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Key Performance Indicators


 Key Performance Indicators

Month
 Phone
Requests
Email
Requests
Avg. Phone
Delay
in Seconds
New
Requests
Completed
Requests
Customer
Service %

 May 14
1339
1267
58
1599
1464
97.6
 Feb 14
933
1054
55
1373
1167
96.0
 Jan 14
1284
1432
124
1748
1629
96.6
 Dec 13 925  710  140  825  821   95.9
Nov 13  983  951  83  1228  1380  96.9
 Oct 13
1397
1408
86
1751
1783
 96.8
Sept 13  1821 1405 148 1696 1930  97.0
 Aug 13
2166
1944
193
2389
2207
 96.7
 July 13
 1362  1213  77  1548 1693
 97.0
 June 13
 1734  1035  71  1357  1267  96.7
May 13
 1015  1011  68  1288  1293  97.0
Apr 13
1749
 1135 69
1563
 1558  95.8
 Mar 13
1455
 1160 60
1535
1572
 95.5
Feb 13
1196
 1249 43
1715
1472
 94.0
Jan 13
2072
1195
79
2010
1758
 94.4
 Dec 12
557
  53
594
695
 
 Nov 12
961
  36
1192
1289
 
 Oct 12
 998   47
1606
1672
 
 Sept 12
 1438   60
1661
1720
 
 Aug 12
 1780    92 2503
2392
 
July 12
1371
  49
1523
1465
 
June 12
1109
  56
1435
1482
 
May 12
938
  53
1453
1307
 
Apr 12
1209
   56  1524 1570
 
Mar 12
914
  52 1470 1525  
Feb 12 1026   56 1472 1417  
Jan 12 1830   82 1800 1761
 
Dec 11 496   55 698 780  
Nov 11 1056   53 1348 1374  
Oct 11 1516   51 1522 1560  
Sept 11  946   52 1815 1885  
Aug 11 1685   80 2329 2208  
July 11  1303    51 145 1405  
June 11  1126    57 1498 1485  
May 11  901    40 1267 1284  
Apr 11  1186    40 1452 1452  
Mar 11  1032    47 1624 1615  
Feb 11  1002    43 1625 1661  
Jan 11 1478    87 1728 1501  
Dec 10 550    43  791  886  
Nov 10  1002    35  1147  1258  
Oct 10  1216    40  1336  1305  
Sept 10  858    49  1757  1356  

 

Customer Satisfaction Results

 

Question
FY12
FY11
FY10
FY09
FY08
FY07
FY06
FY05
FY04
FY03
FY02
FY01
FY00
Time taken to respond
9.7 9.7 9.7 9.7 9.8 9.8 9.7 9.7 9.7 9.6 9.6
9.6
9.7
Time Taken to Resolve
9.7
9.7
9.5
9.7
9.8
9.9
9.8
9.7
9.8
9.7
9.7
9.8
9.7
Courtesy of Support Person
9.8
9.8
9.8
9.9
9.9
9.9
9.9
9.9
9.9
9.9
9.9
9.9
9.8
Technical Knowledge of Support Person
9.8
9.8
9.8
9.9
9.9
9.9
9.9
9.9
9.9
9.8
9.8
9.9
9.8
Technical Support Overall
9.7
9.8
9.8
9.7
9.9
9.9
9.9
9.8
9.8
9.8
9.8
9.8
9.7
Professionalism of the technician that took the call
9.8
9.8
9.8
9.7
9.8
9.9
9.8
9.8
9.8
9.8
9.9
9.8
9.8
Surveys Returned 3531