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eiNetwork Help Desk Satisfaction Survey Analysis. 12.3.09. Background of Survey. Questeq sends out a survey to the end user each time a ticket is closed. They have conducted 2 different surveys to date: Help Desk Satisfaction Survey 4/15/09 – 6/10/09
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Background of Survey • Questeq sends out a survey to the end user each time a ticket is closed. • They have conducted 2 different surveys to date: • Help Desk Satisfaction Survey 4/15/09 – 6/10/09 • Help Desk Satisfaction Survey 7/6/09 – 11/19/09. • Surveys have been conducted to gain a sense of the customer’s level of satisfaction with the following: • Change in help desk from eiNetwork to Questeq (overall process/customer experience) • Staffing changes • New ticketing software (Big Web Apps) • Ring Time, wait time, etc…
eiNetwork Help Desk Customer Satisfaction Survey – 4/15/09 – 6/10/09 # Calls Opened - 1998 # Surveys Sent (calls closed) - 1934 # Responses – 236 • approx. 12% response rate • Representation from 52 libraries. • In the first 2 months, approx. 86% of library staff rated their overall level of satisfaction with the service they received during their phone interaction with the Help Desk to be above average or better. 3% considered it to be less than average or worse. • Approx. 70% of library staff rated their overall level of satisfaction with the questions asked during the troubleshooting process to be above average or better. 4% considered it to be less than average or worse. • Approx. 74% of library staff rated the knowledge & professionalism of the Help Desk staff to be above average or better. 4% considered it to less than average or worse. • Approx. 56% of library staff rated the response time of contact from L2 staff (with a problem that could not be resolved by L1 Help Desk staff) to be above average or better. 2% considered it to be less than average or worse. • The Help Desk Manager personally follows up with dissatisfied respondents to gain a better understanding of their dissatisfaction as well as to see how the Help Desk can improve their level of service to the customer.
eiNetwork Help Desk Customer Satisfaction Survey – 7/6/09 – 11/19/09 # Calls Opened - 4512 # Surveys Sent (calls closed) - 4507 # Responses – 380 • approx. 8.5% response rate • Representation from 47 libraries. • Approx. 86% prefer the phone for making help desk requests. • Approx. 85% rate the wait time to speak with an engineer to be above average or better • Approx. 34% of respondents (when asked about an acceptable wait time), believe that less than 1 minute is an acceptable wait time to speak with an engineer. • Approx. 10% of library staff reported the need to hang up prior to having the opportunity to speak to an engineer due to a long wait. • Approx. 73% of library staff believes Big Web Apps (web based ticketing system) to be above average or better. 2% find it to be less than average or worse. • Approx. 91% of library staff rated their overall satisfaction with service received through their interaction with the help desk to be above average or better. 2% find it to be less than average or worse. • The Help Desk Manager personally follows up with dissatisfied respondents to gain a better understanding of their dissatisfaction as well as to see how the Help Desk can improve their level of service to the customer.
SLA Review – Close Time Move Add Change (Logins, Equip. Software) (Priority 4) Apr-June 95% July-Nov. 95% HP PC (Priority 4) Apr-June 69% July-Nov. 77% Single Site Network Outage (Priority 1) Apr-June 75% July-Nov. 82% CybraryN Problem (Priority 3) Apr-June 92% July-Nov. 98%
