IT Services Customer Satisfaction

Status of respondents

100%
University Staff

90%

Non-University Staff

80%

Postgraduate Student

70%

Undergraduate Student

60%

Other

50%
40%

College of Respondents

30%
20%
10%

University Services

0%

Arts
MVLS
Science & Engineering
Social Science

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

IT Services Customer Satisfaction

01 October 2013 to

31 October 2013

Summary - October 2013 High general satisfaction in a very busy month. Dissatisfaction was expressed in the following cases:

F0317265

A MyCampus call that was reassigned, for no clear reason, to Moodle support. I have contacted the customer.

F0321547

The customer is happy with support but not with thr usability of Mahara. Referring the comments to Learning Technology Unit

F0329063

The holder of two zero-hours posts requested an SSD account; the response was in terms of the not-relevant post. Investigated and process
corrected.

F0326717

The customer reported a Moodle problem (Quiz not displaying). He received no responses without chasing-up, and it took 11 days to fix Discussed
with the support team: the problem was complex, and there were other issues in hand, but more proactive updates would have been appropriate.

F0329065

The same customer opened a second call on the same problem.

F0324165

The customer is unhappy that his request for incorporating a new plug-in into Moodle was, after consideration, rejected,.

The following support people were named by appreciative customers:

Sue Macmillan of IT Svs (2 calls), Neil Ferguson of Soc.Sci.Education (2 calls), Kenny Whyte of the IT Helpdesk, Nicole Jefford of IT
Services (2 calls), Andy Ritchie of the IT helpdesk,

01 Oct 13

to

31 Oct 13

Callref

Date-Time

F0322094
F0322069
F0321921

01/10/2013 08:22
01/10/2013 09:57
01/10/2013 10:52

F0321755
F0322479
F0322302
F0322073

01/10/2013 11:07
01/10/2013 14:54
01/10/2013 20:53
02/10/2013 07:14

F0308022
F0323283
F0322571
It took many attempts to get a human on the end of the phone F0323307
- once I got one the problem was quickly solved. I dread to
think how long it would have taken (and how many iterations
it would have taken) if I'd emailed as suggested by the
answering machine and played the resultant game of email
ping-pong......
F0323304
F0323280
Super fast which was fantastic as I needed an out of office
F0323595
message added urgently. Thanks!

03/10/2013 10:41
03/10/2013 11:49
03/10/2013 12:43
03/10/2013 14:24

IT Services Helpdesk Customer satisfaction COMMENTS

Codes
1
2
3
4
5

Staff Category
University Staff
Non-University Staff
Postgraduate Student
Undergraduate Student
Other
Helpdesk

College
University Services
Arts
MVLS
Science & Engineering
Social Science

Responsiveness Effectiveness Status

College Comments

2604
2605
2606

1
1
2

1
1
3

1
1
3

1
1
1

1
5
5

2607
2608
2609
2610

1
1
1
1

1
1
1
1

1
1
1
1

1
1
3
1

1
1
3
5

2611
2612
2613
2614

1
1
1
2

1
1
1
2

1
1
1
2

1
1
3
1

4
1
5
4

2615
2616
2617

1
1
1

1
1
1

1
1
1

3
1
1

3
4
1

Thanks for a speedy resolution to my request.

I am an associate tutor, and I teach 4 hours on a Monday
morning; I shall not know until next Monday whether there is
any improvement in Moodle 2, so I cannot say whether or not
you have solved my problem, or how good the solution may
be.
Prompt service, as always. Thank you
Checked it this morning. It works fine. many thanks for your
speedy response. I shall remember the significance of the
AFV button in case anyone tampers with it next time!
Andrzej Huczynski

03/10/2013 14:32
03/10/2013 14:36
04/10/2013 09:05

2618

Thanks as always for quick and efficient response. With lots

of new staff starting recently, I am placing this type of call
several times a week, and it's much appreciated that things
are actioned so quickly.

F0323546

04/10/2013 10:00

2619
2620

1
1

1
1

1
1

4
1

5
1

F0318867
F0323492
This was speedy, excellent service from a colleague who
clearly knew what he was doing, and who solved a quite tricky
problem to do so.

04/10/2013 10:43
04/10/2013 12:51

Thanks,
John O'Dowd
2621
2622
2623
2624
2625
2626
2627

2
1
1
1
1
1
1

1
1
1
1
1
1
1

2
2
1
1
1
1
1

4
4
1
1
1
1
1

4
2
1
1
2
3
1

2628

2629
2630
2631
2632

4
1
1
1

4
1
2
1

2
1
1
1

1
1
3
1

1
1
3
5

2633

2634
2635

2
1

1
1

1
1

1
1

4
3

2636
2637
2638
2639
2640

1
1
1
1
1

1
1
1
1
2

1
1
1
1
2

1
1
1
1
3

3
3
1
4
4

excellent service
Excellent service, very much appreciated and good
suggestions on how to improve the suggested SupportWorks
changes.
Very helpful
Many thanks,
Isabel
Fantastic service, thank you
Fantastic service!!! Prompt and efficient, indeed. Many many
thanks again. :-)
Many thanks for a fast and effective response!
Regards,
Declan
Excellent! Sue MacMillan handled my request quickly and
efficiently. Thank you.
Quick, efficient service as always. Many thanks.

