And the Results Are In...DCRT Survey Provides Customer Feedback
Susan Chaffee, Customer Services Branch
DCRT recently sent customer satisfaction surveys to a random selection of TASC customers over the past 6 months and to participants in the Campus Users Research Exchange (CURE) and the Biomedical Research & Macintosh Users Group (BRMUG).
From the results of these surveys, we have identified the following:
In general, customers seem to be pleased with the consolidation of the DCRT help areas as well as with the capabilities of the TASC staff. DCRT continues to strive to improve the customer support services and appreciates any feedback that you can give. Please feel free to contact TASC.
- Most customers like the consolidation and single point of contact. They can call one number to get a problem resolved, register for a class, and check the status of an account, all at the same time.
- Almost everyone regards the TASC staff as courteous and professional.
- Customers would like problem resolution to take less time. This area needs further investigation to see what the perceived response times are, if the calls are not being answered by TASC in a timely manner, or if response times from other areas of DCRT need improvement.
- Customers were concerned that in some cases the consultant who initially answered the phone was not well versed in the technical area of the call. To address this concern, we have eliminated tier 1 and now have only technical specialists answering the phones.
Interface 192 (September 15, 1995)
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