We set local Key Performance Indicators (KPIs) and service targets for achieving high levels of customer satisfaction, resolving enquiries at first point of contact and serving users in a timely manner, and for usage of key services. Key Performance Indicator (KPI) How we measure our success We are committed to achieving at least 95% user satisfaction with our services. UniDesk Feedback reports We aim to resolve 90% of your enquiries in person at the first point of contact, referring any that need specialist knowledge to the most appropriate person and in a timely manner. Unidesk Quick Call statistics, UniDesk Feedback reports We aim to resolve 90% of your enquiries that can be resolved by IS Helpline without referral to specialist knowledge within 8 days. Unidesk statistics (not Quick Calls) showing calls resolved within the target duration based on the priority assigned to the call. We aim to serve users within 5 minutes in person and over the phone, Monday to Friday 9am-5pm. 3CX reports, UniDesk Feedback reports At least 95% user satisfaction with the courtesy, helpfulness, and clear language of IS Helpline staff, as well as the speed of resolution of their issue. UniDesk Feedback reports This article was published on 2024-10-08
