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Customer Satisfaction

Customer Satisfaction Metric

Customer satisfaction metrics December 2021 through May 2022


About This Metric

Customer Satisfaction measures the degree to which a customer is happy with a service or support experience. Customers respond to a brief survey asking to rate their experience on a scale between 1 and 5 (with 5 representing “Very Satisfied” and 1 representing “Very Dissatisfied”) for the following categories:

  • Courtesy of the analyst
  • Analyst technical skills/knowledge
  • Timeliness of service
  • Quality of service provided
  • Overall service experience

OIT’s goal is to attain an overall Customer Satisfaction score of 4.75 or better (meaning that 95% of our campus community gives us a score of 5).

December 2021

  • Average actual value: 4.75

January 2022

  • Average actual value: 4.77

February 2022

  • Average actual value: 4.87

March 2022

  • Average actual value: 4.72

April 2022

  • Average actual value: 4.76

May 2022

  • Average actual value: 4.81

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