Helpdesk Satisfaction Survey

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	Customer Support Survey

Thank you for visiting our Customer Support Survey and for giving us the opportunity to serve you. Please help us to serve you better by offering your feedback on how we handled your recent inquiry.

(1)--What was your reason for contacting the IT Help Desk?


(2)--How did you contact the IT Help Desk?	By telephone In person By e-mail Web form From the portal (inside.capital.edu)

(3)--How long did you wait before receiving either a reply or response to your inquiry?	I never received a response or reply Immediately Between 1-4 hours Between 5-8 hours Within 24 hours More than 24 hours

(4)-- Did the Help Desk Technician:
Appear knowledgeable and competent?	Yes No NA
Handle your issue with professionalism and courtesy?	Yes No NA
Diagnose and resolve your inquiry?	Yes No NA
Create and record your inquiry in a ticket?	Yes No NA
Forward you a copy of the ticket?	Yes No NA

(5)--Did your inquiry require an on-site visit from an IT Professional?
Yes No

(6)--If yes, did the IT Professional:
Resolve your issue?	Yes No NA
Appear knowledgeable and competent?	Yes No NA
Handle your inquiry with courtesy and professionalism?	Yes No NA
Provide you with knowledge regarding the root cause of your inquiry?	Yes No NA

(7)--About how lond did it take to get your problem resolved?	Immediate resolution Less than 24 hours Between 2-5 days More than a week This problem is still unresolved

(8)--Overall, how satisfied was your customer service experience?	Very satisfied Satisfied Indifferent Dissatisfied Very dissatisfied

(9)--If you were less than satisfied, what recommendations would you offer to improve our services?


(10)--Which IT personnel assisted you?


Any additional comments


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