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ITS Customer Service Survey Comparision FY2006 to FY2009 FY2006 totals FY 2006 % FY2007 totals FY2007 % FY2008 totals FY2008 % FY2009 totals FY2009 % 1. Your status Student 66 37.714% 4                        5.195% 1 1.087% 123 65.775% Faculty 37 21.143% 27 35.065% 36 39.130% 20 10.695% Staff 71 40.571% 44 57.143% 54 58.696% 42 22.460% Other 1 0.571% 2 2.597% 1 1.087% 2 1.070% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% 2. When was the last time you contacted the UVI Helpdesk within the last 24 hours 7 4.000% 16 20.779% 5 5.435% 23 12.299% within the last week 47 26.857% 26 33.766% 29 31.522% 39 20.856% within the last month 42 24.000% 24 31.169% 40 43.478% 52 27.807% within the last semester 33 18.857% 7 9.091% 18 19.565% 29 15.508% within the last year 9 5.143% 2 2.597% 0 0.000% 19 10.160% don't remember 18 10.286% 1 1.299% 0 0.000% 15 8.021% contacted the helpdesk 19 10.857% 1 1.299% 0 0.000% 10 5.348% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% 3. Using your most recent experience, how did you contact the UVI Helpdesk By Telephone 126 72.000% 46 59.740% 68 73.913% 108 57.754% In Person 14 8.000% 5 6.494% 1 1.087% 51 27.273% By email 26 14.857% 23 29.870% 23 25.000% 16 8.556% By Web 7 4.000% 2 2.597% 0 0.000% 0 0.000% contacted the helpdesk 2 1.143% 1 1.299% 0 0.000% 12 6.417% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% 4. If you have not contacted the helpdesk before, why not? ( do not respond if you have contacted the helpdesk) I didn’t know it existed 73 41.714% 1 100.000% 0 0.000% 1 9.091% ality of service I require 0 0.000% 0 0.000% 0 0.000% 1 9.091% rvices of the Helpdesk. 56 32.000% 0 0.000% 0 0.000% 4 36.364% No particular reason 38 21.714% 0 0.000% 0 0.000% 4 36.364% Other: 8 4.571% 0 0.000% 0 0.000% 1 9.091% Total 175 100.000% 1 100.000% 0 0.000% 11 100.000% 5. How long did you wait before receiving acknowledgement of your inquiry receipt? Immediately 42 24.000% 25 32.468% 30 32.609% 69 38.983% Between 1-4 hours 40 22.857% 16 20.779% 32 34.783% 34 19.209% Between 5-8 hours 8 4.571% 4 5.195% 8 8.696% 5 2.825% Within 24 hours 29 16.571% 26 33.766% 14 15.217% 23 12.994% More than 24 hours 33 18.857% 3 3.896% 5 5.435% 12 6.780% 23 13.143% 3 3.896% 3 3.261% 34 19.209% Total 175 100.000% 77 100.000% 92 100.000% 177 100.000% 6.Competence Unsatisfied 25 14.286% 1 1.299% 5 5.435% 21 11.230% Satisfied 58 33.143% 45 58.442% 39 42.391% 100 53.476% Above Expectations 59 33.714% 12 15.584% 34 36.957% 27 14.439% Excellent 33 18.857% 19 24.675% 14 15.217% 39 20.856% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% % Satisfied 85.714% 98.701% 94.565% 88.770% 7. Professionalism Unsatisfied 17 9.714% 2 2.597% 4 4.211% 12 6.417% Satisfied 54 30.857% 39 50.649% 34 35.789% 107 57.219% Above Expectations 59 33.714% 15 19.481% 38 40.000% 32 17.112% Excellent 45 25.714% 21 27.273% 19 20.000% 36 19.251% Total 175 100.000% 77 100.000% 95 100.000% 187 100.000% % Satisfied 90.286% 97.403% 95.789% 93.583% I never received a response or reply ITS Customer Service Survey Comparision FY2006 to FY2009 8. Listening Skills Unsatisfied 3 3.896% 3 3.261% 13 6.952% Satisfied 40 51.948% 34 36.957% 104 55.615% Above Expectations 14 18.182% 38 41.304% 30 16.043% Excellent 20 25.974% 17 18.478% 40 21.390% Total 0 77 100.000% 92 100.000% 