ETS Customer Satisfaction Survey

(1)

92.99% 146

4.46% 7

2.55% 4

Q1 Are ETS staff courteous and

professional when responding to your

issue or request?

Answ ered: 157 Skipped: 0

Total 157

Yes

No

Hav e Not Used

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Answ er Choices Responses

Yes

No

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Q2 Please rate your satisfaction with the

following aspects of ETS' services.

4.00% 6 16.67% 25 56.67% 85 22.67% 34 150 2.98 3.42% 5 17.81% 26 53.42% 78 25.34% 37 146 3.01 6.12% 9 19.73% 29 49.66% 73 24.49% 36 147 2.93 3.38% 5 4.05% 6 56.76% 84 35.81% 53 148 3.25 2.74% 4 9.59% 14 56.16% 82 31.51% 46 146 3.16 Ability to get through to a... Timeliness of initial... Turnaround time for... Professionalism Ability to solv e problem 0 1 2 3 4 5

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Total Av erage Rating Ability to get through to a person

Timeliness of initial response to your inquiry

Turnaround time for resolving your problem

Professionalism

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Q3 Please rate the importance of the

following in terms of increasing your

satisfaction with problem resolution:

1.36% 2 8.16% 12 36.73% 54 53.74% 79 147 3.43 4.76% 7 23.13% 34 38.10% 56 34.01% 50 147 3.01 2.72% 4 17.69% 26 41.50% 61 38.10% 56 147 3.15 Faster response time Hav ing problems and... Better w eb-based he... 0 1 2 3 4 5

Unimportant Neutral Important Very important Total Av erage Rating Faster response time

Having problems and/or solutions explained to me in less technical terms

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Q4 How satisfied are you with problem

resolution overall?

1.35% 2 12.16% 18 61.49% 91 25.00% 37 148 3.10 (no label) 0 1 2 3 4 5

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Total Av erage Rating (no label)

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Q5 Please rate your satisfaction with the

following ETS services:

1.32% 2 5.30% 8 43.05% 65 36.42% 55 13.91% 21 151 3.33 5.96% 9 9.27% 14 50.33% 76 31.79% 48 2.65% 4 151 3.11 8.67% 13 13.33% 20 43.33% 65 21.33% 32 13.33% 20 150 2.89 6.90% 10 6.90% 10 20.69% 30 9.66% 14 55.86% 81 145 2.75 4.86% 7 10.42% 15 43.06% 62 18.75% 27 22.92% 33 144 2.98

# Other (please specify) Date

1 We must wait until the weekly visit of our IT person for Desktop support. When he comes from the West Campus, his attention to our needs is awesome: in-depth, professional, knowledgeable, etc. Sometimes, the demand for his services exceeds the one day visit. We need him to be located onsite at the East Campus more than one day per week.

8/6/2014 8:27 PM

2 Should provide more software support replacing the discontinued ones. 8/6/2014 3:21 PM 3 I am actually on hold right now returning a call from a help desk agent regarding an email issue. I just sat through hearing an

electronic reading of the entire email thread before hearing extension options (3 min). I pressed to speak to an agent and am now waiting over 10 min listening to a voice repeat "please hold for the next available help desk agent" over and over. This is uncomfortable.

8/6/2014 1:23 PM

4 The phone system does not support the needs and operation of this office. 8/6/2014 12:47 PM 5 xerox tech support is very good in responding 8/5/2014 11:13 AM 6 When Shalonda responds to my inquiries, I am always very satisfied. The others are hit and miss, sometimes Big Miss. 8/4/2014 9:41 AM 7 When calling about my phone, the woman who I speak to is very unfriendly and does not know how to talk to people. If I did not

need to the phone repair I would not call just to avoid talking to the woman who I have to deal with in telecommunication -telephone.

8/4/2014 9:38 AM

8 Can you please provide more software on the s drive such as PDF professional, Please migrate share point with office 365 on a faster past.

8/1/2014 11:14 AM

9 When calling in for computer issues. Mac's seem to be very foreign to the technicians. More techs need to be familiar with Macs. Also, the professionalism and courteous service is hit or miss. Some people are fantastic, others are very cold and not willing to explain the problem.

