ITS to use survey to improve customer service

Brock’s Information Technology Services wants to know how it’s doing.

To find out, the department will now email an invitation to complete a short survey to faculty and staff who submit a ticket to the ITS Service Desk for help with technological glitches, other than simple fixes such as resetting passwords.

The survey, which will be offered after work is completed, consists of a scale for ITS clients to rate their service experience, and the opportunity to provide more detailed feedback.

Anyone dissatisfied with the outcome of their service request will have seven days to notify ITS, which will then revisit the issue and continue to work until its resolved to the satisfaction of the client.

The survey is part of ITS’s efforts to improve its customer service, explained Philip Wright, Associate Vice-President of Information Technology and the University’s chief information officer.

“It’s allowing us to get immediate feedback and a satisfaction rating right away,” Wright said. “People will get an invitation right away to log their thoughts, good or bad. It’s direct access back to us so we can track issues and follow up.”

Posted on April 19, 2013

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