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Customer Satisfaction

Customer Satisfaction Metric

Customer satisfaction metrics July through December 2021

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).

July 2021

  • Average actual value: 4.81

August 2021

  • Average actual value: 4.81

September 2021

  • Average actual value: 4.9

October 2021

  • Average actual value: 4.82

November 2021

  • Average actual value: 4.83

December 2021

  • Average actual value: 4.75

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