Planning and Information Helpdesk feedback statistics

Problems or queries dealt with by the Planning and Information helpdesk which cannot be resolved straight away, such as a hardware or software fault on a PC, are recorded in a system called SDE. These incidents are referred to the appropriate team within PLN 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

Planning and Information 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 year March 2009 - Jan 2011:

Month No. of
Incidents
Closed
No. of Feedback
Messages
Received
% of Incidents Receiving Feedback Average
Rating
Jan 2010 2288 368 16.08 4.88
Feb 2010 2632 438 16.64 4.79
March 2010 2346 389 16.58 4.84
April 2010 2486 335 13.48 4.85
May 2010     1780 339 19.04 4.89
June 2010 4173 304 7.28 4.94
July 2010 1977 321 16.24 4.94
Aug 2010 2011 348 17.30 4.90
Sept 2010 3921 643 16.40 4.91
Oct 2010 2234 409 18.31 4.95
Nov 2010 2797 501 17.91 4.89
Dec 2010 1707 262 15.35 4.91
Grand Total 30352 4657 15.34 4.89

User feedback on the helpdesk therefore shows a consistently high rating close to very good throughout.

Thank you to all who responded.  



Page last modified by Unknown on 15 February 2011.
 
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