#AnswerBarResponse%
1Very Satisfied
2346
81%
2Somewhat Satisfied
315
11%
3Neither Satisfied nor Dissatisfied
83
3%
4Somewhat Dissatisfied
89
3%
5Very Dissatisfied
56
2%
Total
2889
100%
Just-In-Time Support Survey Results

Sections
General Satisfaction
IT Service Center
General Desktop Support
Dedicated Desktop Support
Managed Services
Research Computing
IT Security
Classroom or Lab Support
Academic Technology Consulting
Network Servicing
General Desktop Support in Office



General Satisfaction

You recently had an interaction with OIT.  We are very interested to know if you were satisfied with the support service we provided.  Visit OIT Survey Results for the results of this survey.

What would you say best describes your level of satisfaction with our service?


#AnswerBarResponse%
1Yes
78
37.14%
2No
132
62.86%
Total
210
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.
#AnswerBarResponse%
1Yes
2390
84%
2I don't know yet
281
10%
3No
170
6%
Total
2841
100%
Was the issue you contacted us about resolved?
#AnswerBarResponse%
1It turns out that the issue is not in an area that OIT controls
22
13%
2Current university or security policies prevent resolving this issue
8
5%
3OIT was unable to recreate my issue
3
2%
4OIT could not resolve my issue
44
26%
5OIT would not resolve my issue
1
1%
6No reason was given
12
7%
7Other (please let us know)
78
46%
Total
168
100%
What is your understanding as to why your problem or issue was not resolved?
#AnswerBarResponse%
1My issue was resolved quickly
590
45%
2My issue was treated with the appropriate level of urgency
148
11%
3The person who helped me was technically competent
195
15%
4The person who helped me really listened to me
75
6%
5The person who helped me was friendly
125
9%
6The person who helped me treated me with respect
58
4%
7Was there something else that satisfied you? Please enter that below.
132
10%
Total
1323
100%
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 not resolved quickly
39
31%
2My issue was not treated with the appropriate level of urgency
7
6%
3The person who helped me was not technically competent
7
6%
4The person who helped me did not really listen to me
7
6%
5The person who helped me was not friendly
1
1%
6The person who helped me did not treat me with respect
0
0%
7Was there something else that dissatisfied you? Please enter that below.
64
51%
Total
125
100%
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 wait time was minimal
65
13%
2Once I met with a technician, the issue was resolved quickly
88
18%
3The person who helped me was technically competent
176
36%
4The person who helped me really listened to me
26
5%
5The person who helped me was friendly
66
13%
6The person who helped me treated me with respect
21
4%
7The environment was welcoming
10
2%
8Was there something else that satisfied you? Please enter that below.
43
9%
Total
495
100%
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
1
4%
2Once I met with a technician, the issue was not resolved quickly
2
8%
3The person who helped me was not technically competent
2
8%
4The person who helped me did not really listen to me
0
0%
5The person who helped me was not friendly
0
0%
6The person who helped me did not treat me with respect
0
0%
7The environment was not welcoming
2
8%
8Was there something else that dissatisfied you? Please enter that below.
17
71%
Total
24
100%
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
239
43%
2My issue was treated with the appropriate level of urgency
64
11%
3The person who helped me was technically competent
90
16%
4The person who helped me really listened to me
26
5%
5The person who helped me was friendly
57
10%
6The person who helped me treated me with respect
22
4%
7Was there something else that satisfied you? Please enter that below.
61
11%
Total
559
100%
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 not resolved quickly
3
23%
2The person who helped me was not technically competent
1
8%
3The person who helped me did not really listen to me
0
0%
4The person I talked to was not friendly
0
0%
5The person who helped me did not treat me with respect
0
0%
6Was there something else that dissatisfied you? Please enter that below.
9
69%
Total
13
100%
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
40%
2The person who helped me was technically competent
0
0%
3The person who helped me really listened to me
1
20%
4The person who helped me was friendly
0
0%
5The person who helped me treated me with respect
0
0%
6Was there something else that satisfied you? Please enter that below.
2
40%
Total
5
100%
Managed 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 not resolved quickly
0
0%
2The person who helped me was not technically competent
0
0%
3The person who helped me did not really listen to me
0
0%
4The person I talked to was not friendly
0
0%
5The person who helped me did not treat me with respect
0
0%
6Was there something else that dissatisfied you? Please enter that below.
1
100%
Total
1
100%
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
0
0%
2My issue was treated with the appropriate level of urgency
0
0%
3The person who helped me was technically competent
0
0%
4The person who helped me really listened to me
0
0%
5The person who helped me was friendly
0
0%
6The person who helped me treated me with respect
0
0%
7Was there something else that satisfied you? Please enter that below.
0
0%
Total
0
100%
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 not resolved quickly
0
0%
2My issue was not treated with the appropriate level of urgency
0
0%
3The person who helped me was not technically competent
0
0%
4The person who helped me did not really listen to me
0
0%
5The person I talked to was not friendly
0
0%
6The person who helped me did not treat me with respect
0
0%
7Was there something else that dissatisfied you? Please enter that below.
0
0%
Total
0
100%
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
0
0%
2My issue was treated with the appropriate level of urgency
0
0%
3The person who helped me was technically competent
0
0%
4The person who helped me really listened to me
0
0%
5The person who helped me was friendly
0
0%
6The person who helped me treated me with respect
0
0%
7The person I talked to adequately explained the problem and how to avoid it in the future
0
0%
8Was there something else that satisfied you? Please enter that below.
0
0%
Total
0
100%
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 not resolved quickly
0
0%
2My issue was not treated with the appropriate level of urgency
0
0%
3The person who helped me was not technically competent
0
0%
4The person who helped me did not really listen to me
0
0%
5The person I talked to was not friendly
0
0%
6The person who helped me did not treat me with respect
0
0%
7The person I talked to did not adequately explain the problem and how to avoid it in the future
0
0%
8Was there something else that dissatisfied you? Please enter that below.
0
0%
Total
0
100%
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
0
0%
2My issue was treated with the appropriate level of urgency
0
0%
3The person who helped me was technically competent
0
0%
4The person who helped me really listened to me
0
0%
5The person who helped me communicated clearly
0
0%
6The person who helped me was friendly
0
0%
7The person who helped me treated me with respect
0
0%
8Was there something else that satisfied you? Please enter that below.
0
0%
Total
0
100%
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 not resolved quickly
0
0%
2My issue was not treated with the appropriate level of urgency
0
0%
3The person who helped me was not technically competent
0
0%
4The person who helped me did not really listen to me
0
0%
5The person who helped me did not communicate clearly
0
0%
6The person who helped me was not friendly
0
0%
7The person who helped me did not treat me with respect
0
0%
8Was there something else that dissatisfied you? Please enter that below.
0
0%
Total
0
100%
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
56
35%
2My issue was treated with the appropriate level of urgency
31
20%
3The consultant who helped me was technically competent
16
10%
4The consultant who helped me really listened to me
4
3%
5The consultant communicated clearly
7
4%
6The consultant who helped me was friendly
8
5%
7The consultant who helped me treated me with respect
4
3%
8The consultant understood my teaching needs
11
7%
9The consultant explained things in a way I could understand
3
2%
10Was there something else that satisfied you? Please enter that below.
18
11%
Total
158
100%
Academic Technology Consulting

