#AnswerBarResponse%
1Very Satisfied
7689
83.35%
2Somewhat Satisfied
905
9.81%
3Neither Satisfied nor Dissatisfied
235
2.55%
4Somewhat Dissatisfied
224
2.43%
5Very Dissatisfied
172
1.86%
Total
9225
100.00%
General Satisfaction


What would you say best describes your level of satisfaction with our service?
Just-In-Time Support Survey Results
 

Since March 23, 2013

OIT values client feedback. Upon the conclusion of every assistance effort, a follow-up survey is sent to gauge not only client satisfaction levels, but the causes of satisfaction or dissatisfaction. The responses for this survey, shown below in real time and broken down by service area, directly influence OIT’s strategic plans and initiatives.



Sections

General Satisfaction
IT Service Center
General Desktop Support
Academic Technology Consultants
Dedicated Desktop Support
Shared Infrastructure Services
Research Computing
IT Security
Classroom or Lab Support
Network Operations
GDS Dispatch
Messaging And Collaboration
Identity and Access Management
Teaching And Learning Applications
Voice Services And Physical Infrastructure
Desktop Support
Portal
 
#AnswerBarResponse%
1Yes
204
35.54%
2No
370
64.46%
Total
574
100.00%
We are sorry to hear that we did not earn your satisfaction with your recent contact.  We would like to have an OIT representative contact you within one business day in order to try to resolve this issue to your satisfaction.  May we contact you for this purpose?  If not, we would still like your input on this survey so we can do better next time.
Was the issue you contacted us about resolved?
#AnswerBarResponse%
1Yes
8222
90.18%
2I don't know yet
489
5.36%
3No
406
4.45%
Total
9117
100.00%
What is your understanding as to why your problem or issue was not resolved?
#AnswerBarResponse%
1It turns out that the issue is not in an area that OIT controls
52
13.33%
2Current university or security policies prevent resolving this issue
18
4.62%
3OIT was unable to recreate my issue
14
3.59%
4OIT could not resolve my issue
98
25.13%
5OIT would not resolve my issue
13
3.33%
6No reason was given
26
6.67%
7Other (please let us know)
169
43.33%
Total
390
100.00%
IT Service Center

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1My issue was resolved quickly
333
46.70%
2My issue was treated with the appropriate level of urgency
106
14.87%
3The person who helped me was technically competent
91
12.76%
4The person who helped me really listened to me
28
3.93%
5The person who helped me was friendly
74
10.38%
6The person who helped me treated me with respect
18
2.52%
7Was there something else that satisfied you? Please enter that below.
63
8.84%
Total
713
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your lack of satisfaction?
#AnswerBarResponse%
1My issue was not resolved quickly
16
18.82%
2My issue was not treated with the appropriate level of urgency
3
3.53%
3The person who helped me was not technically competent
4
4.71%
4The person who helped me did not really listen to me
7
8.24%
5The person who helped me was not friendly
0
0.00%
6The person who helped me did not treat me with respect
1
1.18%
7Was there something else that dissatisfied you? Please enter that below.
54
63.53%
Total
85
100.00%
#AnswerBarResponse%
1My wait time was minimal
281
16.38%
2Once I met with a technician, the issue was resolved quickly
288
16.78%
3The person who helped me was technically competent
523
30.48%
4The person who helped me really listened to me
86
5.01%
5The person who helped me was friendly
288
16.78%
6The person who helped me treated me with respect
80
4.66%
7The environment was welcoming
31
1.81%
8Was there something else that satisfied you? Please enter that below.
139
8.10%
Total
1716
100.00%
General Desktop Support