8/1/2014 10:20 AM

10 I'm very satisfied with the PeopleSoft application support, however the server support has not been that great, because of the downtime we have experienced and the slow connections.

7/31/2014 4:56 PM

11 It would be helpful if there was someone who actually answered the line to check on PeopleSoft tickets. Also, it would be nice to help a person to go to in regards to PeopleSoft concerns. And there needs to be a more efficient way to reset PeopleSoft passwords and to change the names for Howard e-mail accounts.

7/31/2014 3:58 PM

12 The invitation to this survey was a great example of how ETS is working - the link to the survey was neither accessible in the email nor in the attached pdf - if you want an oppinion don't make it hard to give you one!

7/31/2014 12:23 PM

13 Slow in assisting telephone lines in office -- still waiting for about 2 weeks now 7/31/2014 11:49 AM Desktop support Help Desk support PeopleSoft support Banner support Telecommunicati ons support... 0 1 2 3 4 5

Very Dissatisfied Dissatisfied Satisfied Very Satisfied N/A Total Av erage Rating Desktop support

Help Desk support

PeopleSoft support

Banner support

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14 Seth is the only technician that is responsive, and actually takes the time to respond thoroughly to any problems that I may have. He should be in charge of giving training to the other people who answer the phones. Also, all of the PeopleSoft Access Forms should be available in one central location on the website...I called to get a form, and I was rudely told that I would have to get a paper copy from my supervisor. We should be able to download pdfs online.

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61.74% 92

38.26% 57

Q6 Are you kept informed about the status

of your request or issue that cannot be

resolved immediately?

Total 149

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Yes

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11.84% 18

82.89% 126

1.97% 3

3.29% 5

Q7 Are you kept informed about PLANNED

system downtime for scheduled

maintenance?

Total 152 Sometimes Most of the time Nev er Cannot ev aluate 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Sometimes

Most of the time

Never

(9)

67.11% 102

32.89% 50

Q8 Are you kept informed about

UNPLANNED system downtime resulting

from unexpected system issues or

outages?

Total 152

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Yes

(10)

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Q9 How satisfied are you with the

response time from ETS after contacting

them?

1.44% 2 7.19% 10 33.81% 47 19.42% 27 38.13% 53 139 3.15 1.41% 2 8.45% 12 44.37% 63 33.80% 48 11.97% 17 142 3.26 4.32% 6 10.07% 14 51.08% 71 30.22% 42 4.32% 6 139 3.12 6.43% 9 16.43% 23 40.71% 57 22.86% 32 13.57% 19 140 2.93 2.86% 4 11.43% 16 18.57% 26 9.29% 13 57.86% 81 140 2.81 2.19% 3 12.41% 17 41.61% 57 18.25% 25 25.55% 35 137 3.02 3.68% 5 13.24% 18 41.18% 56 20.59% 28 21.32% 29 136 3.00 # Comments Date

1 For any question I needed the representative would direct me to the right person. 8/7/2014 8:55 AM 2 In the past year, I have only needed assistance with re-setting passwords 8/7/2014 8:30 AM 3 Same as prior comment on one-day-a week visit by our assigned IT person. He is amazing, however, we need more of his time. 8/6/2014 8:31 PM 4 Even though there is a shortage of staff, they still are able to perform my request timely and professionally. 8/6/2014 12:09 PM 5 unsure where faxes from xerox machine are backup to?? 8/5/2014 11:19 AM 6 I thought the removal of non-working telephones could have been more efficient, checklist from each department would have

been helpful.

8/4/2014 10:58 AM

7 Shalonda is professional and knowledgeable. 8/4/2014 9:43 AM 8 Dissatisfied does not really mean that ETS is bad its just that they take a while to solve the problems. Turn around time for

responses should take the next day.

8/1/2014 12:58 PM

9 SPSS for Mac did not work and the problem has never solved. 8/1/2014 10:16 AM 10 I have waited over 4 years for one issue to be resolved and over 2 years for another issue to be solved (for which I had to submit 2

separate tickets for); this is not acceptable.

7/31/2014 4:01 PM

11 it took 2 weeks to get the phone working in my office - it was working before, got interrupted during a "maintanance" and then took too long to get it fixed

7/31/2014 12:25 PM Web Applications... Desktop Support Help Desk Support PeopleSoft Support Banner Support

Netw ork Support

Telecommunicati ons Support...

