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?
- The consultant was professional. (1-5 scale)
- The consultant was personable. (1-5 scale)
- The consultant listened to me. (1-5 scale)
- The consultant was able to solve my problem. (1-5 scale)
- 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.
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.
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 |
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 |
2020-2021
Average ticket response time
| Month |
Tech Desk |
Academic North |
Academic Central |
Academic South |
Administrative |
| Sept. 2020 |
0.33 hrs |
0.64 hrs |
1.52 hrs |
4.72 hrs |
0.88 hrs |
| Oct. 2020 |
1.39 hrs |
0.46 hrs |
2.60 hrs |
4.14 hrs |
1.14 hrs |
| Nov. 2020 |
1.25 hrs |
0.91 hrs |
2.15 hrs |
0.82 hrs |
1.17 hrs |
| Dec. 2020 |
0.71 hrs |
0.96 hrs |
2.53 hrs |
2.23 hrs |
1.56 hrs |
| Jan. 2021 |
1.34 hrs |
0.50 hrs |
2.41 hrs |
1.64 hrs |
0.82 hrs |
| Feb. 2021 |
0.86 hrs |
0.66 hrs |
1.12 hrs |
0.72 hrs |
0.59 hrs |
| Mar. 2021 |
0.98 hrs |
0.87 hrs |
3.01 hrs |
1.28 hrs |
0.98 hrs |
| Apr. 2021 |
0.88 hrs |
0.69 hrs |
1.13 hrs |
1.60 hrs |
1.24 hrs |
| May 2021 |
0.46 hrs |
0.76 hrs |
1.59 hrs |
2.17 hrs |
0.60 hrs |
| Jun. 2021 |
0.82 hrs |
1.82 hrs |
4.72 hrs |
1.68 hrs |
0.63 hrs |
| Jul. 2021 |
0.72 hrs |
0.56 hrs |
1.03 hrs |
1.06 hrs |
0.94 hrs |
| Aug. 2021 |
0.65 hrs |
0.45 hrs |
1.38 hrs |
3.14 hrs |
1.08 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 |