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?

   	Percent	Count	Answers
   	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%	44/44	Summary
   		2.3/5	Overall rating from 1 to 5

   
   
   

2. Was your problem resolved?

   	Percent	Count	Answers
   	73.2%	30/41	Yes
   	26.8%	11/41	No
   	100.0%	41/41	Summary

   
   
   

3. How was your problem resolved?

   	Percent	Count	Answers
   	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%	38/38	Summary

   
   
   

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

   1)	My telephone call was answered promptly
   	Percent Count Answers 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% 38/38 Summary
   2)	The person who answered the call was courteous
   	Percent Count Answers 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% 39/39 Summary
   3)	The person who answered the call understood my problem
   	Percent Count Answers 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% 37/37 Summary

   
   
   

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

   	Percent	Count	Answers
   	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%	34/34	Summary

   
   
   

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
   	Percent Count Answers 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% 39/39 Summary
   2)	The person who ended up helping me understood my problem
   	Percent Count Answers 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% 34/34 Summary

   
   
   

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?

   	Percent	Count	Answers
   	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%	38/38	Summary

   
   
   

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

   	Percent	Count	Answers
   	76.3%	29/38	Yes
   	23.7%	9/38	No
   	100.0%	38/38	Summary

   
   
   

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

   	Percent	Count	Answers
   	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.

    • Better informed customer reps would help.
    • Keep it up
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    • Great customer service
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