ICTO conducted the yearly staff satisfaction survey to measure staff user’s satisfaction level regarding Help Desk services. Survey was conducted from 1 December to 31 December 2017.  The yearly survey provides us a good reference to make further improvements.

ICTO sent a total of 1495 invitations to UM staff members via email. 375 replies (response rate 25%) were received. Compare to 21% last year, which was 313 to 1507, there was 4% increase in the response rate.  Among the 375 respondents, 308 replied that they had used ICTO Help Desk support service in the last 6 months.  The rating from these 308 respondents is analysed.

A total of 19 statements were given to respondents for rating. Most of the respondents were satisfied with ICTO’s services and support. The average scores in all aspects (Hotline Service, Email Service, Remote Support, Technical Support, and Overall Service) were above 4 out of 5, equivalent to “Satisfied”. The results were published on ICTO’s web page – http://www.umac.mo/icto/h_survey_e.html

In order to receive respondent’s precise opinions, two open-ended questions were listed in the survey to collect feedback from respondents on the aspect of ICTO services that respondents appreciate the most and on what ICTO Help Desk can improve to serve the users better. 84 and 54 feedback were received respectively.

  • For the first question, the users appreciated ICTO’s efficiency, professionalism, attitude, hotline and counter services, online information and training, as well as the remote support service.

  • For the second question, some comments came into our focus are shown below.