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
3
14%
2My issue was not treated with the appropriate level of urgency
2
9%
3The consultant who helped me was not technically competent
0
0%
4The consultant who helped me did not really listen to me
0
0%
5The consultant did not communicate clearly
0
0%
6The consultant who helped me was not friendly
0
0%
7The consultant who helped me did not treat me with respect
0
0%
8The consultant did not understand my teaching needs
0
0%
9The consultant did not explain things in a way I could understand
0
0%
10Was there something else that dissatisfied you? Please enter that below.
17
77%
Total
22
100%
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%
1My issue was resolved quickly
22
54%
2My issue was treated with the appropriate level of urgency
6
15%
3The person who helped me was technically competent
4
10%
4The person who helped me really listened to me
2
5%
5The person who helped me was friendly
3
7%
6The person who helped me treated me with respect
2
5%
7Was there something else that satisfied you? Please enter that below.
2
5%
Total
41
100%
Network Servicing

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 not resolved quickly
3
60%
2My issue was not treated with the appropriate level of urgency
1
20%
3The person who helped me was not technically competent
0
0%
4The person who helped me did not really listen to me
0
0%
5The person who helped me was not friendly
0
0%
6The person who helped me did not treat me with respect
0
0%
7Was there something else that dissatisfied you? Please enter that below.
1
20%
Total
5
100%
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%
1The issue was resolved quickly
0
0%
2My issue was treated with the appropriate level of urgency
0
0%
3The person who helped me was technically competent
0
0%
4The person who helped me really listened to me
0
0%
5The person who helped me was friendly
0
0%
6The person who helped me treated me with respect
0
0%
7Was there something else that satisfied you? Please enter that below.
0
0%
Total
0
100%
General Desktop Support in Office

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%
2My issue was not treated with the appropriate level of urgency
0
0%
3The person who helped me was not technically competent
0
0%
4The person who helped me did not really listen to me
0
0%
5The person I talked to was not friendly
0
0%
6The person who helped me did not treat me with respect
0
0%
7Was there something else that dissatisfied you? Please enter that below.
0
0%
Total
0
100%
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?