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)
Note: On July 1, 2022, we changed the wording of the first four questions, and question 5 was added to the survey.

Survey Data

Customer satisfaction results are shown below by team. Some support teams have less data because the teams were initiated in different months.

 

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.

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

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

2022-2023

Average ticket response time
Month Tech Desk Academic North Academic Central Academic South Administrative
Sept. 2022 0.68 hrs 1.25 hrs 1.20 hrs 1.01 hrs 3.36 hrs
Oct. 2022 1.23 hrs 1.46 hrs 2.03 hrs 0.98 hrs 2.67 hrs
Nov. 2022 1.38 hrs 1.52 hrs 2.13 hrs 0.77 hrs 3.71 hrs
Dec. 2022 0.71 hrs 2.09 hrs 2.05 hrs 0.66 hrs 3.90 hrs
Jan. 2023 0.66 hrs 0.89 hrs 2.45 hrs 0.90 hrs 2.43 hrs
Feb. 2023 0.45 hrs 1.23 hrs 1.77 hrs 0.44 hrs 1.43 hrs
Mar. 2023 0.53 hrs 1.00 hrs 2.52 hrs 0.98 hrs 1.18 hrs
Apr. 2023 0.36 hrs 0.69 hrs 2.53 hrs 0.42 hrs 1.33 hrs
May 2023 0.31 hrs 1.23 hrs 1.81 hrs 0.41 hrs 1.02 hrs
June 2023 0.33 hrs 1.28 hrs 3.11 hrs 1.22 hrs 1.15 hrs
July 2023 0.58 hrs 1.07 hrs 1.41 hrs 0.53 hrs 1.95 hrs
Aug 2023 0.20 hrs 1.94 hrs 3.27 hrs 0.89 hrs 1.86 hrs

2021-2022

Average ticket response time
Month Tech Desk Academic North Academic Central Academic South Administrative
Sept. 2021 0.53 hrs 0.56 hrs 2.24 hrs 0.95 hrs 0.94 hrs
Oct. 2021 0.32 hrs 1.05 hrs 2.27 hrs 1.04 hrs 1.05 hrs
Nov. 2021 0.35 hrs 1.48 hrs 1.92 hrs 1.98 hrs 1.94 hrs
Dec. 2021 0.24 hrs 1.26 hrs 10.56 hrs 0.76 hrs 5.68 hrs
Jan. 2022 0.45 hrs 2.10 hrs 1.78 hrs 0.84 hrs 5.83 hrs
Feb. 2022 0.43 hrs 1.33 hrs 1.80 hrs 1.36 hrs 0.92 hrs
Mar. 2022 0.36 hrs 2.47 hrs 3.04 hrs 0.97 hrs 1.54 hrs
Apr. 2022 0.39 hrs 1.87 hrs 1.73 hrs 1.00 hrs 0.96 hrs
May 2022 0.53 hrs 1.34 hrs 2.00 hrs 1.07 hrs 1.05 hrs
June 2022 0.82 hrs 1.64 hrs 3.03 hrs 1.48 hrs 1.19 hrs
July 2022 0.62 hrs 1.22 hrs 2.41 hrs 0.64 hrs 4.07 hrs
Aug. 2022 1.1 hrs 0.75 hrs 1.09 hrs 1.55 hrs 4.28 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.

Operational hours for each team:
Team Hours Days
Tech Desk 6:00 a.m. to midnight
during each academic term		 Seven days per week
Academic North 8:00 a.m. to 5:00 p.m. Monday-Friday
Academic Central 8:00 a.m. to 5:00 p.m. Monday-Friday
Academic South 8:00 a.m. to 5:00 p.m. Monday-Friday
Administrative 8:00 a.m. to 5:00 p.m. Monday-Friday
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