Activity 7-9

For this assignment I created a survey sent in regards to the following scenario:

Monday morning at 9:00 am you came into work and sat down at your computer.  You logged in and found that, while one of your monitors was functioning, the other would not power on.  You can complete your job duties with a single monitor, however it makes things more difficult.  You immediately place a call to the help desk where you explain the problem to a representative.  They determine that the problem cannot be fixed via troubleshooting on the phone and they inform you they will have to create a ticket in the queue for the on-site technician.  They inform you the technician will contact you shortly to help resolve the issue.  At 9:15 am, Matt the on-site technician stops by your desk and attempts to troubleshoot the faulty monitor after ten minutes he determines the monitor has died and needs to be replaced.  He informs you he has to go back to his office to get a replacement monitor and will return to set it up as soon as possible.  At 9:40 am Matt returns with the replacement monitor.  He removes the old monitor and cables and replaces them with new monitors and cables.  Matt verifies that the display settings are correctly configured and that it works to your satisfaction before leaving.  After he's gone you realize that everything is working great, however, Matt failed to complete the wire maintenance and you have two messy wires hanging beneath your desk.

http://www.surveymonkey.com/s/CCDN6P5

 The survey asked several questions:

1.  How well did the technical support representatives at City IT listen to you?

2.  How quickly did the technical support representative at City IT help you?

3.  Was your experience with technical support at City IT better than you expected it to be, worse than you expected it to be, or about what you expected it to be?

4.  How well do the technical support representatives at City IT solve your problems?

5.  What could the technical support staff at City IT do to improve your experience?

6.  What was the reason for your most recent call to the support desk?

7.  Any additional comments?

The responses to the survey are now in and the results are rather interesting.  Everyone in the group said that City's IT representatives listen very well.  In regards to the speed at which the problem was handled, one person felt it was extremely quick, two people felt it was very quick, and one person felt it was only moderately quick.  With this result I think the City IT department may need to look at the expectations of their customers as to what an acceptable response time would be.  In response to the question about how the experience was the majority of people said that it only slightly better or what they expected.  This means that the IT department needs to examine what it can do to exceed the expectations of their customers.  When asked how well did the representative solve your problem everyone answered moderately well to extremely well.  This means that while the problem was solved there could have been more done.  When asked what the representative could have done to improve the experience most said he needed to finish the cable management.  As an organization it's important to make sure the representatives are going the extra mile to finish the job correctly.

This survey would be extremely helpful in gathering insight in what to do to improve the customer opinion of the City IT department.  In this situation we see that the company is meeting expectations however, they are not exceeding them.