User Satisfaction Survey of Help Desk

The survey is carried out from 30th November and ended at 31st December of 2018 and it is done through email. Return feedbacks are collected for analysis purpose.

Statements in the Survey

Hotline Service (ext. 8600)

• (S1) Speed of ICTO Help Desk staff to pick up your call.
• (S2) Speech clarity of the Help Desk colleagues on the phone.
• (S3) Attitude of the Help Desk colleagues on the phone.
• (S4) Speed of the technician arriving at your office after your call to ICTO Help Desk.

Email Service (@)

• (S5) Speed of ICTO Help Desk in replying your email.
• (S6) Attitude of Help Desk colleague on the email reply content.
• (S7) Efficiency of Help Desk email in solving your problem or answering your enquiry.

Counter Facilities (Room E5-2085)

• (S8) Clarity of the guiding signage for going to ICTO Help Desk counter.
• (S9) Comfort of ICTO Help Desk counter environment.
• (S10) Usefulness of the information leaflets and guidelines provided on ICTO Help Desk counter.

Remote Support

• (S11) The speed of the Remote Support in solving your problem compares with the on-site support provided by technician.
• (S12) Effectiveness of the Remote Support in solving your problem.

Technical Support

• (S13) Speed of the technician in identifying your problem.
• (S14) Efficiency of the technician in solving your problem.
• (S15) Expertise of the technician in solving your problem.
• (S16) Attitude of technician in explaining the problem and providing solution to you.
• (S17) Courtesy of the technician.
• (S18) Responsibility of the technician.

Overall Service

• (S19) Overall satisfaction level of ICTO Help Desk.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2016 Survey : 313 respondents (on-line web survey)
• 2017 Survey : 375 respondents (on-line web survey)
• 2018 Survey : 346 respondents (on-line web survey)

Remarkable Compliments

• For years at UM I’ve been impressed by the “always ready and willing to help” attitude of ICTO staff and feel grateful to them for their quick and excellent service.
• All the colleagues from ICTO are very supportive to the requests that I have put forward for the ELC centre. I appreciate their timely helps and they always show the very attentive and positive attitude and always helpful in solving my problems. The colleagues are really friendly and nice.
• The staff are very friendly and helpful. They are so patient to explain what I don’t understand and help out (even though I am very weak in IT). I am grateful to the colleagues in ICTO.
• ICTO 同事給予了及時、有效的幫助，態度友善、專業，讚。
• 技術人員的專業是一流的棒，而且態度非常友善。 我在澳大服務十五年，你們給我很多幫助幫忙，我非常的感謝。
• Excellent support for academic staff

Actions to User’s Feedback

Feedback	Improvement Plan
The new reservation system restricts at least 24 hours to reserve equipment, it might decrease the flexibility. We sometimes would receive a sudden request from guests for IT equipment, ICTO may consider in what way could provide support on this. Thank you.	We had removed the restriction about “Reservations must be made at least 24 hours prior to start time” on the reservation system.
增加網上自助服務系統的可用性。現時某些服務始終需要用電話或電郵申請，希望可以把大部份服務搬到網上系統。	We will review the requests and increase requests form online.
– 由於教職人員絕大多數時間都依賴電腦及相關輔助設備工作，因此大學應盡可能給教職人員提供所需的性能優良的電腦及相關輔助設備，尤其是目前仍然在使用的低解析度外接顯示器應該更換為高清或超清顯示器，以保護教職人員視力。 – Upgrade the external monitors in our offices to be full HD, instead of the current analog with low resolution.	We will evaluate newer and better quality of monitors as purchase standard and plan for monitor replacement.
尤其是加入類似淘寶客服之類的網上聊天支援工具，先用人工智慧機械人解答一般用戶常遇到的問題，之後再轉到人工服務來幫助用戶解決更深層次的問題。	We will explore useful tools for optimize support service.
It would be better if ICTO colleagues can have better knowledge in handling MacOS issues.	We will enhance the knowledge of support staff on MacOS through training and workshop
– Knowledge of IT services for frontline student trainees – If the trainees can sound more enthusiastic when answering phone calls, they can help to raise the caller’s satisfaction level. Here is a suggestion: ICTO Help Desk-How can we help you please? I’ll get a colleague to help you with your problem immediately. (The trainee can say this if he/she cannot deal with the problem or request.) – Some student helpers are not professional! – The student trainees of help desk are not efficient, and they act as if they lack professional knowledge on IT somehow. – Student trainees do not speak Cantonese, at least, can be good at listening to Cantonese. Or else, they speak in English since UM is an international University. – The hotline operators’ manner and English do not meet the expected standard. These student helpers should be trained before taking the job.	We will continuously provide training to frontline staff and trainee to enhance service level of hotline.
When we borrow the IT equipment, it always happens that something is missing (such as bag of holding the laser pointer). And when we return the equipment, we are asked to return the item that we have not received (such as the bag of holding the laser pointer). In addition, would it be more efficient to scan the code of equipment instead of writing the item number in the logbook?	We will explore an equipment rental system for handling daily borrowing records
版面上有些文字方面的說明連結有時候轉來轉去, 可能是個人理解能力的問題, 始終無法讓自己找到解決問題的方法, 也就只好打電話求救! 麻煩了同事。	We will review information and let student trainee to assist reviewing website information, FAQ and tips
Good if ICTO and FMM can help me resolve problems with classroom projector. FMM gives the impression that the problems are related to the way in which my laptop is set up. I really do not know what the underlying problems is but no one wants to take the responsibility to fix them.	We will arrange test of notebooks with the projector in classroom during summer recess to ensure settings and compatibility.

