From 17 November to 23 December 2015, ICTO Help Desk conducted the yearly staff satisfaction survey to measure staff user’s satisfaction level on the services provided. The result will provide information and reference for our continuous improvements.
A total of 1515 email invitations were sent to UM staff and 337 replies were received, which was relevant to the response rate of 22%. A total of 19 statements were given to respondents for rating. Most of the respondents were satisfied with ICTO services and support. The average scores in the majority of aspects (Hotline Service, Email Service, Remote Support, Technical Support, and Overall Service) were above 4 out of 5, which was equivalent to “Satisfied”. The results were published in http://www.umac.mo/icto/h_survey_e.html
In order to get the respondents’ precise opinions, two open-ended questions were listed to collect feedback from respondents on the aspect of ICTO services that respondents appreciate the most and on what ICTO Helpdesk can improve to serve the users better. 78 and 54 feedback were received respectively. Below indicated some of the comments collected from the survey and our plan of improvement actions.
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