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Help Desk Survey
Instructions: MicroData seeks to
provide the highest levels of customer service to our clients. We
greatly appreciate your taking a few moments to complete this
questionnaire evaluating the assistance you have recently received from
the Help Desk.
Please evaluate the MicroData Engineer’s
performance who took your worked with you on your Help Desk call by
clicking on the value corresponding to your agreement with the
statement. Select 5 if you strongly agree with the statement and 1 if
you strongly disagree.
When you are completed, click the
Submit button to process your survey.
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Statement
Please enter your service ticket number:
Communications
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My call to the Help Desk was
answered promptly (note: normal Help Desk hours are from
9:00am –
5:00pm EDT)
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At the start of the call, the
engineer involved took all my contact information as well as
a description of the issue that necessitated the call
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I was given an assigned ticket
number for the call
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If the issue I called about
needed to be escalated because of complexity or because it
was more than a help desk issue, I was given specific
information about the next steps in resolving the issue and
a timetable in which I would be contacted.
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At the conclusion of the call,
if my case was successfully resolved,
the Engineer on the telephone asked me to confirm that fact.
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At the conclusion of the call,
the engineer I was working with also asked me if there were
any other IT needs that they could assist with.
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All communication from the
engineer working on this project was professional, clear,
and concise.
Execution
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The engineer working on my
issue understood the subject area in which I had called for
assistance.
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Resolution of my issue was
either completed within 15 minutes, or the engineer
escalated the call at that point.
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The engineer had the tools
and technology to permit effective resolution of my issue
General
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MicroData engineers go the
extra mile to help us resolve problems and avert down-time.
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Regarding this help desk
call, I always felt that the MicroData engineer I was
working with had a clear understanding of my issue, an
organized plan for resolving the problem, and a commitment
to being successful.
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Overall, I would describe the
service I have received from the MicroData Engineering unit
regarding this project as (5 representing excellent and 1
poor):
General Comments: Please
use the space to the right for any additional comments that you
have. You may also list any questions you may have about your
service. All questions will be responded to.
Click Submit when finished
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800.924.8167
solutions@microdata.com