0 1 2 3 4 5

Very Dissatisfied Dissatisfied Satisfied Very Satisfied N/A Total Av erage Rating Web Applications Support

Desktop Support

Help Desk Support

PeopleSoft Support

Banner Support

Network Support

(11)

85.92% 122

14.08% 20

Q10 When you make a request or report an

issue to ETS, is it generally resolved in a

satisfactory manner?

Total 142

# Comment Date

1 Yes, generally but I don't understand why my computer (laptop) cannot connect to the correct network wirelessly. for example it doesn't work at the college of medicine.

8/6/2014 4:21 PM

2 But it could be improved. 8/6/2014 1:24 PM

3 It's usually resolved quickly, but sometimes the same issue occurs again, and we need to submit another ticket with the same problem.

8/6/2014 12:24 PM

4 they sometimes are unaware of the overall impact when serving clients within a particular group.i.e., downtime in a clinical situation when servicing patients. Its critical to have a backup immediately kick in to preserve information on patients and equipment.

8/5/2014 11:19 AM

5 Actually Sometimes 8/4/2014 2:02 PM

6 Majority of the time. 8/4/2014 1:03 PM

7 Casue someone always has to call you back and that never happens. You have to call them back. 8/1/2014 12:58 PM 8 Only for basic Mac issues. When I need assistance with archiving email on macs, I never get a satisfactory answer that is

sustainable.

8/1/2014 10:23 AM

9 It is appreciated when the tickets are resolved, but the tickets are not always resolved 7/31/2014 4:01 PM

10 its about 50/50 7/31/2014 12:25 PM

11 It is only resolved once it makes its way to Seth's desk. Then it get's handled instantly. 7/31/2014 10:56 AM Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Yes

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Q11 Are simple requests to Systems

Support such as new account requests or

password resets handled in a timely and

accurate manner?

43.57% 61 30.00% 42 17.14% 24 1.43% 2 7.86% 11 140 2.00 # Comment Date

1 Very efficient. I have had no problem with ETS 8/7/2014 8:55 AM 2 Issue: wait time on the phone when calling the help desk 8/1/2014 10:34 AM 3 I have only had to do it once but it was great service and quickly taken care of! 8/1/2014 10:19 AM 4 Excellent service in this department 7/31/2014 11:51 AM

(no label)

0 1 2 3 4 5

Alw ays Most of the time Sometimes Nev er Cannot ev aluate Total Av erage Rating (no label)

(13)

Q12 Are more complicated requests to

Systems Support such as desktop

hardware and software installations

handled in a timely and accurate manner?

12.14% 17 32.14% 45 30.71% 43 2.14% 3 22.86% 32 140 2.91

# Other (please specify) Date

1 Never had to have this done 8/7/2014 8:55 AM

2 Same as prior comment. If the IT staff is on our campus the timeliness is immediate. Otherwise, we wait for the weekly visit. 8/6/2014 8:31 PM 3 Upgrade the computer, but it was not set up correctly, I will recommend that ETS staff members provide some useful tips for using

the new system.

8/6/2014 12:24 PM

4 no access to web base software to utilize on most computers. The software library is limited. 8/5/2014 11:19 AM 5 Edward Waddy and his staff have been very responsive to my desktop support requests. 8/5/2014 9:54 AM 6 Have not had any hardware or software installed. 8/4/2014 2:56 PM 7 About 4 years ago, the desktop support was very slow, but since Mr. Abbot started working, the service quality dramatically

improved.

8/1/2014 10:16 AM (no label)

0 1 2 3 4 5

Alw ays Most of the time Sometimes Nev er Cannot ev aluate Total Av erage Rating (no label)

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Q13 Do you have any additional comments

that you would like to share with ETS?

# Responses Date

1 I can see that ETS staff tries their best to help and provide with the most accurate and precise help. However, it is a bit sluggish at times, perhaps additional staff to share the responsibility might eliminate that sluggishness.

8/7/2014 12:45 PM

2 no 8/7/2014 11:27 AM

3 A new desktop computer was installed in my office in March and the old computer is still here...no one ever came to take it away. Who do I contact? I need the office space. Thank you.

