User Support Services Metrics

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:

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.

Technology Service Desk's chart of customer satisfaction

 

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
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
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
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Details

Article ID: 108320
Created
Thu 5/21/20 1:34 PM
Modified
Wed 9/7/22 4:37 PM

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