| Question | FY02 | FY01 | FY00 |
| Time taken to respond to the initial call | 9.57 | 9.64 | 9.59 |
| Time taken to resolve the problem | 9.67 | 9.75 | 9.64 |
| The courtesy of the support person | 9.89 | 9.92 | 9.87 |
| Technical knowledge of the support person | 9.84 | 9.88 | 9.80 |
| Technical support overall | 9.79 | 9.80 | 9.72 |
| Professionalism of the helpdesk technician who took your initial call | 9.85 | 9.84 | 9.78 |
