The survey revealed that users consistently rate nine out of ten services positively. Satisfaction levels were evenly distributed across administrative areas, with service satisfaction remaining comparable to the previous year.
"RIT's mission is to provide excellent service. Feedback through surveys is a crucial tool for us to further improve and make our services more user-friendly," stated RIT’s Head of Quality and Service Management Department Liis Getter Mandel emphasizing that a quality user experience is created in collaboration with the customers.
Mandel explained that feedback was collected for ten different services, including hardware and software services for computer workstations, printing and scanning services, network services, device management, email services, file services, rights management, multimedia solutions, and user support services. The survey gathered feedback from a total of 2020 users from 57 different institutions, with the highest percentage of respondents from the Language Inspectorate and the largest number of respondents from the Tax and Customs Board.
”According to the *CSAT method we used in the survey to measure customer satisfaction, the average score for services was 77%, and the average score for user support services was 83%. These numbers consistently indicate above-average satisfaction with RIT's services,” says Mandel.
Given that there have been no significant changes in services, Mandel noted that the satisfaction survey results are very similar to the ones from the previous year as was expected. "Satisfaction is similar across both services and ministry administrative areas, with minimal fluctuations. This illustrates that RIT's services have been stable, and there were no crises or widespread incidents that strongly impacted user satisfaction last year. It also confirms that the state's ICT foundational services are standardized, secure, and of high quality, aligning with the institution's goals," she stated.
”Compared to last year's survey, user satisfaction has slightly increased with email services, computer workstation hardware, printing and scanning services, and device and rights management. There has been a slight decrease in satisfaction with computer workstation software and file services, where users have high expectations for the implementation of cloud services, which has not yet occurred. Satisfaction has also dropped slightly with network services, where plans are in place to modernize both the architecture and infrastructure,” Mandel comments.
The results further revealed that the most preferred method of contacting user support remains the telephone, chosen by 38.5% of respondents, alongside email and the self-service portal. Mandel hopes for a shift in this statistic, stating, "While the telephone has lost some popularity as an IT support channel, we anticipate changes in user habits, as solving inquiries via email or the self-service portal is more efficient."
The next satisfaction survey for RIT's computer workstation services for the current year will be conducted at the end of 2024.
*CSAT (Customer Satisfaction Score) is a method for measuring customer satisfaction. The most common calculation involves summing the number of satisfied customers and dividing it by the total number of respondents, multiplied by 100, to obtain the percentage of satisfied customers. Satisfaction is measured on a 5-point scale, considering users who rate the service with a score of 4 or 5 (good or very good) as satisfied.
