KPIs and Reports
User Support regularly generates Key Performance Indicators (KPIs), service reports and survey results to track and evidence work, development and progress.
| Year | Operational Services / User Support service reports |
|---|---|
| 2017 |
|
| 2016 |
|
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Customer Satisfaction Survey
Each week, IS Helpline performance feedback responses are gathered from a wide range of users and University customers and collated into sets of annual results. This survey goes to a randomly selected 10% sample of people where their queries to the Helpline and Library Helpdesks have been closed in the last week. These responses are extremely useful as they inform how we can develop and improve the quality of service we provide.