ICTO conducted the yearly staff satisfaction survey regarding Help Desk services to measure staff users’ satisfaction level regarding Help Desk services. Survey was conducted from 29 November to 31 December 2019. The yearly survey provides us a good reference to make further improvements.
2206 email invitations were sent and 428 valid responses were received, with the response rate of 19.40%. Among the 428 respondents, 351 replied that they had used ICTO Help Desk support service in the last 6 months. The rating from mentioned 351 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 – https://www.um.edu.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 can ICTO Help Desk improve to serve the users better.
- For the first question, the users appreciated ICTO’s efficiency, manner, professionalism, remote support service, hotline and counter service.