Introduction

To ensure that the Office of Technology Services (OTS) delivers the highest quality support, we are rolling out a closed ticket feedback survey designed to gather valuable feedback from our customers. This initiative is part of our ongoing commitment to service excellence and continuous improvement. The survey is based on the RATER customer service framework, which focuses on five key dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

Why We Are Implementing This Survey

Understanding the customer experience is crucial for refining our services and addressing areas that may need improvement. By collecting feedback from completed TechHelp service interactions, we can identify strengths and weaknesses, optimize workflows, and ensure that our team is meeting customer expectations effectively.

How the Survey Information Will Be Used

The feedback collected from the survey will be systematically analyzed to drive continuous service improvements. Specifically, the data will help us:

• Measure Service Reliability: Assess whether OTS is consistently providing accurate and dependable support.
• Enhance Assurance: Ensure that customers feel confident in the expertise and professionalism of our team.
• Improve Tangibles: Evaluate the quality and usability of service-related resources, tools, and communication materials.
• Increase Empathy: Understand how well our team listens to and addresses customer concerns.
• Optimize Responsiveness: Identify ways to improve response and resolution times.

By leveraging this data, we may implement targeted education, refine processes, and introduce new technologies or methodologies to enhance the overall service experience.

How You Can Participate

Customers who have submitted a service request, incident ticket, or technology consultation may receive a brief survey upon ticket closure. The survey will consist of questions aligned with the RATER framework and provide an opportunity to share specific feedback about the interaction. Your input is invaluable in shaping the future of our operations and customer experience.

Conclusion

The Office of Technology Services TechHelp ticket feedback survey is a vital tool for ensuring service excellence. By participating, customers help us maintain high standards and continuously improve our support services. We appreciate your time and feedback as we strive to enhance your experience with OTS.

For any questions regarding the survey, please contact us by opening a new ticket.