F0321940
F0318969
F0323324
F0322979
F0324105
F0323123
F0318825

04/10/2013 19:07
05/10/2013 18:21
07/10/2013 08:45
07/10/2013 08:49
07/10/2013 10:08
07/10/2013 10:57
07/10/2013 12:54

F0324402

07/10/2013 15:12

F0317265
F0324895
F0321916
F0325240

07/10/2013 22:13
08/10/2013 11:56
08/10/2013 15:08
09/10/2013 10:52

F0324907

09/10/2013 13:58

F0325147
F0325273

09/10/2013 14:16
09/10/2013 14:53

F0325154
F0325483
F0325685
F0319255
F0322048

09/10/2013 19:21
10/10/2013 08:07
10/10/2013 09:06
10/10/2013 14:30
11/10/2013 07:56

2641
2642
2643
2644
2645

1
1
1
1
1

1
1
1
1
1

1
1
1
1
1

1
1
4
1
1

3
1
2
1
5

2646
2647
2648

1
1
1

1
1
1

1
1
1

1
1
1

1
1
5

2649
2650
2651
2652
2653
2654
2655

1
1
1
2
1
2
1

1
1
2
2
1
2
1

1
1
2
1
1
1
4

1
1
3
1
1
1
1

1
1
4
5
5
3
2

Excellent assistance! Thank you, Sue.

F0325787
F0323247
F0326070
F0326286
F0317316

11/10/2013 08:46
11/10/2013 11:20
11/10/2013 11:23
11/10/2013 11:42
11/10/2013 14:00

F0324825
F0326158
F0326014

11/10/2013 14:26
11/10/2013 14:44
11/10/2013 16:16

F0326216
F0326216
F0326144
F0325376
Neil has very helpful.
F0323410
F0325506
Mahara not quite that intuitive (no mention of att5btues etc on F0321547
apge)

12/10/2013 08:09
12/10/2013 08:09
13/10/2013 23:48
14/10/2013 08:05
14/10/2013 11:30
14/10/2013 12:17
14/10/2013 17:55

Another amazingly quick turnaround, thanks!!

Thank you so much for all your kind guidance to CREATe
colleagues leading up to our event today, Friday 11 October
at Wellington Church. Thank you for your assistance and
professional service.

I am very satisfied the service of my Technician Mr. Neil He

has provide me very good service facility and sort out my
problem.

But eventually worked it out

IT help desk service is great-prompt and usally spot on; only
problem here is acutually mahara
Mahara not quite that intuitive (no mention of attributes etc on
apge)
But eventually worked it out
I think if we want people to use it a users' guide would be
helpful (quite a lot of the students played around but were not
sure how it worked; i tried with own student and dummy
account it worked differently in each one)

2656
2657
2658

1
1
1

1
1
1

1
1
1

1
1
1

3
4
1

Thanks very much for your help!

F0327039
F0327152
F0327383

15/10/2013 13:07
15/10/2013 13:33
15/10/2013 15:10

2659
2660
2661

1
2
1

1
1
1

1
1
1

1
1
1

1
3
5

2662
2663
2664
2665
2666
2667
2668
2669
2670
2671

1
2
1
1
1
2
1
1
1
1

1
2
1
1
1
1
1
1
1
1

1
1
1
1
1
1
1
1
1
1

3
3
1
4
1
1
1
1
1
1

4
3
3
3
4
5
3
3
1
1

2672
2673

1
2

1
2

1
3

1
1

1
1

2674
2675
2676
2677
2678
2679

1
0
1
1
1
1

2
0
1
1
1
1

1
0
1
1
1
1

1
1
1
1
1
1

1
2
1
5
1
1

As ever, I'm immensely grateful to IT Services, but especially

here to both Steven Jack and Campbell Jamieson for their
speedy response; and extra-specially so for Steven's
commitment to attend each morning until we were happy that
the problem had been resolved.
Thank you.

Thanks. All dealt with swiftly and the job is now done!

Super quick! Thanks so much.

The question item scales need revising e.g. "How good was
the service?" "Very satisfied"? etc.
I find it uncomfortable dealing with "It Services" as if a robot
was on the other end. Most modern IT Help systems name
the person. Is that possible?
Bob
Hi, not sure those last two options are correct, but were the
best ones available.
I have now got a staff email address, but I don't know how to
access it. Can you tell me what page to look up and how I log
in to my email account, please?
Thanks,
Sheena Russell

F0326638
F0327371
F0325216

16/10/2013 07:50
16/10/2013 08:12
16/10/2013 09:12

F0327109
F0324749
F0327870
F0327453
F0328096
F0328182
F0328211
F0328479
F0326216
F0327782

16/10/2013 09:32
16/10/2013 12:13
16/10/2013 15:26
16/10/2013 16:33
17/10/2013 11:22
17/10/2013 13:23
17/10/2013 14:28
18/10/2013 13:17
18/10/2013 15:45
19/10/2013 13:39

F0328655
F0327576

21/10/2013 08:24
21/10/2013 09:30

F0322655
F0328986
F0328959
F0329061
F0328817
F0329102

21/10/2013 11:18
21/10/2013 13:19
21/10/2013 15:07
21/10/2013 15:18
21/10/2013 15:32
21/10/2013 15:49

2680

F0329063
This did not solve the initial question. Yes, I have an email
address but this was about accessing resources in the Library
and elsewhere. It was a question of upgrading my account to
SSD7 status as many staff (IT Tutors, Invigilators) cannot
access these resources. There is a bigger issue here.

