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.