Technical Infrastructure Support Services Customer Satisfaction Survey


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.

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