IT Service Desk Survey

Please take a moment to help us improve your experience with the Webster University IT Service Desk. If you would prefer to download a PDF file of this survey and mail it to the IT Service Desk rather than filling the survey out online, you may do so by clicking here.

1. On a scale of 1 to 10, (10 being completely satisfied), how satisfied are you with the overall service you received during your most recent experience with the Webster University IT Service Desk?

1    2    3    4    5    6    7    8    9    10

2. Was your call or email answered promptly?

Above Average - Within 2 rings; within 2 hours for email
Average - Within 3 rings; within 3 hours for email
Below Average - More than 3 rings; 4+ hours for email
My Call or Email Was Not Answered

3. The IT Service Desk team member I spoke with or emailed with was courteous, friendly and helpful.

Strongly Agree
Agree
Disagree
Strongly Disagree

4. Did the IT Service Desk team member who initially answered your call or email solve your problem?

Yes
No
Somewhat
A work order was entered
I was transferred
Not Applicable

5. If your call was transferred were you satisfied with the service you received?

Very Satisfied
Somewhat Satisfied
Not Satisfied
Not Applicable

6. If you were placed on hold during your call to the IT Service Desk, what was your wait time?

Less than 1 minute
1 to 3 minutes
3 to 5 minutes
More than 5 minutes
Not Applicable

7. Did you feel the IT Service Desk team member you spoke with was knowledgeable about the subject in question?

Yes, very knowledgeable
Somewhat knowledgeable
Not at all knowledgeable and didn't seem to know where to get information
Not at all knowledgeable, but was helpful in finding the information

8. Please rate your overall experience with the IT Service Desk.

Very Good - Will definitely call or email back
Good - Might call or email back
Satisfactory - Might or might not call or email back
Poor - Will not call or email back

9. How often do you or someone in your office call or email the IT Service Desk?

At least once a day
3-5 times a week
1-2 times a week
Once or twice a month
Rarely
This was my first contact with the Webster University IT Service Desk.

10. What was the name of the IT Service Desk team member with whom you spoke?

The IT Service Desk Team Member who assisted me was:
If "Other," enter the Team Member's name:

Additional Comments

About You (optional)

Name:

Site or Department:

E-mail Address:

Telephone Number: