Satisfaction Survey Ratings

Greetings!

Cc:   Kaye & Momi

From both our Support Center (Help Desk) and our Call Center (AskIU, Tier 1 Financial Aid, Directory Assistance, Video Conferencing reservations and Hospital Directory Assistance), here is how we utilize survey’s currently at IU:

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IU’s Support Center sends out surveys to 1 out of every 10 customers who contact the Support Center and receive back approximately 180 per month (about 12% of those sent). 

The survey asks four questions relating to whether the advice they received from the consultant led them to a solution, whether the consultant was courteous and respectful, whether they received an answer to their question in a timely manner, and their overall satisfaction with the Support Center.  The ratings are on a 1 to 5 scale with 5 being the best.  In addition, customers are given an opportunity to provide additional comments.

Our target is to have an overall average of 4.0 or higher at all times (we usually are in the 4.5 range so if we see a significant drop of any sort, we will look into it).  Any average rating below 3.0 is looked into on a case by case basis and any rating of 1 or 2 on the question regarding whether our consultant was courteous and respectful is looked into as well.

We review overall surveys every couple of weeks (no less than 3 to 4 weeks) and look at individual consultants’ averages as well.

Since some questions that come into the Support Center are not able to be handled in a timely manner because of the nature of the problem or cannot always lead to a solution, we have found that reviewing averages below 3.0 is a good target for us to address any inconsistencies or problems with service.

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IU’s Call Center uses surveys to obtain feedback from a target customer demographic organized by type of service.

Customers being surveyed:

·         IUB – 812-855-4848          20 surveys per month

·         IUPUI- 317-274-5555       20 surveys per month

·         AskIU                                    5 surveys per month

·         Student Financial Aid    20 surveys per month

·         Video Conferencing       16 surveys per month

Customers Evaluate:

·         Staff performance

·         Quality of Service

·         Live Operator / Automated System/ On-Line Request Forms

·         Overall Experience

·         Comments

·         Option to be contacted by management

I’ve copied Momi Ford, our Support Center Manager and Kaye Davidson, our Call Center Manager here.  If you have more questions, please ask.

Cathy O

Cathy O’Bryan, Director

Client Support

University Information Technology Services, Indiana University

(812)856-3527  (IU Bloomington)      (608)333-4547 (Cell)

http://uits.iu.edu/