Shelby Consulting was contracted by the Department of Education and Training to conduct and analyse bi-annual Customer Satisfaction Surveys relating to the Technical Infrastructure and Support Services (TISS) provided by Kinetic IT to the Department of Education and Training over a three year period. Two surveys were constructed: one for staff who access the Service Desk and a second for those engaging in Project Agreements.
A sample of 395 customers of the Service Desk and four involved in Project Agreements were surveyed via telephone over a two week period; staff rated their level of satisfaction with the Kinetic IT staff and services using a rating scale as well as providing qualitative comments. Both quantitative and qualitative data was analysed and a report presented the findings of the surveys. Individual question and section scores were calculated, as well as an overall score to be included on the Kinetic IT performance scorecard.Back To Project List