desk Satisfaction Survey

For the month of September 2015, the Help Desk received a total of 1,733 tickets 58% of them were resolved within the same month  

Table of September 2015 ticket data: UNIVERSITY STATS: Total Tickets 1652, Received/Resolved Same Month 956, Total Surveys 118. COMBINED STATS: Total Tickets 1733, Received/Resolved Same Month 1011, Total Surveys 125. GUEST: Total Tickets 81, Received/Resolved Same Month 55, Total Surveys 7

Here is a breakdown of the top 3 categories for the University and Guest workspaces.

UNIVERSITY CATEGORIES: Password 214, Computer (service) 171, Blackboard 117

GUEST CATEGORIES: Password 47, Security/Phishing 9

The Help Desk survey consists of 5 standardized questions used by Educause and the Help Desk Industry (HDI).

On a rating scale of 1 (very dissatisfied) to 5 (very satisfied), customers are asked to rate the following:

  1. The courtesy of the Technician?
  2. The technical skills/knowledge of the Technician?
  3. The timeliness of the service provided?
  4. The quality of the service provided?
  5. The overall service experience?

Courtesy - Uni:4.81, Guest: 4.71. Skills - University: 4.58, Guest: 4.71, Timeliness - University: 4.46, Guest: 3.71, Quality - University: 4.61, Guest: 3.86, Overall - University: 4.53, Guest: 4.29