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1My wait time was too long
10
10.75%
2Once I met with a technician, the issue was not resolved quickly
14
15.05%
3The person who helped me was not technically competent
10
10.75%
4The person who helped me did not really listen to me
5
5.38%
5The person who helped me was not friendly
3
3.23%
6The person who helped me did not treat me with respect
0
0.00%
7The environment was not welcoming
3
3.23%
8Was there something else that dissatisfied you? Please enter that below.
48
51.61%
Total
93
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
2
66.67%
2My issue was treated with the appropriate level of urgency
0
0.00%
3The consultant who helped me was technically competent
0
0.00%
4The consultant who helped me really listened to me
0
0.00%
5The consultant communicated clearly
0
0.00%
6The consultant who helped me was friendly
0
0.00%
7The consultant who helped me treated me with respect
0
0.00%
8The consultant understood my teaching needs
1
33.33%
9The consultant explained things in a way I could understand
0
0.00%
10Was there something else that satisfied you? Please enter that below.
0
0.00%
Total
3
100.00%
Academic Technology Consultants

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was not resolved quickly
0
0.00%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The consultant who helped me was not technically competent
0
0.00%
4The consultant who helped me did not really listen to me
0
0.00%
5The consultant did not communicate clearly
0
0.00%
6The consultant who helped me was not friendly
0
0.00%
7The consultant who helped me did not treat me with respect
0
0.00%
8The consultant did not understand my teaching needs
0
0.00%
9The consultant did not explain things in a way I could understand
0
0.00%
10Was there something else that dissatisfied you? Please enter that below.
1
100.00%
Total
1
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Dedicated Desktop Support

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
1010
45.78%
2My issue was treated with the appropriate level of urgency
257
11.65%
3The person who helped me was technically competent
402
18.22%
4The person who helped me really listened to me
62
2.81%
5The person who helped me was friendly
195
8.84%
6The person who helped me treated me with respect
54
2.45%
7Was there something else that satisfied you? Please enter that below.
226
10.24%
Total
2206
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
14
30.43%
2The person who helped me was not technically competent
1
2.17%
3The person who helped me did not really listen to me
3
6.52%
4The person I talked to was not friendly
0
0.00%
5The person who helped me did not treat me with respect
0
0.00%
6Was there something else that dissatisfied you? Please enter that below.
28
60.87%
Total
46
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Shared Infrastructure Services 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
158
60.77%
2The person who helped me was technically competent
60
23.08%
3The person who helped me really listened to me
6
2.31%
4The person who helped me was friendly
14
5.38%
5The person who helped me treated me with respect
3
1.15%
6Was there something else that satisfied you? Please enter that below.
19
7.31%
Total
260
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
1
11.11%
2The person who helped me was not technically competent
1
11.11%
3The person who helped me did not really listen to me
0
0.00%
4The person I talked to was not friendly
1
11.11%
5The person who helped me did not treat me with respect
0
0.00%
6Was there something else that dissatisfied you? Please enter that below.
6
66.67%
Total
9
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Research Computing 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
29
67.44%
2My issue was treated with the appropriate level of urgency
5
11.63%
3The person who helped me was technically competent
3
6.98%
4The person who helped me really listened to me
0
0.00%
5The person who helped me was friendly
3
6.98%
6The person who helped me treated me with respect
0
0.00%
7Was there something else that satisfied you? Please enter that below.
3
6.98%
Total
43
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
0
0.00%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The person who helped me was not technically competent
0
0.00%
4The person who helped me did not really listen to me
0
0.00%
5The person I talked to was not friendly
0
0.00%
6The person who helped me did not treat me with respect
0
0.00%
7Was there something else that dissatisfied you? Please enter that below.
0
0.00%
Total
0
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
IT Security 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
111
53.37%
2My issue was treated with the appropriate level of urgency
41
19.71%
3The person who helped me was technically competent
16
7.69%
4The person who helped me really listened to me
5
2.40%
5The person who helped me was friendly
9
4.33%
6The person who helped me treated me with respect
3
1.44%
7The person I talked to adequately explained the problem and how to avoid it in the future
8
3.85%
8Was there something else that satisfied you? Please enter that below.
15
7.21%
Total
208
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
1
3.85%
2My issue was not treated with the appropriate level of urgency
3
11.54%
3The person who helped me was not technically competent
1
3.85%
4The person who helped me did not really listen to me
3
11.54%
5The person I talked to was not friendly
0
0.00%
6The person who helped me did not treat me with respect
0
0.00%
7The person I talked to did not adequately explain the problem and how to avoid it in the future
2
7.69%
8Was there something else that dissatisfied you? Please enter that below.
16
61.54%
Total
26
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Classroom or Lab Support 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
188
48.33%
2My issue was treated with the appropriate level of urgency
69
17.74%
3The person who helped me was technically competent
37
9.51%
4The person who helped me really listened to me
11
2.83%
5The person who helped me communicated clearly
32
8.23%
6The person who helped me was friendly
19
4.88%
7The person who helped me treated me with respect
6
1.54%
8Was there something else that satisfied you? Please enter that below.
27
6.94%
Total
389
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
9
22.50%
2My issue was not treated with the appropriate level of urgency
1
2.50%
3The person who helped me was not technically competent
2
5.00%
4The person who helped me did not really listen to me
3
7.50%
5The person who helped me did not communicate clearly
2
5.00%
6The person who helped me was not friendly
0
0.00%
7The person who helped me did not treat me with respect
0
0.00%
8Was there something else that dissatisfied you? Please enter that below.
23
57.50%
Total
40
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Network Operations