187 100.000% % Satisfied 96.104% 96.739% 93.048% 9. Appropriate Attitude Unsatisfied 3 3.896% 3 3.158% 17 9.091% Satisfied 42 54.545% 31 32.632% 100 53.476% Above Expectations 14 18.182% 39 41.053% 30 16.043% Excellent 18 23.377% 22 23.158% 40 21.390% Total 0 77 100.000% 95 100.000% 187 100.000% % Satisfied 96.104% 96.842% 90.909% 10. Patience Unsatisfied 2 2.597% 1 1.087% 17 9.091% Satisfied 40 51.948% 32 34.783% 98 52.406% Above Expectations 15 19.481% 38 41.304% 30 16.043% Excellent 20 25.974% 21 22.826% 42 22.460% Total 0 77 100.000% 92 100.000% 187 100.000% % Satisfied 97.403% 98.913% 90.909% 11. Courtesy Unsatisfied 12 6.857% 1 1.299% 1 1.087% 18 9.626% Satisfied 47 26.857% 36 46.753% 31 33.696% 95 50.802% Above Expectations 68 38.857% 18 23.377% 39 42.391% 29 15.508% Excellent 48 27.429% 22 28.571% 21 22.826% 45 24.064% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% % Satisfied 93.143% 98.701% 98.913% 90.374% 12. Clarity Unsatisfied 23 13.143% 5 6.494% 4 4.348% 14 7.487% Satisfied 51 29.143% 40 51.948% 33 35.870% 106 56.684% Above Expectations 68 38.857% 11 14.286% 37 40.217% 28 14.973% Excellent 33 18.857% 21 27.273% 18 19.565% 39 20.856% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% % Satisfied 86.857% 93.506% 95.652% 92.513% 13. Did your inquiry require an on-site visit or further telephone consultation from a UVI Helpdesk technician ? Yes 100 57.143% 44 61.111% 65 72.222% 74 41.573% No 75 42.857% 28 38.889% 25 27.778% 104 58.427% Total 175 100.000% 72 100.000% 90 100.000% 178 100.000% 14. Timeliness of resolution of issue Unsatisfied 26 14.857% 15 19.481% 42 45.652% 40 21.390% Satisfied 42 24.000% 33 42.857% 35 38.043% 79 42.246% Above Expectations 53 30.286% 14 18.182% 8 8.696% 31 16.578% Excellent 54 30.857% 15 19.481% 7 7.609% 37 19.786% Total 175 100.000% 77 100.000% 92 100.000% 187 100.000% % Satisfied 85.143% 80.519% 54.348% 78.610% 15. Knowledgability and Competence Unsatisfied 4 5.195% 14 15.217% 24 12.834% Satisfied 38 49.351% 58 63.043% 85 45.455% Above Expectations 16 20.779% 13 14.130% 30 16.043% Excellent 19 24.675% 7 7.609% 48 25.668% Total 0 77 100.000% 92 100.000% 187 100.000% ITS Customer Service Survey Comparision FY2006 to FY2009 % Satisfied 94.805% 84.783% 87.166% 16. Concern for your issue Unsatisfied 9 11.688% 22 23.913% 34 18.182% Satisfied 35 45.455% 50 54.348% 80 42.781% Above Expectations 15 19.481% 12 13.043% 28 14.973% Excellent 18 23.377% 8 8.696% 45 24.064% Total 0 77 100.000% 92 100.000% 187 100.000% % Satisfied 88.312% 76.087% 81.818% 17. Courtesy and Professionalism Unsatisfied 7 9.091% 7 7.609% 20 10.695% Satisfied 32 41.558% 57 61.957% 93 49.733% Above Expectations 15 19.481% 19 20.652% 26 13.904% Excellent 23 29.870% 9 9.783% 48 25.668% Total 0 77 100.000% 92 100.000% 187 100.000% % Satisfied 90.909% 92.391% 89.305% 18. Clarity in explanation Unsatisfied 12 15.584% 18 19.565% 21 11.230% Satisfied 35 45.455% 53 57.609% 95 50.802% Above Expectations 14 18.182% 13 14.130% 26 13.904% Excellent 16 20.779% 8 8.696% 45 24.064% Total 0 77 100.000% 92 100.000% 187 100.000% % Satisfied 84.416% 80.435% 88.770% 19. About how long did it take to get your problem resolved? Immediate resolution 51 29.143% 12 15.789% 8 8.696% 68 37.778% Less than 24 hours 33 18.857% 21 27.632% 13 14.130% 27 15.000%   n 2 ‐ 5 days 37 N/A N/A N/A n/a N/A Between 1 - 3 days