The purpose of conducting this survey is to measure staff users’ satisfaction level on the service provided by ICTO Help Desk and as a channel to collect feedback from them. Target group of people for the survey is mainly those staff users who call ICTO Help Desk hotline for support services. It is done through email and return feedbacks are collected for analysis purpose.

Staff User Satisfaction Survey Chart 2010

Questions in the Survey

Hotline Service (ext. 8600)

• (Q1) When I call ICTO Help Desk, someone pick up the phone quickly.
• (Q2) The colleague on the phone speaks clearly and politely.
• (Q3) After I called, technician comes quickly to help me solve my problem.

Technical Support

• (Q4) ICTO technician is quick and professional in solving my problem.
• (Q5) ICTO technician is polite.
• (Q6) ICTO technician can explain the problem and solution to me patiently.

Remote Desktop Support

• (Q7) It can solve my problem quickly and conveniently.

Scale of Measurement

Respondents are asked to give rating on how much they agree on the above questions.

Strongly Disagree (1) < - - - - - > Strongly Agree (5)

• 2007 Survey 2 : 24 respondents
• 2008 Survey 1 : 25 respondents
• 2008 Survey 2 : 22 respondents
• 2009 Survey 1 : 26 respondents
• 2009 Survey 2 : 235 respondents (on-line web survey)
• 2010 Survey : 183 respondents (on-line web survey)
• 2011 Survey : 254 respondents (on-line web survey)