#AnswerBarResponse%
1Very Satisfied
7440
83.17%
2Somewhat Satisfied
888
9.93%
3Neither Satisfied nor Dissatisfied
229
2.56%
4Somewhat Dissatisfied
220
2.46%
5Very Dissatisfied
169
1.89%
Total
8946
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
200
35.65%
2No
361
64.35%
Total
561
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
7967
90.10%
2I don't know yet
481
5.44%
3No
394
4.46%
Total
8842
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
51
13.49%
2Current university or security policies prevent resolving this issue
17
4.50%
3OIT was unable to recreate my issue
13
3.44%
4OIT could not resolve my issue
94
24.87%
5OIT would not resolve my issue
13
3.44%
6No reason was given
26
6.88%
7Other (please let us know)
164
43.39%
Total
378
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
322
46.33%
2My issue was treated with the appropriate level of urgency
104
14.96%
3The person who helped me was technically competent
90
12.95%
4The person who helped me really listened to me
27
3.88%
5The person who helped me was friendly
73
10.50%
6The person who helped me treated me with respect
18
2.59%
7Was there something else that satisfied you? Please enter that below.
61
8.78%
Total
695
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
19.28%
2My issue was not treated with the appropriate level of urgency
3
3.61%
3The person who helped me was not technically competent
4
4.82%
4The person who helped me did not really listen to me
6
7.23%
5The person who helped me was not friendly
0
0.00%
6The person who helped me did not treat me with respect
1
1.20%
7Was there something else that dissatisfied you? Please enter that below.
53
63.86%
Total
83
100.00%
#AnswerBarResponse%
1My wait time was minimal
279
16.62%
2Once I met with a technician, the issue was resolved quickly
281
16.74%
3The person who helped me was technically competent
508
30.26%
4The person who helped me really listened to me
85
5.06%
5The person who helped me was friendly
282
16.80%
6The person who helped me treated me with respect
78
4.65%
7The environment was welcoming
31
1.85%
8Was there something else that satisfied you? Please enter that below.
135
8.04%
Total
1679
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
10.99%
2Once I met with a technician, the issue was not resolved quickly
14
15.38%
3The person who helped me was not technically competent
10
10.99%
4The person who helped me did not really listen to me
5
5.49%
5The person who helped me was not friendly
3
3.30%
6The person who helped me did not treat me with respect
0
0.00%
7The environment was not welcoming
3
3.30%
8Was there something else that dissatisfied you? Please enter that below.
46
50.55%
Total
91
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
952
45.29%
2My issue was treated with the appropriate level of urgency
245
11.66%
3The person who helped me was technically competent
387
18.41%
4The person who helped me really listened to me
60
2.85%
5The person who helped me was friendly
190
9.04%
6The person who helped me treated me with respect
53
2.52%
7Was there something else that satisfied you? Please enter that below.
215
10.23%
Total
2102
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
13
29.55%
2The person who helped me was not technically competent
1
2.27%
3The person who helped me did not really listen to me
3
6.82%
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.
27
61.36%
Total
44
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
155
60.78%
2The person who helped me was technically competent
60
23.53%
3The person who helped me really listened to me
6
2.35%
4The person who helped me was friendly
12
4.71%
5The person who helped me treated me with respect
3
1.18%
6Was there something else that satisfied you? Please enter that below.
19
7.45%
Total
255
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
28
66.67%
2My issue was treated with the appropriate level of urgency
5
11.90%
3The person who helped me was technically competent
3
7.14%
4The person who helped me really listened to me
0
0.00%
5The person who helped me was friendly
3
7.14%
6The person who helped me treated me with respect
0
0.00%
7Was there something else that satisfied you? Please enter that below.
3
7.14%
Total
42
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
105
53.57%
2My issue was treated with the appropriate level of urgency
36
18.37%
3The person who helped me was technically competent
15
7.65%
4The person who helped me really listened to me
5
2.55%
5The person who helped me was friendly
9
4.59%
6The person who helped me treated me with respect
3
1.53%
7The person I talked to adequately explained the problem and how to avoid it in the future
8
4.08%
8Was there something else that satisfied you? Please enter that below.
