Last fall we sent out a survey asking for your feedback on how well we were doing providing IT customer support services to School of Medicine customers. The response from the survey was very positive, 74% of the people who responded were very satisfied or satisfied with the service we are providing.
We try to continually improve the service we provide to SOM customers and based on your feedback we are going to make changes to how we provide IT support to you. We are focused on:
- Keeping you informed about the status of your help request
- Improving the timeliness of the initial response to your request
- Making sure you are routed to a person or resource that can answer your resolve issue on first contact
- Improving the turnaround time for resolving your issue
Beginning this month we will start to implement some of the changes we have been working on. The first change will be to our help site at help.med.unc.edu. As of Monday 9th January you will be able to contact OIS Client Services directly for help with your technology related issues by either submitting a web form or by starting a chat session.
We hope you will notice the difference – please continue to give us your feedback at firstname.lastname@example.org.