Services Satisfaction Survey

The work request module within the eService Desk portal enables anyone with a 'UniKey' on any of the University's campuses to request facilities related work. It is possible to report a condition, such as a broken window, equipment failure, communicate facility deficiencies, etc., or to view the status of a request previously made.

In a continuous effort of improving service delivery to the University community, Campus Infrastructure Services (CIS) has deployed the new satisfaction survey reporting tool, in the work request module within the eService Desk portal.

The new service satisfaction survey is activated by sending an email out to the requester of the work request, once it is marked as ‘completed’ (see figure 1 below). The email’s subject clearly states that the work request is completed and feedback on the work done is appreciated. The email also contains a web link to the simple easy to fill survey form related to that particular work request (see figure 2 below).

After the rating has been submitted, the browser will display the values for the rating as well as comments submitted for the requester to print if required.

A rating value of ‘Poor’ or ‘Fair’ will prompt the appropriate quality assurance (QA) staff within CIS to get in touch with the requester and follow up on the comments and take remedial action when and where appropriate.

Notes: The following restrictions apply to the work request services satisfaction survey procedure:
1- Only a completed work request can be rated.
2- Only the requester of the work request can submit a rating.
3- A completed work request can only be rated once and the rating cannot be changed or updated once submitted.

Figure 1: Once a work request is marked completed by CIS or their contractors, the requester will receive a similar email to the one above where the subject clearly states that feedback is appreciated.

A web link to the survey is located in the body of the email as shown above. The web link will redirect the requester to authenticate using their Unikey (if they are not already logged in to the eService Desk). Once authenticated the requester will be redirected back to the survey form.

Figure 2: The work request survey form is simple to fill in three steps:

1. Selecting the appropriate rating from Poor to Excellent. A rating of ‘Poor’ or ‘Fair’ will prompt the appropriate QA staff within CIS to get in touch with the requester and follow up on the comments and take remedial action when and where appropriate.
2. Adding comments if and where required.
3. Pressing the submit button will submit the requester’s rating and comments against that work request. Once this is done, the browser will refresh and display the result as per the example below.

Figure 3: The requester can then print the survey result page and keep it for their records, if required.

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