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1My issue was resolved quickly
102
37.36%
2My issue was treated with the appropriate level of urgency
32
11.72%
3The person who helped me was technically competent
49
17.95%
4The person who helped me really listened to me
10
3.66%
5The person who helped me was friendly
40
14.65%
6The person who helped me treated me with respect
17
6.23%
7Was there something else that satisfied you? Please enter that below.
23
8.42%
Total
273
100.00%
#AnswerBarResponse%
1My issue was not resolved quickly
4
15.38%
2My issue was not treated with the appropriate level of urgency
1
3.85%
3The person who helped me was not technically competent
3
11.54%
4The person who helped me did not really listen to me
0
0.00%
5The person who helped me was not friendly
0
0.00%
6The person who helped me did not treat me with respect
1
3.85%
7Was there something else that dissatisfied you? Please enter that below.
17
65.38%
Total
26
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your lack of satisfaction?
GDS Dispatch

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
51
23.50%
2My issue was treated with the appropriate level of urgency
19
8.76%
3The person who helped me was technically competent
74
34.10%
4The person who helped me really listened to me
13
5.99%
5The person who helped me was friendly
21
9.68%
6The person who helped me treated me with respect
10
4.61%
7Was there something else that satisfied you? Please enter that below.
29
13.36%
Total
217
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
1
7.14%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The person who helped me was not technically competent
2
14.29%
4The person who helped me did not really listen to me
0
0.00%
5The person I talked to was not friendly
0
0.00%
6The person who helped me did not treat me with respect
0
0.00%
7Was there something else that dissatisfied you? Please enter that below.
11
78.57%
Total
14
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Messaging And Collaboration 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
695
45.19%
2My issue was treated with the appropriate level of urgency
147
9.56%
3The person who helped me was technically competent
214
13.91%
4The person who helped me really listened to me
62
4.03%
5The person who helped me communicated clearly
153
9.95%
6The person who helped me was friendly
81
5.27%
7The person who helped me treated me with respect
57
3.71%
8Was there something else that satisfied you? Please enter that below.
129
8.39%
Total
1538
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
19
15.57%
2My issue was not treated with the appropriate level of urgency
6
4.92%
3The person who helped me was not technically competent
4
3.28%
4The person who helped me did not really listen to me
13
10.66%
5The person who helped me did not communicate clearly
4
3.28%
6The person who helped me was not friendly
1
0.82%
7The person who helped me did not treat me with respect
1
0.82%
8Was there something else that dissatisfied you? Please enter that below.
74
60.66%
Total
122
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Identity and Access Management 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
157
40.05%
2My issue was treated with the appropriate level of urgency
41
10.46%
3The person who helped me was technically competent
56
14.29%
4The person who helped me really listened to me
16
4.08%
5The person who helped me communicated clearly
43
10.97%
6The person who helped me was friendly
33
8.42%
7The person who helped me treated me with respect
13
3.32%
8Was there something else that satisfied you? Please enter that below.
33
8.42%
Total
392
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
6
27.27%
2My issue was not treated with the appropriate level of urgency
1
4.55%
3The person who helped me was not technically competent
0
0.00%
4The person who helped me did not really listen to me
1
4.55%
5The person who helped me did not communicate clearly
1
4.55%
6The person who helped me was not friendly
0
0.00%
7The person who helped me did not treat me with respect
0
0.00%
8Was there something else that dissatisfied you? Please enter that below.
13
59.09%
Total
22
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Teaching And Learning Applications 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
192
50.93%
2My issue was treated with the appropriate level of urgency
46
12.20%
3The person who helped me was technically competent
43
11.41%
4The person who helped me really listened to me
11
2.92%
5The person who helped me communicated clearly
33
8.75%
6The person who helped me was friendly
16
4.24%
7The person who helped me treated me with respect
10
2.65%
8Was there something else that satisfied you? Please enter that below.
26
6.90%
Total
377
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
11
29.73%
2My issue was not treated with the appropriate level of urgency
3
8.11%
3The person who helped me was not technically competent
1
2.70%
4The person who helped me did not really listen to me
4
10.81%
5The person who helped me did not communicate clearly
0
0.00%
6The person who helped me was not friendly
0
0.00%
7The person who helped me did not treat me with respect
0
0.00%
8Was there something else that dissatisfied you? Please enter that below.
18
48.65%
Total
37
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Voice Services And Physical Infrastructure 

