A biweekly publication for faculty and staff

IT News: New Customer Service Tool Coming in January

December 13, 2013

IT Seeks User Feedback Regarding Work Orders

If you’ve had to contact IT for help solving computer or technology problems, you know the unit uses work orders to report and track issues.

Each person who requests help receives an initial email with a work order number and a summary of the request. Once the problem is fixed, each person receives an email signifying the work order is completed and closed. 

Now, the process will include another step that will help IT gauge its customer service.

Based on client suggestions in response to the IT annual surveys, Information Technology will launch a customer satisfaction survey tool for work orders. How it will work: after IT closes a work order, the requestor will receive an email that night providing a link to a survey that takes less than three minutes to complete.  

The requestor will click the link, answer several questions about the service they received and submit the survey. The information will be available to IT supervisors and managers to assess customer satisfaction, plan adjustments to improve the overall quality of service and determine if those adjustments are effective.

Additionally, “this tool will give our customers a way to quickly provide feedback about the work we’ve done and whether it was completed to their satisfaction,” said Todd Van Zandt, director of academic technology and user services. “If a client is not satisfied with the resolution of their work order, they can let us know through the survey, and it will automatically contact the technician and a supervisor to reopen the work order.”

IT expects to launch the new tool in mid-January.