Information Services

IS Helpline - KPIs

We set local Key Performance Indicators (KPIs) and service targets for achieving high levels of customer satisfaction, resolving enquiries at first point of contact and serving users in a timely manner, and for usage of key services.

Key Performance Indicator (KPI) How we measure our success
We are committed to achieving at least 95% user satisfaction with our services. UniDesk Feedback reports
We aim to resolve 90% of your enquiries in person at the first point of contact, referring any that need specialist knowledge to the most appropriate person and in a timely manner. Unidesk Quick Call statistics, UniDesk Feedback reports
We aim to resolve 90% of your enquiries that can be resolved by IS Helpline without referral to specialist knowledge within 8 days. Unidesk statistics (not Quick Calls) showing calls resolved within the target duration based on the priority assigned to the call.
We aim to serve users within 5 minutes in person and over the phone, Monday to Friday 9am-5pm. 3CX reports, UniDesk Feedback reports
At least 95% user satisfaction with the courtesy, helpfulness, and clear language of IS Helpline staff, as well as the speed of resolution of their issue. UniDesk Feedback reports