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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 Incidents Closed	No. of Feedback Messages Received	% of Incidents Receiving Feedback	Average Rating
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.