Overview
Commonwealth University IT sends out customer service surveys to gather feedback from our clients and improve our services. The surveys are sent via email after a ticket is closed, and they ask the clients to rate their satisfaction with the resolution of their issue and the quality of the service they received. The surveys also include an optional comment section where clients can provide additional details or suggestions.
Details
Surveys are sent to customers one day after the closure of a ticket. To avoid spamming customers, surveys are sent to a customer only once in a 90-day period.
The survey results are used to measure Commonwealth University IT performance and identify areas of improvement; as such, the same customer survey is used across the Commonwealth IT organization.
Managers and directors of TDX groups can request to receive daily or weekly response reports, which are sent via email as an Excel file. These reports are not available to non-managers. Teams that do not currently receive a report about survey responses may contact the IT Service Management Office to request one.
Commonwealth University IT’s customer service survey contains a link to the original ticket, the customer’s satisfaction level, the net promoter score (the level 1-10 they are likely to recommend Commonwealth University IT to others), and space for the user to comment. The customer survey is visible at this https://helpdesk.commonwealthu.edu/TDClient/66/Portal/Surveys/TakeSurvey/mbBizVC9x6U_
Organizations creating a new ticketing application can also request to set up a customer survey for their area.