User Support Services Metrics

Customer Satisfaction Survey

UO customers who receive assistance from User Support Services are given an opportunity to fill out a short survey about their interaction. In the survey, customers are asked the following:

To what extent do you agree or disagree with the following statements?

  1. The consultant was professional. (1-5 scale)
  2. The consultant was personable. (1-5 scale)
  3. The consultant listened to me. (1-5 scale)
  4. The consultant was able to solve my problem. (1-5 scale)
  5. User Support Services made it easy for me to get the issue resolved. (1-5 scale)

Survey Data

Customer satisfaction results are shown below by USS organization as a whole and by team. Some support teams have less data because the teams were initiated in different months.

Satisfaction surveys by team. 

Chart of the Admin team's customer service metrics

Time to Respond Metrics

This metric shows the amount of time it takes (on average, expressed in hours) from when a customer creates a ticket to when the customer receives their first reply. The time to respond SLA is 6 hours. Historical data is by USS Regional team and Technology Service Desk.    

2026 - 2027

Average ticket response time
Month Triage Tech Desk Academic Central Academic North Academic South Administrative
Jul 2026 0.43 hrs 0.22 hrs 0.88 hrs 2.25 hrs 0.40 hrs 1.49 hrs

 

2025 - 2026

Average ticket response time
Month Tech Desk Academic North Academic Central Academic South Administrative
Jul 2025 0.22 hrs 0.76 hrs 2.25 hrs 0.40 hrs 1.49 hrs
Aug 2025 0.24 hrs 2.15 hrs 2.44 hrs 0.85 hrs 0.88 hrs
Sep 2025 0.10 hrs 0.75 hrs 1.72 hrs 8.45 hrs 1.72 hrs
Oct 2025 0.20 hrs 0.78 hrs 1.93 hrs 2.14 hrs 1.78 hrs
Nov 2025 0.23 hrs 1.63 hrs 0.52 hrs 0.61 hrs 0.62 hrs
Dec 2025 1.26 hrs 1.50 hrs 5.51 hrs 1.30 hrs 0.77 hrs
Jan 2026 0.14 hrs 1.23 hrs 3.37 hrs 8.87 hrs 0.99 hrs
Feb 2026 0.15 hrs 0.26 hrs 0.52 hrs 2.55 hrs 0.58 hrs
Mar 2026 0.25 hrs 0.28 hrs 1.09 hrs 3.25 hrs 0.31 hrs
Apr 2026 0.11 hrs 0.68 hrs 7.27 hrs 1.41 hrs 0.79 hrs
May 2026 0.15 hrs 1.31 hrs 0.68 hrs 1.03 hrs 0.82 hrs
Jun 2026 0.24 hrs 3.54 hrs 3.72 hrs 1.24 hrs 0.41 hrs

2024-2025

Average ticket response time
Month Tech Desk Academic North Academic Central Academic South Administrative
Jul 2024 0.41 hrs 0.37 hrs 2.11 hrs 2.60 hrs 0.98 hrs
Aug 2024 0.19 hrs 0.64 hrs 1.13 hrs 1.68 hrs 0.49 hrs
Sep 2024 0.24 hrs 0.74 hrs 1.90 hrs 4.26 hrs 1.07 hrs
Oct 2024 0.86 hrs 1.03 hrs 5.17 hrs 0.47 hrs 1.02 hrs
Nov 2024 0.29 hrs 0.38 hrs 1.89 hrs 3.02 hrs 1.14 hrs
Dec 2024 1.61 hrs 1.01 hrs 2.72 hrs 0.36 hrs 0.81 hrs
Jan 2025 0.18 hrs 0.62 hrs 1.54 hrs 0.56 hrs 0.81 hrs
Feb 2025 0.56 hrs 0.76 hrs 2.92 hrs 1.19 hrs 0.64 hrs
Mar 2025 0.33 hrs 4.16 hrs 1.68 hrs 1.56 hrs 0.89 hrs
Apr 2025 0.34 hrs 0.62 hrs 0.48 hrs 2.70 hrs 1.22 hrs
May 2025 0.70 hrs 0.94 hrs 1.11 hrs 1.12 hrs 1.12 hrs
Jun 2025 0.20 hrs 0.71 hrs 1.95 hrs 1.01 hrs 1.01 hrs

2023-2024

Average ticket response time
Month Tech Desk Academic North Academic Central Academic South Administrative
Sept. 2023 0.32 hrs 0.67 hrs 4.23 hrs 4.05 hrs 3.57 hrs
Oct. 2023 0.39 hrs 0.75 hrs 1.29 hrs 2.65 hrs 1.49 hrs
Nov. 2023 0.39 hrs 1.08 hrs 1.64 hrs 0.91 hrs 2.06 hrs
Dec. 2023 0.39 hrs 0.95 hrs 0.79 hrs 1.60 hrs 2.00 hrs
Jan. 2024 0.65 hrs 0.50 hrs 4.25 hrs 0.66 hrs 1.89 hrs
Feb. 2024 0.66 hrs 0.55 hrs 1.01 hrs 0.70 hrs 2.01 hrs
Mar. 2024 0.33 hrs 1.17 hrs 0.99 hrs 0.60 hrs 0.79 hrs
Apr. 2024 0.64 hrs 0.64 hrs 1.47 hrs 1.62 hrs 1.12 hrs
May 2024 0.49 hrs 0.76 hrs 1.46 hrs 0.90 hrs 1.08 hrs
June 2024 0.43 hrs 0.61 hrs 3.27 hrs 0.64 hrs 1.02 hrs

 

 

Operational Hours

Figures above are average of the operational hours to first response. Operational means the clock starts when the ticket is created and ends when the initial responsible group first responds during each team's work hours.  Typical schedules for all teams is 8-5 M-F with some expanded hours for the TSD.  

For the latest operational hours and team information, please see:

USS Technology Service Desk

User Support Services 

 

Create a Ticket Print Article

Related Articles (4)

Contact Technology Help
For additional assistance, contact your local IT department or the Technology Service Desk.
User Support Services (USS)
User Support Services (commonly referred to as USS) is a campus-wide support organization created under the Transform IT program. USS serves as department-level IT for most of the UO campus.
User Support Services' Service Level Agreement
User Support Services' Service Level Agreement
USS - Technology Service Desk
The User Support Services (USS)–Technology Service Desk, also known as the Tech Desk or TSD, is committed to supporting UO-affiliated students, faculty, and staff with their computing needs.

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Desktops & Devices Support
This service allows your supported IT department or Technology Service Desk to be notified of any issue relating to operational use of employee devices like computers, laptops or other devices.