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User Satisfaction Survey of Help Desk

Overview

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 staff users who called ICTO Help Desk hotline for support services during the past six months.

Survey Results

2016

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.

helpdeskstat2016e

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 (icto.helpdesk)

  • (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)
2015

The survey is carried out from 17th November and ended at 23th 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 (icto.helpdesk)

  • (S5) Speed of ICTO Help Desk colleague in replying your email.
  • (S6) Courtesy of Help Desk colleague in replying your email.
  • (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)
2014

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)
2013

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.

satisfaction _survey_eng_2013_01

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)
2012

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.

satisfaction _survey_eng_2012_01

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)
2011 and its previous results

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.

satisfaction _survey_eng_2011_01

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)
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