OIT Service Desk begins e-mail customer survey
June 16, 2009
The Office for Information Technology (OIT) Service Desk has engaged HDI to survey customers as help tickets are closed. The short survey (requiring only a few minutes to complete) will be done completely online, and users will be tracked so they will be asked to complete a survey only once in any 30-day period, and so they can opt out of future surveys at any time. Even though HDI will track users, the data reported to OIT Customer Support will be completely anonymous.
OIT engaged HDI, the largest association for IT service and support professionals, because they have significant experience in measuring service-desk customer satisfaction, and because their experience will allow OIT to benchmark its Service Desk performance against similar organizations in other higher-education institutions. HDI is also the vendor for the Duke Health Technical Solutions survey, so OIT has good feedback on the organization's performance.
Surveys will start going out after close of business on June 15. If you have any questions about the survey, please contact the OIT Service Desk.