8/7/2014 9:21 AM

4 I have been very fortunate to have great ETS personnel answer, return calls, send emails to me about my problem(s) and handle them right over the phone. KEEP UP THE GOOD WORK.

8/7/2014 8:57 AM

5 You guys are doing a great job considering your staff needs 8/7/2014 5:58 AM 6 Please assign Paul Mollison (sp?) to come to the East Campus more frequently each week. He is outstanding! 8/6/2014 8:32 PM 7 We appreciate what you do; thank you for working with us at Howard and trying to solve our technical issues. PEBCAK probably

happens some too.

8/6/2014 4:24 PM

8 NO 8/6/2014 4:09 PM

9 Satisfied with the service 8/6/2014 3:16 PM

10 Would like to have greater stability on network systems. 8/6/2014 2:44 PM 11 Please provide additional resources for ETS 8/6/2014 2:30 PM 12 Yes, The training that ETS gave by Saudia Russell was outstanding. She is excellent when it comes to training. Also, the Security

Awareness Training was very informative and well taught.

8/6/2014 2:29 PM

13 One Tech followed up on a ticket to ensure everything was OK. I appreciated his service very much. Wish I remembered his name.

8/6/2014 2:12 PM

14 HIRE MORE PEOPLE! 8/6/2014 2:12 PM

15 Keep up the good work! 8/6/2014 1:16 PM

16 No 8/6/2014 12:34 PM

17 Thank you kindly 8/6/2014 12:21 PM

18 None. Thank you for your service! 8/6/2014 12:16 PM

19 no 8/6/2014 12:11 PM

20 would it be possible to have a stationary personnel in the college of dentistry; we service patients and its a constant bother to go through the process to get assistance.

8/5/2014 11:20 AM

21 Suggest that a similar survey be deployed that prompts for recommendations on new ideas for using IT systems to improve collaboration, achieving economies of scale, training, etc.

8/5/2014 9:58 AM

22 Thanks to all of the ETS for all there help every time i needed them. Greatly appreciated. 8/4/2014 2:57 PM 23 The process of converting POIs/Visitors to the People Soft system from HR to ETS needs improvement. The time it takes is slow,

and the process seems convoluted.

8/4/2014 11:00 AM

24 No. 8/4/2014 9:40 AM

25 There are additional tweaks to the University website to be made in order to improve the process of finding certain important items, such as the PeopleSoft Portal.

8/1/2014 5:27 PM

26 Still have not heard back after calling for a PeopleSoft problem. Need to be more available, especially during pay week. 8/1/2014 3:49 PM 27 For new projects, need to establish a timeline to support operational objectives. 8/1/2014 2:03 PM 28 1. Implement a self-service adoption or a Knowledgebases on SharePoint - ETS is accepting tickets by email and phone only,

ETS should consider deflecting a significant portion of HU help desk calls to an end user self-service portal. With quality knowledge articles, some strong search functionality, and the ability to quickly and easily submit tickets, self-service portals can be of enormous benefit to both end users and the help desk team by reducing support costs and improving user experience. Market the self-service portal internally by promoting the URL of the portal, having technicians share links to KB articles with end users, and running campaigns to market the benefits with video. 2. Listen to end users and act on feedback - ETS can roll out surveys after each incident is resolved for immediate performance improvement in specific areas this will also be good an accountability of department and individual. 3. Please fix the HU website there are lost of links that are bad and take you no where here are some: http://onlinemba.howard.edu/ http://executivemba.howard.edu/ this website is on the press and do not work check out this link

http://www.howard.edu/newsroom/releases/2011/20110616HowardSchoolofBusinessLaunchesOnlineExecutiveMBA.htm http://www.howard.edu/currentstudents/studentlifeactivities/internationalstudentservices/mission.htm

8/1/2014 1:09 PM

29 I just think that the employers know what they are doing they just don't have enough help like everything else on the campus. Too much for one person to handle.

