CIS Helpdesk feedback statistics
Problems or queries dealt with by the CIS Helpdesk which cannot be resolved straight away, such as a hardware or software fault on a PC, are recorded in a system called Magic. These ‘incidents’ are referred to the appropriate team within CIS for further action.
When the incident has finally been resolved, it is ‘closed’ and an email message is sent to the user who reported the problem telling them what has been done and that the job has been closed. Along with this, the user is asked to rate the service they received and to give any comments about that service. The ratings are:
5 Very good
4 Good
3 Average
2 Poor
1 Very poor
CIS is keen to provide the very best service it can to you, our customers, and if you have indicated that the service you received was less than good, you will normally be contacted to discuss any concerns you may have.
The ratings we have received from users through this feedback over the last few years have been excellent. The following is a detailed table showing ratings received per month over the last year:
|
Month |
No. of |
No. of Feedback |
% of Incidents Receiving Feedback |
Average |
|
June 2007 |
1864 |
282 |
15.13 |
4.91 |
|
July 2007 |
2191 |
222 |
10.13 |
4.90 |
|
August 2007 |
1763 |
185 |
10.49 |
4.86 |
|
September 2007 |
3081 |
423 |
13.73 |
4.92 |
|
October 2007 |
3569 |
343 |
9.61 |
4.87 |
|
November 2007 |
2405 |
313 |
13.01 |
4.87 |
|
December 2007 |
1126 |
122 |
10.83 |
4.85 |
|
January 2008 |
2880 |
268 |
9.31 |
4.90 |
|
February 2008 |
2086 |
246 |
11.79 |
4.89 |
|
March 2008 |
1849 |
260 |
14.06 |
4.89 |
|
April 2008 |
2088 |
241 |
11.54 |
4.85 |
|
May 2008 |
1492 |
230 |
15.42 |
4.94 |
|
Grand Total |
26394 |
3135 |
11.88 |
4.89 |
User feedback on the helpdesk therefore shows a consistently high rating close to ‘very good’ throughout.