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 year March 2009 - Feb 2010:
| Month | No. of Incidents Closed |
No. of Feedback Messages Received |
% of Incidents Receiving Feedback | Average Rating |
| June 2009 | 5433 | 379 | 6.98 | 4.91 |
| July 2009 | 2185 | 300 | 13.73 | 4.85 |
| August 2009 | 1990 | 325 | 16.33 | 4.94 |
| September 2009 | 4162 | 573 | 13.77 | 4.94 |
| October 2009 | 2913 | 509 | 17.47 | 4.91 |
| November 2009 | 2533 | 491 | 19.38 | 4.94 |
| December 2009 | 1594 | 260 | 16.31 | 4.89 |
| January 2010 | 2283 | 368 | 16.12 | 4.88 |
| February 2010 | 2626 | 437 | 16.64 | 4.79 |
| March 2010 | 2343 | 389 | 16.60 | 4.84 |
| April 2010 | 2483 | 335 | 13.49 | 4.85 |
| May 2010 | 1763 | 335 | 19.00 | 4.90 |
| Grand Total | 32308 | 4700 | 14.55 | 4.89 |
User feedback on the helpdesk therefore shows a consistently high rating close to ‘very good’ throughout.