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
24
42.11%
2My issue was treated with the appropriate level of urgency
4
7.02%
3The person who helped me was technically competent
6
10.53%
4The person who helped me really listened to me
0
0.00%
5The person who helped me communicated clearly
5
8.77%
6The person who helped me was friendly
8
14.04%
7The person who helped me treated me with respect
0
0.00%
8Was there something else that satisfied you? Please enter that below.
10
17.54%
Total
57
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
0
0.00%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The person who helped me was not technically competent
1
20.00%
4The person who helped me did not really listen to me
0
0.00%
5The person who helped me did not communicate clearly
0
0.00%
6The person who helped me was not friendly
0
0.00%
7The person who helped me did not treat me with respect
0
0.00%
8Was there something else that dissatisfied you? Please enter that below.
4
80.00%
Total
5
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Desktop Support

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
11
52.38%
2My issue was treated with the appropriate level of urgency
2
9.52%
3The person who helped me was technically competent
3
14.29%
4The person who helped me really listened to me
0
0.00%
5The person who helped me communicated clearly
1
4.76%
6The person who helped me was friendly
1
4.76%
7The person who helped me treated me with respect
1
4.76%
8Was there something else that satisfied you? Please enter that below.
2
9.52%
Total
21
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
1
33.33%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The person who helped me was not technically competent
0
0.00%
4The person who helped me did not really listen to me
1
33.33%
5The person who helped me did not communicate clearly
0
0.00%
6The person who helped me was not friendly
0
0.00%
7The person who helped me did not treat me with respect
0
0.00%
8Was there something else that dissatisfied you? Please enter that below.
1
33.33%
Total
3
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?
Portal

We are very pleased to hear that you were satisfied!

Thinking back on our service, what was the single most important part of your experience that led to your satisfaction?
#AnswerBarResponse%
1The issue was resolved quickly
0
0.00%
2My issue was treated with the appropriate level of urgency
0
0.00%
3The person who helped me was technically competent
0
0.00%
4The person who helped me really listened to me
0
0.00%
5The person who helped me communicated clearly
0
0.00%
6The person who helped me was friendly
0
0.00%
7The person who helped me treated me with respect
0
0.00%
8Was there something else that satisfied you? Please enter that below.
0
0.00%
Total
0
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
0
0.00%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The person who helped me was not technically competent
0
0.00%
4The person who helped me did not really listen to me
0
0.00%
5The person who helped me did not communicate clearly
0
0.00%
6The person who helped me was not friendly
0
0.00%
7The person who helped me did not treat me with respect
0
0.00%
8Was there something else that dissatisfied you? Please enter that below.
0
0.00%
Total
0
100.00%
We are sorry to hear that we did not earn your satisfaction.

Thinking back on our service, what was the single most important part of your experience that led to your dissatisfaction?