15
7.65%
Total
196
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
1
4.00%
2My issue was not treated with the appropriate level of urgency
2
8.00%
3The person who helped me was not technically competent
1
4.00%
4The person who helped me did not really listen to me
3
12.00%
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%
7The person I talked to did not adequately explain the problem and how to avoid it in the future
2
8.00%
8Was there something else that dissatisfied you? Please enter that below.
16
64.00%
Total
25
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
181
47.88%
2My issue was treated with the appropriate level of urgency
68
17.99%
3The person who helped me was technically competent
36
9.52%
4The person who helped me really listened to me
11
2.91%
5The person who helped me communicated clearly
31
8.20%
6The person who helped me was friendly
19
5.03%
7The person who helped me treated me with respect
6
1.59%
8Was there something else that satisfied you? Please enter that below.
26
6.88%
Total
378
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
9
24.32%
2My issue was not treated with the appropriate level of urgency
1
2.70%
3The person who helped me was not technically competent
2
5.41%
4The person who helped me did not really listen to me
3
8.11%
5The person who helped me did not communicate clearly
2
5.41%
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.
20
54.05%
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?
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
101
37.83%
2My issue was treated with the appropriate level of urgency
31
11.61%
3The person who helped me was technically competent
49
18.35%
4The person who helped me really listened to me
9
3.37%
5The person who helped me was friendly
38
14.23%
6The person who helped me treated me with respect
17
6.37%
7Was there something else that satisfied you? Please enter that below.
22
8.24%
Total
267
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
49
23.33%
2My issue was treated with the appropriate level of urgency
19
9.05%
3The person who helped me was technically competent
71
33.81%
4The person who helped me really listened to me
12
5.71%
5The person who helped me was friendly
20
9.52%
6The person who helped me treated me with respect
10
4.76%
7Was there something else that satisfied you? Please enter that below.
29
13.81%
Total
210
100.00%
#AnswerBarResponse%
1The issue was not resolved quickly
1
7.69%
2My issue was not treated with the appropriate level of urgency
0
0.00%
3The person who helped me was not technically competent
2
15.38%
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.
10
76.92%
Total
13
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
671
44.61%
2My issue was treated with the appropriate level of urgency
145
9.64%
3The person who helped me was technically competent
212
14.10%
4The person who helped me really listened to me
61
4.06%
5The person who helped me communicated clearly
152
10.11%
6The person who helped me was friendly
81
5.39%
7The person who helped me treated me with respect
55
3.66%
8Was there something else that satisfied you? Please enter that below.
127
8.44%
Total
1504
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
147
39.52%
2My issue was treated with the appropriate level of urgency
41
11.02%
3The person who helped me was technically competent
56
15.05%
4The person who helped me really listened to me
15
4.03%
5The person who helped me communicated clearly
43
11.56%
6The person who helped me was friendly
29
7.80%
7The person who helped me treated me with respect
13
3.49%
8Was there something else that satisfied you? Please enter that below.
28
7.53%
Total
372
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
190
51.08%
2My issue was treated with the appropriate level of urgency
46
12.37%
3The person who helped me was technically competent
43
11.56%
4The person who helped me really listened to me
11
2.96%
5The person who helped me communicated clearly
33
8.87%
6The person who helped me was friendly
14
3.76%
7The person who helped me treated me with respect
10
2.69%
8Was there something else that satisfied you? Please enter that below.
25
6.72%
Total
372
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
42.86%
2My issue was treated with the appropriate level of urgency
4
7.14%
3The person who helped me was technically competent
6
10.71%
4The person who helped me really listened to me
0
0.00%
5The person who helped me communicated clearly
5
8.93%
6The person who helped me was friendly
7
12.50%
7The person who helped me treated me with respect
0
0.00%
8Was there something else that satisfied you? Please enter that below.
10
17.86%
Total
56
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?