During October our central IT Service Desk has launched a short customer satisfaction survey. As part of our desire to deliver excellence, we would like you to tell us how well a particular incident was handled and which areas we should focus on improving.
Invitations to participate will be emailed to every fifth incident logged and resolved by our Service Desk. Invitations will only be sent to people who have reported issues with an IT service, not for quick queries or service requests, such as requesting access to a system. The email will come from notifications@it.ox.ac.uk and will include a link to a survey with a single satisfaction scoring question, plus options to provide further details or request a follow-up discussion.
Results from the satisfaction surveys will form part of service management reporting, enabling us to analyse and improve our processes. We also plan to publish the results from the surveys so that customers are kept abreast of developments.
From our current data, we know that support calls from all channels have increased by around 10% in the last three years. We are also delighted that the percentage of calls solved on first contact continues to increase and is now at 60%. The average time to resolve more complex issues has improved by 25% over the same time frame. You may also be interested to know that Tuesday is the busiest day for support calls!
To contact the Service Desk: telephone 01865 612345 (open 24/7).
