eiNetwork Help Desk Satisfaction Survey Analysis

12.3.09

Background of Survey

Questeq sends out a survey to the end user each time a ticket is closed.

They have conducted 2 different surveys to date: Help Desk Satisfaction Survey 4/15/09 – 6/10/09 Help Desk Satisfaction Survey 7/6/09 – 11/19/09.

Surveys have been conducted to gain a sense of the customer’s level of satisfaction with the following: Change in help desk from eiNetwork to Questeq (overall process/customer

experience) Staffing changes New ticketing software (Big Web Apps) Ring Time, wait time, etc…

eiNetwork Help Desk Customer Satisfaction Survey – 4/15/09 – 6/10/09

# Calls Opened - 1998# Surveys Sent (calls closed) - 1934# Responses – 236

approx. 12% response rate Representation from 52 libraries.

In the first 2 months, approx. 86% of library staff rated their overall level of satisfaction with the service they received during their phone interaction with the Help Desk to be above average or better. 3% considered it to be less than average or worse.

Approx. 70% of library staff rated their overall level of satisfaction with the questions asked during the troubleshooting process to be above average or better. 4% considered it to be less than average or worse.

Approx. 74% of library staff rated the knowledge & professionalism of the Help Desk staff to be above average or better. 4% considered it to less than average or worse.

Approx. 56% of library staff rated the response time of contact from L2 staff (with a problem that could not be resolved by L1 Help Desk staff) to be above average or better. 2% considered it to be less than average or worse.

The Help Desk Manager personally follows up with dissatisfied respondents to gain a better understanding of their dissatisfaction as well as to see how the Help Desk can improve their level of service to the customer.

eiNetwork Help Desk Customer Satisfaction Survey – 7/6/09 – 11/19/09

# Calls Opened - 4512# Surveys Sent (calls closed) - 4507# Responses – 380

approx. 8.5% response rate Representation from 47 libraries.

Approx. 86% prefer the phone for making help desk requests. Approx. 85% rate the wait time to speak with an engineer to be above average or better Approx. 34% of respondents (when asked about an acceptable wait time), believe that less than 1

minute is an acceptable wait time to speak with an engineer. Approx. 10% of library staff reported the need to hang up prior to having the opportunity to speak to

an engineer due to a long wait. Approx. 73% of library staff believes Big Web Apps (web based ticketing system) to be above average

or better. 2% find it to be less than average or worse. Approx. 91% of library staff rated their overall satisfaction with service received through their

interaction with the help desk to be above average or better. 2% find it to be less than average or worse.

The Help Desk Manager personally follows up with dissatisfied respondents to gain a better understanding of their dissatisfaction as well as to see how the Help Desk can improve their level of service to the customer.

SLA Review – Close Time

Move Add Change (Logins, Equip. Software)(Priority 4)Apr-June 95%July-Nov. 95%

HP PC (Priority 4)Apr-June 69%July-Nov. 77%

Single Site Network Outage (Priority 1)Apr-June 75%July-Nov. 82%

CybraryN Problem (Priority 3)Apr-June 92%July-Nov. 98%