DoIT Help Desk - Statistics Report

The DoIT Help Desk provides IT support for the University of Wisconsin-Madison community as well as users of select applications from throughout the University of Wisconsin system. Below are statistics for each of the methods of contact for our service.

Customer Satisfaction Scores

Breakdown of customer satisfaction scores for 2013-2014 (fiscal year to date)
ResponseNumber of responses
Very satisfied1154
Satisfied306
Neither satisfied nor dissatisfied86
Dissatisfied65
Very dissatisfied18


Percentage of customers who are either satisfied or very satisfied
-JulAugSepOctNovDecJanFebMarAprMayJun
2008-200983.3388.7683.4382.2682.1483.0787.3389.6387.3788.7292.0990.79
2009-201090.5190.2285.1189.8590.4890.4590.7587.2494.4190.4190.5391.72
2010-201193.2092.9087.5094.2090.1092.4088.4088.6088.2089.7088.4086.70
2011-201284.2189.2389.4292.9393.3392.6093.9493.5593.8889.3488.7988.60
2012-201385.2986.9091.7988.5589.8996.15na93.8590.6792.5686.9690.32
2013-201491.0991.9881.9493.0286.0991.5489.3390.2989.1993.1287.2789.17
2014-201593.5983.1986.0085.8092.1092.8090.9085.1080.6094.00

Note: Data is unavailable for July 2009 due to a change in surveying method. Data for July 2009 is an average of data for June 2009 and August 2009.

Customer Contacts

Pages viewed in the Knowledge Base (in thousands)
-JulAugSepOctNovDecJanFebMarAprMayJun
2008-20091038.5736.1776.8949.6867.7946.4932.5874.11026.6631.5617.5644.7
2009-2010643.7764.2906.1064.31120.3669.4745.1667.696.7648.2708.656.7
2010-2011619.2692.1811.4787.5777.6771.4817.9734.7762.5949.4849.2910.3
2011-2012751.2775.2778.0708.8775.1832.3897.9948.9911.4845.81038.81440.6
2012-20131231.91003.5971.51024.6996.1937.11041.6985.11124.41174.11263.31319.6
2013-20141336.11388.01482.61543.71587.11504.01691.81585.71537.81521.71593.61595.3
2014-20152003.51891.61970.11903.11889.12230.72595.72470.62672.82657.4

Phone calls received by the Help Desk
-JulAugSepOctNovDecJanFebMarAprMayJun
2008-2009525560966654550152375526711756845829590453985674
2009-2010509662337095587760375893825366826895592557195976
2010-2011597461896847535860456826933262086495722170276693
2011-2012541975197114573076257972989782636776553954195830
2012-2013481571606751566262296881885875187030531249154539
2013-2014497864636188527867246832830369857171667647204911
2014-201544796386661953515983784110079783951535225

Visits to the Walk-in Help Desk (1210 W Dayton St, 333 East Campus Maill, and HSLC)
-JulAugSepOctNovDecJanFebMarAprMayJun
2008-2009581821125611379119201219114011011278917708
2009-2010496817144711731206866968112511091155834704
2010-2011711104513711120103310521137109411541211873741
2011-20125889191319116810729989339921010819790430
2012-2013521664907886686477618688752873846577
2013-20145707451110945721605684714668894632577
2014-201566672511021015805574775752819882

Note: The Memorial Union Walk-in location closed as of June 1, 2012. 333 East Campus Mall location opened May 1, 2013.


Chats received by the Help Desk
-JulAugSepOctNovDecJanFebMarAprMayJun
2008-2009271390611497610543601555543503388450
2009-2010384531737648644637868702774638510506
2010-201151961065560875078188964568313881044902
2011-20126467919528391051103311721061835658652601
2012-20136079381319945930834970695490455412348
2013-2014326546787517556490699567495525350375
2014-2015315553900463387464913694659467

Emails handled by the Help Desk
-JulAugSepOctNovDecJanFebMarAprMayJun
2008-20095985247746948999071086868804776478614
2009-20104545124787307271046118510411029787635578
2010-20115669281160986104713241600109710521053836784
2011-2012843110813731213154115901721158411409078671200
2012-201393113341411122712291369156415941054814805722
2013-20147229281135124512211279151013631172992787776
2014-20158024799237948281097193714761090793



Keywords:help desk hd stats metrics visits to walk-in help desk wihd memorial 1210 dayton phone calls telephone ACD received offered emails e-mails received chats livechat live incoming   Doc ID:9845
Owner:Chris G.Group:DoIT Help Desk
Created:2009-05-07 19:00 CDTUpdated:2015-05-01 14:58 CDT
Sites:DoIT Help Desk
Feedback:  15   7