Information Systems Department Satisfaction Survey Results

data.sonomacounty.ca.gov | Last Updated 5 Aug 2019

The Information Systems Department logs a ticket (either an incident or service request) for each request for service made by a department or agency. An independent third party, the Help Desk Institute, periodically sends out satisfaction surveys for some of the tickets completed by the Information Systems Department. This dataset includes the results of those surveys. Blank survey responses indicate the responding department or agency chose not to respond to the survey questions.

Tags: performance metrics, information systems, helpdesk, service desk, satisfaction survey, hdi

This dataset has the following 10 columns:

Column NameAPI Column NameData TypeDescriptionSample Values
Work Item Typework_item_typetextAn incident is an unplanned interruption to an IT Service or reduction in the quality of an IT service (e.g. the application is down.) Service Requests are defined as a user request for information or advice, or for a standard change.
Requesting Dept/AgencyorgmajtextThe name of the Department within the County of Sonoma or another agency requesting assistance from the Information Systems Department.
Receivedreceivedcalendar_dateDate survey request received by requesting department/agency.
Support TeamteamtextThis is the Information Systems Department team who resolved the incident or service request.
Categorycatmajtext
Q1 - Courtesyq1_courtesynumberHow satisfied are you with the courtesy of the analyst? (Scale 1-5, with 1 being "Very Dissatisfied" and 5 being "Very Satisfied")
Q2 - Technicalq2_technicalnumberHow satisfied are you with the technical skills/knowledge of the analyst? (Scale 1-5, with 1 being "Very Dissatisfied" and 5 being "Very Satisfied")
Q3 - Timelinessq3_timelinessnumberHow satisfied are you with the timeliness of the service provided? (Scale 1-5, with 1 being "Very Dissatisfied" and 5 being "Very Satisfied")
Q4 - Qualityq4_qualitynumberHow satisfied are you with the quality of the service provided? (Scale 1-5, with 1 being "Very Dissatisfied" and 5 being "Very Satisfied")
Q5 - Overallq5_overallnumberHow satisfied are you with the overall service experience? (Scale 1-5, with 1 being "Very Dissatisfied" and 5 being "Very Satisfied")