Metrics - August 2015

Help Desk Satisfaction Survey

For the month of August 2015, the Help Desk received a total of 1,937 tickets 78% of them were resolved within the same month  

Table of August 2015 ticket data: UNIVERSITY STATS: Total Tickets 1781, Received/Resolved Same Month 1363, Total Surveys 89. GUEST STATS: Total Tickets 156, Received/Resolved Same Month 134, Total Surveys 8. COMBINED: Total Tickets 1937, Received/Resolved Same Month 1497, Total Surveys 97.

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

UNIVERSITY CATEGORIES: Password 359, Computer (service) 198, Blackboard 93

GUEST CATEGORIES: Password 106, Security/Phishing 10, Email Accounts 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:4.84, Guest: 4.87, EDUCAUSE: 4.81. Skills - University: 4.78, Guest: 4.87, EDUCAUSE: 4.7. Timeliness - University: 4.76, Guest: 4.87, EDUCAUSE: 4.6. Quality - University: 4.75, Guest: 4.87, EDUCAUSE: 4.7. Overall - University: 4.79, Guest: 4.87, EDUCAUSE: 4.67