22/10/2013 09:49

2681
2682

1
1

1
1

1
1

1
3

3
3

great thanks
Kenny answered a question I asked and a question I needed
to ask but didn't. First rate service.

F0329229
F0329385

22/10/2013 14:28
22/10/2013 14:56

2683
2684

2
1

2
1

2
1

1
1

1
1

F0329361
F0329049

22/10/2013 15:23
22/10/2013 15:47

2685
2686
2687
2688
2689
2690
2691
2692

1
1
1
1
2
1
1
1

1
1
1
1
1
1
2
1

1
1
1
1
1
1
1
1

1
1
1
1
1
5
1
1

3
1
3
3
1
4
3
3

F0329427
F0325202
F0329626
F0329607
F0328914
F0323009
F0329800
F0327670

22/10/2013 15:49
23/10/2013 09:18
23/10/2013 09:21
23/10/2013 10:07
23/10/2013 10:09
23/10/2013 13:00
23/10/2013 13:22
23/10/2013 14:36

2693
2694
2695
2696
2697
2698

1
1
1
1
1
4

1
1
1
1
1
5

1
0
1
1
1
1

1
1
1
4
1
1

3
3
1
3
3
3

23/10/2013 17:02
24/10/2013 09:22
24/10/2013 09:50
24/10/2013 16:28
25/10/2013 09:49
25/10/2013 10:48

2699

2700

2701
2702
2703
2704
2705
2706
2707
2708

1
1
1
1
2
1
1
1

1
1
1
1
1
1
1
1

1
1
1
1
1
1
1
1

1
1
1
1
1
1
1
1

4
3
3
1
4
3
2
5

F0329224
F0329520
F0330124
F0329675
F0329234
A more prompt approach to problems with teaching resources F0326717
on moodle is required
A more prompt approach to problems with teaching resources F0329065
on moodle is required.
Would have been helpful to have some idea of how long the
F0329198
fix was expected to take
F0330498
F0328811
F0329901
F0327271
F0330271
F0330287
F0330319
Thanks as always for your fine support.
F0326342

Nicole promptly answered my call and did a great job at

helping me resolve the issue. Thank you!
Thank you for your support!
Thank you for the speedy response and resolution!
PhD Student and GTA (staff)
Andy was really helpful in resolving the problem and very
swift in getting back to me.

25/10/2013 10:49
25/10/2013 10:58
25/10/2013 13:12
25/10/2013 13:13
25/10/2013 14:02
25/10/2013 14:24
25/10/2013 14:37
28/10/2013 08:50
28/10/2013 11:26
28/10/2013 12:01

2709

2710
2711
2712
2713
2714
2715
2716
2717
2718
2719
2720
2721
2722

1
2
1
1
1
2
1
1
1
3
1
0
1

1
1
1
1
1
3
1
1
1
1
2
1
1

1
1
1
1
1
1
1
1
1
2
1
1
1

2
1
4
1
1
1
1
1
1
1
1
4
1

1
3
5
1
1
3
4
3
3
1
3
5
2

2723
2724

1
1

1
1

1
1

1
1

3
1

Very friendly and helpful staff at the IT help desk, very prompt F0330813
refunding of printer credits (only took two days). Very satisfied
with the experience.
F0330995
F0331308
F0330875
Thanks Niki for sorting this out so promptly.
F0327154
F0331371
F0323828
F0330529
F0331786
F0331456
F0331610
F0328639
F0331368
Impressively persistent in following up a call after initial
F0319571
response. Perhaps this was because my support request
addressed a problem others were having, but impressive
nonetheless. Thanks.
F0326381
Service provided for my request was more than satisfactory.
F0328839
I appreciated it very much.

28/10/2013 13:45

28/10/2013 14:14
28/10/2013 16:18
28/10/2013 16:20
28/10/2013 16:49
29/10/2013 09:38
29/10/2013 12:11
29/10/2013 15:22
29/10/2013 16:30
29/10/2013 16:43
30/10/2013 08:13
30/10/2013 14:04
30/10/2013 14:12
30/10/2013 14:19

30/10/2013 16:57
31/10/2013 08:55

Thanks.
Irene
2725
2726
2727

1
1
2

1
1
3

1
1
5

3
1
1

5
5
3

This plugin provides useful functionality not available in core

product. Suggesting I should ask Moodle to incorporate it into
the core is not a viable solution - even if they agree we won't
see the functionality for 2 years. This negative approach to
trying anything new is killing any possibility of innovating
learning technology at this institution.

F0332184
F0332216
F0324165

31/10/2013 09:19
31/10/2013 10:30
31/10/2013 11:08