Customer Satisfaction Survey
UO customers who receive assistance from User Support Services are randomly given an opportunity to fill out a short survey about their interaction. In the survey, customers are asked the following questions:
- Was the consultant professional? (1-5 scale)
- Was the consultant personable? (1-5 scale)
- Did the consultant listen to me? (1-5 scale)
- Was the consultant able to solve my problem? (1-5 scale)
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.
2021-2022
| 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 |
2020-2021
| 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 |
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 |
6am to midnight
during each academic term |
7 days per week |
| Academic North |
8am to 5pm |
Monday-Friday |
| Academic Central |
8am to 5pm |
Monday-Friday |
| Academic South |
8am to 5pm |
Monday-Friday |
| Administrative |
8am to 5pm |
Monday-Friday |