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I&IT’s annual assessment of the Cal Poly Pomona Help Desk is continuing to show our dedication to improve customer satisfaction for I&IT services. This year's survey results were gathered from the nearly 40,000 service requests for the year ending June 30, 2012.
At the completion of each service request, faculty, students, staff and applicants are asked to complete a customer satisfaction survey. I&IT’s primary customer survey came from the Web Help Desk software solution. This survey showed a 1.8% response rate with a nearly 98% rating of either satisfactory or extremely satisfied ratings from 747 survey respondents.
A second survey, provided to customers seeking help via email, showed 84% of the 127 respondents were either satisfied or extremely satisfied.
The annual assessment is part of I&IT’s portion of the university’s Assessment Initiative. This was mandated by the university’s accreditation agency, the Western Association of Schools and Colleges (WASC), and is intended to demonstrate the university’s commitment to assessment with “culture of evidence.”
As part of the assessment, various analyses were published, along with reviews of last year’s action plans as well as action plans for the current fiscal/academic year. For the results of the surveys, see Help Desk Assessment.