We’re happy to report that since we began collecting the survey, the responses have been overwhelmingly satisfied.
The CLASSE IT group strives to provide the best IT support possible for the entire lab. As each member of the group has different specialties and areas of expertise, our ticketing system streamlines communications and allows us to collaborate effectively. With the ticketing system, our users only need to describe their problems once; they don’t have to know which computer group member will handle their issue or if their issue will require several members at different times. The ticketing system also helps us schedule and track issues to ensure they are resolved.
Even after the CLASSE IT group has closed a ticket, the requester has always been able to reply to the “closing message” and re-open the ticket or provide feedback. Getting feedback is important to us. It allows us to make sure we’re successfully supporting the research mission of the lab. However, we realized that a ticket is not the necessarily the best place to provide feedback.
For that reason, we have, for a while now, been encouraging our users to provide feedback in an online survey. You may have noticed that, when we close tickets, we now provide a link to this survey where you can let us know how things went for you.
We’re happy to report that, since we began collecting the survey, the responses have been overwhelmingly positive. If you’ve been impressed by our response to a ticket or we’ve helped you solve a tricky technical problem, please let us know! Like everyone, we enjoy kudos.
More importantly, however, if you feel let down by CLASSE IT… we haven’t heard about it! So, please make sure to tell us when something goes wrong –- the survey is the perfect way to do so. We can’t fix a problem if we’re not aware of it.
The survey is not automatically linked to a ticket number, nor does it collect any identifying information unless you manually provide it. At the most basic level, selecting “Satisfied” or “Unsatisfied” in the survey is anonymous. There is also a “Suggestion Box” for general feedback.
To best address issues, of course, it helps for us to know which ticket was problematic. However, if you choose to provide that detail, be aware that you are no longer anonymous.
The survey results are reviewed weekly in our Thursday staff meetings, so comments there (or to a ticket directly) are shared with the CLASSE IT Group. In the survey, if you prefer to comment in a more private method, there is the CLASSE-IT-Director@cornell.edu mailbox (which is only reviewed by the IT Director). You can, of course, also just talk privately with any member of the Computer Group or the IT Director regarding any concern.