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ITS Home >> About ITS >> Quality of Service >> Customer Satisfaction Statistics 2008
We have identified 5 key customer satisfaction indicators:
- Timeliness of ITS initial response to the customer's request/problem.
- Clarity of the ITS Employee's initial understanding of the customer's
request/problem.
- Completeness of the resolution provided by ITS.
- Timeliness of the resolution provided by ITS.
- Courtesy of all ITS employees involved in providing the resolution.
Data Compilation Process:
Information Technology Services processes nearly 1,000 requests for service/problem
resolution each week. We survey, by telephone call, 100 customers per
quarter or seven customers per week. The customers are selected randomly
and surveyed weekly in order to get their response close to the time that
they received the service. The survey consists of asking the customer
to rate their agreement with 5 statements related to the 5 indicators
listed above by rating their agreement with the statement on a scale of
1 to 5 where 1 means strongly disagree and 5 means strongly agree.
The Results:
Each of the following charts represents the results from one of the statements
and contains three lines of data. The Weekly Average line represents the
actual results of the survey. The High Control and Low Control lines represent
three standard deviations above and below the average for each quarter.
Together these three lines reflect the capability of our process to meet
or exceed the customer's expectation and the consistency with which we
are meeting those expectations overtime.
1. Timeliness of ITS initial response to the customer's request/problem.
2. Clarity of the ITS Employee's initial understanding of the customer's
request/problem.
3. Completeness of the resolution provided by ITS.
4. Timeliness of the resolution provided by ITS.
5. Courtesy of all ITS employees involved in providing the resolution.
6. Summary of customer satisfaction.
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