Help Desk Feedback Form

Live Report

07-Dec-2022 3:06:58 AM


There are a total of 87 responses FROM 13-Aug-2009 to 18-Oct-2022.


  1. Overall, how satisfied were you with the service you received?

    ---------------
     PercentCountAnswers
    ---------------
    40.9% 18/44 Very dissatisfied
    18.2% 8/44 Somewhat dissatisfied
    20.5% 9/44 Neither satisfied nor dissatisfied
    15.9% 7/44 Somewhat satisfied
    4.5% 2/44 Very satisfied
    ---------------
     100.0%44/44Summary
    ---------------
     2.3/5Overall rating from 1 to 5


  2. Was your problem resolved?

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     PercentCountAnswers
    ---------------
    73.2% 30/41 Yes
    26.8% 11/41 No
    ---------------
     100.0%41/41Summary
    ---------------


  3. How was your problem resolved?

    ---------------
     PercentCountAnswers
    ---------------
    36.8% 14/38 The help desk resolved the problem over the phone
    28.9% 11/38 A coworker resolved the problem
    21.1% 8/38 By a technician sent by the help desk
    10.5% 4/38 I resolved the problem myself
    2.6% 1/38 Other
    ---------------
     100.0%38/38Summary
    ---------------


  4. Listed below is a series of statements. Please indicate your level of agreement with each statement:

    1) My telephone call was answered promptly
    ---------------
     PercentCountAnswers
    ---------------
    47.4% 18/38 Strongly agree
    31.6% 12/38 Agree
    13.2% 5/38 Neither agree nor disagree
    7.9% 3/38 Disagree
    0.0% 0/38 Strongly disagree
    ---------------
     100.0%38/38Summary
    ---------------
    2) The person who answered the call was courteous
    ---------------
     PercentCountAnswers
    ---------------
    41.0% 16/39 Strongly agree
    33.3% 13/39 Agree
    10.3% 4/39 Neither agree nor disagree
    15.4% 6/39 Disagree
    0.0% 0/39 Strongly disagree
    ---------------
     100.0%39/39Summary
    ---------------
    3) The person who answered the call understood my problem
    ---------------
     PercentCountAnswers
    ---------------
    48.6% 18/37 Strongly agree
    27.0% 10/37 Agree
    13.5% 5/37 Neither agree nor disagree
    10.8% 4/37 Disagree
    0.0% 0/37 Strongly disagree
    ---------------
     100.0%37/37Summary
    ---------------


  5. How did the person who initially answered the phone try to help you?

    ---------------
     PercentCountAnswers
    ---------------
    29.4% 10/34 They transferred my call to someone else.
    58.8% 20/34 They sent out a technician to fix my machine/software problem.
    11.8% 4/34 They tried to resolve my problem while I was on the phone.
    ---------------
     100.0%34/34Summary
    ---------------


  6. Please indicate your level of agreement with each statement about the person who helped you resolve your problem.

    1) The person who ended up helping me was courteous
    ---------------
     PercentCountAnswers
    ---------------
    41.0% 16/39 Strongly agree
    25.6% 10/39 Agree
    17.9% 7/39 Neither agree nor disagree
    15.4% 6/39 Disagree
    0.0% 0/39 Strongly disagree
    ---------------
     100.0%39/39Summary
    ---------------
    2) The person who ended up helping me understood my problem
    ---------------
     PercentCountAnswers
    ---------------
    44.1% 15/34 Strongly agree
    17.6% 6/34 Agree
    26.5% 9/34 Neither agree nor disagree
    11.8% 4/34 Disagree
    0.0% 0/34 Strongly disagree
    ---------------
     100.0%34/34Summary
    ---------------


  7. Thinking about the problem you contacted the help desk about, how long did it take to resolve the problem from the time you first contacted the help desk?

    ---------------
     PercentCountAnswers
    ---------------
    34.2% 13/38 Problem was resolved immediately
    28.9% 11/38 Less than two hours
    13.2% 5/38 Two to three hours
    15.8% 6/38 Four to eight hours
    5.3% 2/38 Two working days
    2.6% 1/38 More than two working days
    ---------------
     100.0%38/38Summary
    ---------------


  8. Did anyone follow up with you to see whether your problem was resolved?

    ---------------
     PercentCountAnswers
    ---------------
    76.3% 29/38 Yes
    23.7% 9/38 No
    ---------------
     100.0%38/38Summary
    ---------------


  9. What was the reason for your call to the help desk?

    ---------------
     PercentCountAnswers
    ---------------
    68.2% 15/22 Software wouldn't work properly
    63.6% 14/22 Software Installation
    59.1% 13/22 Hardware/computer wouldn't work properly
    54.5% 12/22 Had question about how to use software
    45.5% 10/22 Other
    45.5% 10/22 Had problem with the network
    ---------------


  10. In the space below, please write any comments (positive or negative) or suggestions you have.