N/A N/A 19 25.000% 40 43.478% 35 19.444% Between 3 - 5 days N/A N/A 13 17.105% 10 10.870% 10 5.556% More than a week 24 13.714% 4 5.263% 6 6.522% 13 7.222% blem is still unresolved 30 17.143% 7 9.211% 15 16.304% 27 15.000% Total 175 100.000% 76 100.000% 92 100.000% 180 100.000% 20. Was the time required to solve your problem: Less than expected 37 21.143% 14 18.667% 10 11.236% 36 20.225% out what was expected 78 44.571% 36 48.000% 36 40.449% 86 48.315% Longer than expected 32 18.286% 18 24.000% 23 25.843% 32 17.978% Way too long 28 16.000% 7 9.333% 20 22.472% 24 13.483% Total 175 100.000% 75 100.000% 89 100.000% 178 100.000% 21. How comfortable are you with our new technology advances? Not Comfortable 8 10.811% 50 55.556% 42 22.703% Comfortable 43 58.108% 31 34.444% 108 58.378% Very Comfortable 23 31.081% 9 10.000% 35 18.919% Total 74 100.000% 90 100.000% 185 100.000% % Comfortable 89.189% 44.444% 77.297% PROJECTS COMPARISON 06 -09 22. (Year FY2007) Do you feel you were adequately informed about the implementation of Outlook? Yes 57 78.082% No 16 21.918% Total 73 100.000% 22. (Year 2008) Do you feel you were adequately informed about the recent Network Infrastructure Upgrades at UVI Yes 31 34.831% No 58 65.169% ITS Customer Service Survey Comparision FY2006 to FY2009 Total 89 100.000% 22. (Year 2009) Do you feel you were adequately informed about the recent updates to BanWeb and understand what it can be used for? Yes 98 54.444% No 82 45.556% Total 180 100.000% 23.(Year FY2007) Do you feel that the technical support is satisfactory for the implementation of Outlook? Very dissatisfied 5 6.849% Dissatisfied 3 4.110% Indifferent 11 15.068% Satisfied 43 58.904% Very satisfied 11 15.068% Total 73 100.000% 23. Year (FY2008) Do you feel that the technical support is satisfactory for the implementation of the new Network Infrastructure at UVI? Very dissatisfied 36 41.379% Dissatisfied 11 12.644% Indifferent 17 19.540% Satisfied 22 25.287% Very satisfied 1 1.149% Total 87 100.000% 23. Year (FY2009) Do you feel that the technical support is available for customers who have issues with BanWeb at UVI? Very dissatisfied 6 3.390% Dissatisfied 28 15.819% Indifferent 56 31.638% Satisfied 68 38.418% Very satisfied 19 10.734% Total 177 100.000% 24. (FY2007) Do you know about the Outlook training? Yes 70 92.105% No 6 7.895% Total 76 100.000% 24.(2008) Do you know about the opportunity for technology training including Blackboard training? Yes 73 80.220% No 18 19.780% Total 91 100.000% 24.(2009) Do you know about the opportunity for technology training including Blackboard and videoconferencing? Yes 64 35.359% No 117 64.641% Total 181 100.000% 25. Overall, how satisfied are you with the customer service experience given by our Help!Desk Unit? Very dissatisfied 14 8.000% 2 2.703% 4 4.545% 9 5.000% Dissatisfied 16 9.143% 3 4.054% 8 9.091% 18 10.000% Indifferent 25 14.286% 7 9.459% 19 21.591% 25 13.889% Satisfied 70 40.000% 41 55.405% 46 52.273% 92 51.111% Very satisfied 50 28.571% 21 28.378% 11 12.500% 36 20.000% Total 175 100.000% 74 100.000% 88 100.000% 180 100.000% % Satisfied 68.571% 83.784% 64.773% 71.111% 26. Would you contact the UVI Helpdesk for assistance again? Yes 161 92.000% 75 98.684% 87 95.604% 154 88.000% No 14 8.000% 1 1.316% 4 4.396% 21 12.000% Total 175 100.000% 76 100.000% 91 100.000% 175 100.000%