What happens after you hit submit? Take a look at survey results from IT services
written by Micah Cooper, director of end user services improvements, information technology services
And the survey says....
After you call the support desk and your issue gets resolved, you get a survey. Do you ever wonder what happens to those surveys? Have you wondered who completes them? Here is a behind-the-scenes peek at what happens currently and how we're looking to improve it.
But first, here is the response rate. Since implementation of our new ticketing system July 1, everyone who contacts us is invited to complete a survey. Approximately 11 percent (2,415) of those invitations are accepted overall, but response rates vary by group.
|
Classification |
Complete Survey |
|
Emeritus/Emerita |
14% |
|
Retiree |
14% |
|
Faculty |
13% |
|
Graduate Student |
12% |
|
Staff |
12% |
|
Student |
9% |
|
Overall |
11% |
Second, we look at overall satisfaction. Our clients generally report being satisfied or very satisfied.
|
Classification |
Very Dissatisfied |
Dissatisfied |
Satisfied |
Very Satisfied |
|
Emeritus/Emerita |
2% |
5% |
18% |
75% |
|
Faculty |
3% |
4% |
22% |
71% |
|
Graduate Student |
4% |
10% |
32% |
53% |
|
Retiree |
0% |
8% |
23% |
70% |
|
Staff |
2% |
4% |
20% |
73% |
|
Student |
4% |
7% |
31% |
57% |
|
Grand Total |
3% |
5% |
23% |
70% |
Thanks for all the high marks.
What we appreciate even more than ratings, however, are comments. Currently, five individuals within IT services review survey responses and route them to the appropriate manager or staff person within the organization.
When we are told that an issue is not resolved, we try to reopen the ticket and reach back out. In the near future, we will be creating a new type of survey follow-up ticket to track our responses to comments so that we can report on what actions we take as a result.
We believe based on overall response rate, however, that there may be details missing, which is why we are sharing these data. If you aren't completing surveys because past experience led you to believe no one is listening, try it again.
We plan to publish results such as these on a regular basis, along with what we have done in response. Please let us know what you would like to see at itadvocate@miamioh.edu.
