| 96.5% of customers are satisfied with response to IT requests/tickets.ITS-Information Technology |
Analysis | |
Measure Definition & Importance |
Customers who have submitted requests to IT are invited to
respond to a survey where they indicate their level of satisfaction with
service received from IT (rated on a scale of 1 to 5). (Percentage from 10/1/2014 to 9/30/2015 = 95.9%)
Overall customer satisfaction is one of our most important
measures of how well we meet our customers needs and fulfill our purpose; to
take care of our customers. High customer satisfaction means we will continue
to see repeat customers who provide their trust, an important value that is
required to provide support for our initiatives and strategic planning. Average
of 3 or better on a scale of 1 to 5.
The American Customer Satisfaction Industries (ACSI) standard is 86% across all industries, which is used as a benchmark.
% satisfaction for IT requests/tickets |
Service Areas |
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ITS.2.3 Customer Service & End User Experience
ITS-Information Technology
Attachments |
% satisfaction for IT requests/tickets (YOY) |
Measure Data | Last Calculated 3 days ago |
| Period |  | Status | Actual | # satisfied | Total responses | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|---|---|
| Oct-18 |  | Lagging | 90.95% | 181.00 | 199.00 | 100.00% | 96.50% | 70.00% |
| Nov-18 | | On Target | 96.54% | 223.00 | 231.00 | 100.00% | 96.50% | 70.00% |
| Dec-18 | | On Target | 97.83% | 90.00 | 92.00 | 100.00% | 96.50% | 70.00% |
| Jan-19 | | Lagging | 84.62% | 66.00 | 78.00 | 100.00% | 96.50% | 70.00% |
| Feb-19 | | Lagging | 93.41% | 85.00 | 91.00 | 100.00% | 96.50% | 70.00% |
| Mar-19 | | Lagging | 95.29% | 81.00 | 85.00 | 100.00% | 96.50% | 70.00% |
| Apr-19 | | On Target | 96.72% | 59.00 | 61.00 | 100.00% | 96.50% | 70.00% |
| May-19 | | Lagging | 91.67% | 66.00 | 72.00 | 100.00% | 96.50% | 70.00% |
| Jun-19 | | Lagging | 93.10% | 54.00 | 58.00 | 100.00% | 96.50% | 70.00% |
| Jul-19 | | Lagging | 94.37% | 67.00 | 71.00 | 100.00% | 96.50% | 70.00% |
| Aug-19 | | On Target | 97.62% | 41.00 | 42.00 | 100.00% | 96.50% | 70.00% |
| Sep-19 | | Lagging | 92.68% | 38.00 | 41.00 | 100.00% | 96.50% | 70.00% |
| Oct-19 | | Lagging | 90.57% | 48.00 | 53.00 | 100.00% | 96.50% | 70.00% |
| Nov-19 | | Lagging | 90.00% | 36.00 | 40.00 | 100.00% | 96.50% | 70.00% |
| Dec-19 | | Lagging | 90.00% | 27.00 | 30.00 | 100.00% | 96.50% | 70.00% |
| Jan-20 | | Lagging | 93.44% | 57.00 | 61.00 | 100.00% | 96.50% | 70.00% |
| Feb-20 | | Lagging | 94.44% | 51.00 | 54.00 | 100.00% | 96.50% | 70.00% |
| Mar-20 | | Lagging | 93.90% | 77.00 | 82.00 | 100.00% | 96.50% | 70.00% |
| Apr-20 | | Lagging | 95.45% | 63.00 | 66.00 | 100.00% | 96.50% | 70.00% |
| May-20 | | Lagging | 96.08% | 49.00 | 51.00 | 100.00% | 96.50% | 70.00% |
| Jun-20 | | On Target | 97.67% | 42.00 | 43.00 | 100.00% | 96.50% | 70.00% |
| Jul-20 | | Lagging | 94.74% | 54.00 | 57.00 | 100.00% | 96.50% | 70.00% |
| Aug-20 | | Lagging | 86.79% | 46.00 | 53.00 | 100.00% | 96.50% | 70.00% |
| Sep-20 | | On Target | 98.51% | 66.00 | 67.00 | 100.00% | 96.50% | 70.00% |
| Oct-20 | | Lagging | 94.44% | 51.00 | 54.00 | 100.00% | 96.50% | 70.00% |
| Nov-20 | | Lagging | 96.30% | 52.00 | 54.00 | 100.00% | 96.50% | 70.00% |
| Dec-20 | | Lagging | 94.44% | 51.00 | 54.00 | 100.00% | 96.50% | 70.00% |
| Jan-21 | | On Target | 96.97% | 32.00 | 33.00 | 100.00% | 96.50% | 70.00% |
| Feb-21 | | On Target | 97.06% | 33.00 | 34.00 | 100.00% | 96.50% | 70.00% |
| Mar-21 | | Lagging | 94.64% | 53.00 | 56.00 | 100.00% | 96.50% | 70.00% |
| Apr-21 | | Lagging | 92.98% | 53.00 | 57.00 | 100.00% | 96.50% | 70.00% |
| May-21 | | Lagging | 84.44% | 38.00 | 45.00 | 100.00% | 96.50% | 70.00% |
| Jun-21 | | Lagging | 96.15% | 50.00 | 52.00 | 100.00% | 96.50% | 70.00% |
| Jul-21 | | Lagging | 91.94% | 57.00 | 62.00 | 100.00% | 96.50% | 70.00% |
| Aug-21 | | Lagging | 90.63% | 58.00 | 64.00 | 100.00% | 96.50% | 70.00% |
| Sep-21 | | On Target | 98.46% | 64.00 | 65.00 | 100.00% | 96.50% | 70.00% |
| Oct-21 | | Lagging | 92.86% | 52.00 | 56.00 | 100.00% | 96.50% | 70.00% |
| Nov-21 |  | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Dec-21 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Jan-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Feb-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Mar-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Apr-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| May-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Jun-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Jul-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Aug-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% | |||
| Sep-22 | | Monitoring/No Info | 100.00% | 96.50% | 70.00% |
Data Source Details & Calculation Information |
ITSM is a ticketing and resolution management system that allows the capture of data related to the problems customers have and the documented solutions that the department provides. ITSM is stored in a SQL Database called ITSM on a SQL cluster called SQL01V\SQL01INST. Data is captured in a survey that is sent out to customers for every 10th ticket generated. A report called Survey. RDL is run both by Cole Hatchett manually and also by schedule and sent as an attachment in an email (weekly). This report can be found here:
http://sqlreporting.cfwnet.org/Reports/Pages/Repor...
Data Owner |
Target Type |