The survey is carried out from 1st December and ended at 31st December of 2017 and it is done through email. Return feedbacks are collected for analysis purpose.

Statements in the Survey

Hotline Service (ext. 8600)

• (S1) Speed of ICTO Help Desk staff to pick up your call.
• (S2) Speech clarity of the Help Desk colleagues on the phone.
• (S3) Attitude of the Help Desk colleagues on the phone.
• (S4) Speed of the technician arriving at your office after your call to ICTO Help Desk.

Email Service (@)

• (S5) Speed of ICTO Help Desk in replying your email.
• (S6) Attitude of Help Desk colleague on the email reply content.
• (S7) Efficiency of Help Desk email in solving your problem or answering your enquiry.

Counter Facilities (Room E5-2085)

• (S8) Clarity of the guiding signage for going to ICTO Help Desk counter.
• (S9) Comfort of ICTO Help Desk counter environment.
• (S10) Usefulness of the information leaflets and guidelines provided on ICTO Help Desk counter.

Remote Support

• (S11) The speed of the Remote Support in solving your problem compares with the on-site support provided by technician.
• (S12) Effectiveness of the Remote Support in solving your problem.

Technical Support

• (S13) Speed of the technician in identifying your problem.
• (S14) Efficiency of the technician in solving your problem.
• (S15) Expertise of the technician in solving your problem.
• (S16) Attitude of technician in explaining the problem and providing solution to you.
• (S17) Courtesy of the technician.
• (S18) Responsibility of the technician.

Overall Service

• (S19) Overall satisfaction level of ICTO Help Desk.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2015 Survey : 337 respondents (on-line web survey)
• 2016 Survey : 313 respondents (on-line web survey)
• 2017 Survey : 375 respondents (on-line web survey)

The survey is carried out from 24th November and ended at 30th December of 2016 and it is done through email. Return feedbacks are collected for analysis purpose.

Statements in the Survey

Hotline Service (ext. 8600)

• (S1) Speed of ICTO Help Desk in picking up your call.
• (S2) Speech clarity of the Help Desk colleague on the phone.
• (S3) Courtesy of the Help Desk colleague on the phone.
• (S4) Speed of the technician arriving at your office after your call to ICTO Help Desk.

Email Service (@)

• (S5) Speed of ICTO Help Desk colleague in replying your email.
• (S6) Courtesy of Help Desk colleague on the email reply content.
• (S7) Efficiency of Help Desk email in solving your problem or answering your enquiry.

Counter Facilities (Room E5-2085)

• (S8) Clarity of the guiding signage for going to ICTO Help Desk counter.
• (S9) Comfort of ICTO Help Desk counter environment.
• (S10) Usefulness of the information leaflets and guidelines provided on ICTO Help Desk counter.

Remote Support

• (S11) The speed of the Remote Support in solving your problem compares with the on site support provided by technician.
• (S12) Effectiveness of the Remote Support in solving your problem.

Technical Support

• (S13) Speed of the technician in identifying your problem.
• (S14) Efficiency of the technician in solving your problem.
• (S15) Expertise of the technician in solving your problem.
• (S16) Attitude of technician in explaining the problem and providing solution to you.
• (S17) Courtesy of the technician.
• (S18) Responsibility of the technician.

Overall Service

• (S19) Overall satisfaction level of ICTO Help Desk.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2014 Survey : 353 respondents (on-line web survey)
• 2015 Survey : 337 respondents (on-line web survey)
• 2016 Survey : 313 respondents (on-line web survey)

The survey is carried out from 17th November and ended at 23rd December of 2015 and it is done through email. Return feedbacks are collected for analysis purpose.

Statements in the Survey

Hotline Service (ext. 8600)

• (S1) Speed of ICTO Help Desk in picking up your call.
• (S2) Speech clarity of the Help Desk colleague on the phone.
• (S3) Courtesy of the Help Desk colleague on the phone.
• (S4) Speed of the technician arriving at your office after your call to ICTO Help Desk.

Email Service (@)

• (S5) Speed of ICTO Help Desk colleague in replying your email.
• (S6) Courtesy of Help Desk colleague on the email reply content.
• (S7) Efficiency of Help Desk email in solving your problem or answering your enquiry.

Counter Facilities (Room E5-2085)

• (S8) Clarity of the guiding signage for going to ICTO Help Desk counter.
• (S9) Comfort of ICTO Help Desk counter environment.
• (S10) Usefulness of the information leaflets and guidelines provided on ICTO Help Desk counter.

Remote Support

• (S11) The speed of the Remote Support in solving your problem compares with the on site support provided by technician.
• (S12) Effectiveness of the Remote Support in solving your problem.

Technical Support

• (S13) Speed of the technician in identifying your problem.
• (S14) Efficiency of the technician in solving your problem.
• (S15) Expertise of the technician in solving your problem.
• (S16) Attitude of technician in explaining the problem and providing solution to you.
• (S17) Courtesy of the technician.
• (S18) Responsibility of the technician.

Overall Service

• (S19) Overall satisfaction level of ICTO Help Desk.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2013 Survey : 363 respondents (on-line web survey)
• 2014 Survey : 353 respondents (on-line web survey)
• 2015 Survey : 337 respondents (on-line web survey)

The survey is carried out from 24th November and ended at 31th December of 2014 and it is done through email. Return feedbacks are collected for analysis purpose.

Statements in the Survey

Hotline Service (ext. 8600)

• (S1) Pick up speed of ICTO Help Desk hotline.
• (S2) Speech clarity of the Help Desk colleague on the phone.
• (S3) Courtesy of the Help Desk colleague on the phone.
• (S4) Speed of the technician arriving at my office after my call to ICTO Help Desk.

Technical Support

• (S5) Speed of the technician in identifying my problem.
• (S6) Efficiency of the technician in solving my problem.
• (S7) Expertise of the technician in solving my problem.
• (S8) Attitude of technician in explaining the problem and providing solution to me.
• (S9) Courtesy of the technician.
• (S10) Responsibility of the technician.

Remote Support

• (S11) The speed of the Remote Support in solving my problem compares with the on-site support provided by technician.
• (S12) Convenience of the Remote Support.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2012 Survey : 284 respondents (on-line web survey)
• 2013 Survey : 363 respondents (on-line web survey)
• 2014 Survey : 353 respondents (on-line web survey)

The survey is carried out from 18th November and ended at 13th December of 2013 and it is done through email. Return feedbacks are collected for analysis purpose.

Statements in the Survey

Hotline Service (ext. 8600)

• (S1) Pick up speed of ICTO Help Desk hotline.
• (S2) Speech clarity of the Help Desk colleague on the phone.
• (S3) Courtesy of the Help Desk colleague on the phone.
• (S4) Speed of the technician arriving at my office after my call to ICTO Help Desk.

Technical Support

• (S5) Speed of the technician in solving my problem.
• (S6) Knowledge of the technician in solving my problem.
• (S7) Courtesy of the technician.
• (S8) Patience of technician in explaining the problem and providing solution to me.

Remote Support

• (S9) The speed of the Remote Support in solving my problem compares with the on-site support provided by technician.
• (S10) Convenience of the Remote Support.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2012 Survey : 284 respondents (on-line web survey)
• 2013 Survey : 363 respondents (on-line web survey)

The survey is carried out from 3rd December and ended at 31st December of 2012 and it is done through email. Return feedbacks are collected for analysis purpose.

Questions in the Survey

Hotline Service (ext. 8600)

• (Q1) Pick up speed of ICTO Help Desk hotline.
• (Q2) Speech clarity of the Help Desk colleague on the phone.
• (Q3) Courtesy of the Help Desk colleague on the phone.
• (Q4) Speed of the technician arriving at my office after my call to ICTO Help Desk.

Technical Support

• (Q5) Speed of the technician in solving my problem.
• (Q6) Knowledge of the technician in solving my problem.
• (Q7) Courtesy of the technician.
• (Q8) Attitude of technician in explaining the problem and providing solution to me.

Remote Support

• (Q9) The speed of the Remote Support in solving my problem compares with the on-site support provided by technician.
• (Q10) Convenience of the Remote Support.

Scale of Measurement

Respondents are asked to choose their response on the above statements.

Very Dissatisfied (1) < – – – – – > Very Satisfied (5)

• 2012 Survey : 284 respondents (on-line web survey)

The purpose of conducting this survey is to measure staff users’ satisfaction level on the service provided by ICTO Help Desk and as a channel to collect feedback from them. Target group of people for the survey is mainly those staff users who call ICTO Help Desk hotline for support services. It is done through email and return feedbacks are collected for analysis purpose.

Questions in the Survey

Hotline Service (ext. 8600)

• (Q1) When I call ICTO Help Desk, someone pick up the phone quickly.
• (Q2) The colleague on the phone speaks clearly and politely.
• (Q3) After I called, technician comes quickly to help me solve my problem.

Technical Support

• (Q4) ICTO technician is quick and professional in solving my problem.
• (Q5) ICTO technician is polite.
• (Q6) ICTO technician can explain the problem and solution to me patiently.

Remote Desktop Support

• (Q7) It can solve my problem quickly and conveniently.

Scale of Measurement

Respondents are asked to give rating on how much they agree on the above questions.

Strongly Disagree (1) < – – – – – > Strongly Agree (5)

• 2007 Survey 2 : 24 respondents
• 2008 Survey 1 : 25 respondents
• 2008 Survey 2 : 22 respondents
• 2009 Survey 1 : 26 respondents
• 2009 Survey 2 : 235 respondents (on-line web survey)
• 2010 Survey : 183 respondents (on-line web survey)
• 2011 Survey : 254 respondents (on-line web survey)