8/1/2014 1:00 PM

30 No. 8/1/2014 12:45 PM

31 Hire people with the technical expertise, pay them well, and identify staff for each academic unit. 8/1/2014 11:44 AM 32 The continued effort to improve services to Howard community is noted and much appreciated 8/1/2014 11:12 AM

(15)

34 Mr. Edward Waddy and his staff are EXCELLENT. Mr. Middleton and Mr. Tillman Smith are Great as well. Kudos to them all. 8/1/2014 10:52 AM 35 Keep up the good work and answer calls within a more timely manner! 8/1/2014 10:46 AM 36 Yes, there should be a live person to assist you during the initial call. Mr. Waddy is very efficient, however most of my inquiries

through the help desk are not timely.

8/1/2014 10:31 AM

37 Mr. Lamont Pollard makes Howard University a better place. He makes me want to be a better employee. I am so pleased with his professionalism and his patience. HU will hopefully recognize this wonderful asset.

8/1/2014 10:31 AM

38 I would like to be able to access PeopleSoft from home, so that I may submit my time if I am out of the office unexpectdly. I also would like to be able to access my pay stubs instead of waiting until I come to work.

8/1/2014 10:30 AM

39 Keep up the good work! 8/1/2014 10:26 AM

40 NO 8/1/2014 10:16 AM

41 NO 8/1/2014 10:13 AM

42 It would be most helpful if ETS understood HUH's systems or how they integrate because as an HU employee working in HUH, often noone knows who can resolve issues. So, i'm toggled back and forth until google or youtube resolves the problem for me. It may be good to have meetings with both HU and HUH ETS/MIS staff in attendance and on the agenda.

8/1/2014 10:10 AM

43 no 8/1/2014 10:09 AM

44 NO 8/1/2014 10:09 AM

45 none 8/1/2014 10:08 AM

46 Sometimes you need to call several times for the same issue, since is either not solved or not explained fully. 8/1/2014 9:59 AM

47 None at this moment 8/1/2014 9:25 AM

48 from my last call to ETS: I would like to make note of exceptional customer service by Kenton Smith and Matthew Abbott in the response, handling, and resolution of my computer problem

7/31/2014 4:07 PM

49 More in person options would be helpful 7/31/2014 4:02 PM 50 ETS is understaffed. There are everal initiatives that I'm working with that are not receiving the much needed attention because it

does because ETS states it's too busy with other projects. The broken approval flows in PeopleSoft that are not resolved, the lack of support to set up profiles for new employees and to update access for current employees just impedes progress and makes it very difficult for Howard to function as an efficient organization.l ETS needs an increase in budget so that they can hire more dedicated staff to address Howard's technology deficiencies.

7/31/2014 3:45 PM

51 see my previous comments - ETS should be able to get a link copied into an email - furthermore are the times one reaches the ETS ridiculous: 9am-5pm? that would be already great - but 8-6 would be greater, and having some stuff during the so called spring brake, summer brake wouldn't hurt either. Just because the students leave doesn't mean that thousends of employees stay home ...

7/31/2014 12:28 PM

52 Overall satisfaction. Would like to have workshops and/or training on how to better use technology for the office, such as utilization of more advance features in Outlook, Word, Excel, Access, PowerPoint, Project, Visio.

7/31/2014 11:55 AM

53 I have never had any real issues that were not addressed and rectified in a timely manner. Except for the menu options...which i detets for anything!!... I have no complaints. Thank you for your service and support!

7/31/2014 11:33 AM

54 no 7/31/2014 11:12 AM

55 Outsourcing the department is not the solution. Just hire people who have your customer base at heart (like SETH!) and you will not have any problems.

7/31/2014 10:57 AM

56 On a good day when I am not on hold for 10-15 mins, I can get a very knowledgeable young adult on the phone and take control of the computer remotely which sometimes works but not all the time. I have no experience with extensive technical issues except this issuance of a new computer which I have noticed have circulated around campus. As a new employee (1 year-3 year) I should have received a new computer when I arrived on my first day. I have had to call for installations of software systems and applications. I still have not received the programs which I need to conduct work electronically. I believe we can move to an age of no papers in the office with the appropriate electronic systems. Additionally, ETS should institute training for staff and faculty on basic applications such as Microsoft. It is imperative to keep people abreast of threats regarding the internet and other software systems. There is a need of training for the seasoned workers at Howard University on all levels of applications.