In any given month, the Office of Information Technology fields more than 7,500 questions from Duke staff, faculty and students on topics from network connectivity and software to e-mail and computer viruses.
Now users can check out the numbers behind Duke's most utilized IT services as part of a new metrics initiative aimed at explaining how OIT measures its performance.
"We've gotten very good at informing customers about service outages, but these metrics will give customers a clearer picture of the other side of the story: the majority of time that our services are up and running reliably," said Susan Lynge, OIT's senior metrics analyst.
Much of the data comes from the OIT Service Desk, which tracks how quickly calls are answered and how many requests are resolved with the first call. Customer survey data targets five areas: courtesy, skills and knowledge, timeliness, response quality and overall experience.
OIT's goal is to achieve a satisfaction rating of 4.5 or higher (out of 5) on all survey measures, for example. For the most recent reporting period, ratings averaged about 4.7.
Maria Maschauer, who responded to a survey, said she was pleased that OIT was sharing more detailed information about customer feedback.
"Whether it's a simple question or a complicated problem, or if my computer's just not acting right, they're always very courteous and willing to help," said Maschauer, who works as the visitors and special events coordinator in Duke's literature program.
"When outages happened, we used to say, ‘What are they doing over there?' " she said. "We didn't understand why or what was going on. It's great to have more information now."