Customer Service Survey

What's your expectation of an acceptable hold time?

Less than 5 seconds

Less than 10 seconds

Less than 30 seconds

Less than 1 minute

Greater than 1 minute but less than 2 minutes

If you contacted the Service Desk via Web Submittal how would you rate its ease of use?

Quick and easy to use

Somewhat easy to use

Not very easy to use

I rarely use the Web Submittal because I prefer a live person

When calling the Service Desk are you given your ticket number by the analyst at the completion of the call?

Yes, consistently

Sometimes

Rarely

No, never

Depends on the analyst taking the call

How would you rate your customer experience when interacting with the Service Desk analyst?

Pleasant & very professional

Satisfactory

Frustrating

Terrific! Once I'm finally able to get through to someone

Not good at all. I'd rather not contact the Service Desk

OK, but more online self-help tools would be great so I don't have to call in the first place

Would you like to see the Service Desk implement 'Live Chat' technology as another method of contact?

Yes

No

Maybe

Not Sure

When the Service Desk must route your issue to another IT department for resolution are you being contacted by that department to establish an expectation of service completion?

In your opinion, how can the Service Desk improve their performance?

If you had to guess, how many phone calls does the Service Desk handle in a typical week?

500 - 1,000

1,000 - 3,000

3,000 - 5,000

5,000 - 7,000

Are you excited and will you use the newly implemented self-service password reset technology?

Yes. Help me complete the quick registration right now! Click here to open the self-service pw reset registration page. (Please don't forget to complete survey in this window.)

No. I prefer to speak to a live person

Sometimes

Maybe

Please rate your overall level of satisfaction with the Service Desk.

Extremely Satisfied

Satisfied

Not Satisfied

Extremely Unsatisfied