IT Scorecards and Statistics - Help Desk Support
|Help Desk Statistics Fiscal Year 2012 through 2016|
|First Contact Resolution||73%||77%||74%||70%||71%|
|Overall Customer Satisfaction
(out of 5%)
Support Requests - number of requests made via phone call, email, or service request and logged in the IT support ticketing system.
First Contact Resolution - percentage of support requests resolved and closed in one contact (phone, email) with a Help Desk technician.
Overall Customer Satisfaction - the IT Departments subscribes to the Help Desk Institute's Customer Satisfaction Index survey system, where surveys are automatically sent to clients after their support request ticket is closed. For more details, see the Customer Service Scorecard.