eiNetwork Help Desk Satisfaction Survey Analysis

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 # Surveys Sent (calls closed) # 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 # Surveys Sent (calls closed) # 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%