|
Question
|
FY09
|
FY08
|
FY07
|
FY06
|
FY05
|
FY04
|
FY03
|
FY02
|
FY01
|
FY00
|
|
Time taken to respond to initial call
|
9.69
|
9.77
|
9.81
|
9.74
|
9.70
|
9.68
|
9.58
|
9.57
|
9.64
|
9.59
|
|
Time taken to resolve the problem
|
9.70
|
9.84
|
9.85
|
9.81
|
9.71
|
9.76
|
9.69
|
9.67
|
9.75
|
9.64
|
|
The courtesy of the support person
|
9.92
|
9.94
|
9.92
|
9.91
|
9.91
|
9.92
|
9.91
|
9.89
|
9.92
|
9.87
|
|
Technical knowledge of the support person
|
9.85
|
9.94
|
9.92
|
9.92
|
9.89
|
9.88
|
9.84
|
9.84
|
9.88
|
9.80
|
|
Technical support overall
|
9.74
|
9.87
|
9.88
|
9.86
|
9.84
|
9.83
|
9.76
|
9.79
|
9.80
|
9.72
|
|
Professionalism of the helpdesk technician who took your initial call
|
9.73
|
9.81
|
9.88
|
9.82
|
9.80
|
9.82
|
9.83
|
9.85
|
9.84
|
9.78
|
