A new way of measuring customer satisfaction

survey

We have a new way of measuring customer satisfaction in IT. From the 1st of July UNSW IT started to use a customer service metric called Net Promoter Score (NPS), which is defined as a measure of how likely our customers are to recommend us to a friend or a colleague, expressed as a score.

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UNSW IT Service Centre – About Us

Here is the first in a series of videos introducing you to the UNSW IT team. We’re starting with the IT Service Centre, the first people you’re likely to interact with when you contact IT. 

UNSW Australia is one of the largest universities in the country. With over 53k students, 6k staff and over 260k alumni,  the IT Service Centre is one of the first contact points for prospective and current students, staff and alumni of UNSW. 

The IT Service Centre is a small and dedicated team that strives to provide positive outcomes for its customers. The team is trained to technically troubleshoot IT issues from wireless and email to learning and research systems. The range of services we support is very wide, and the IT Service Centre resolves around 70k requests per year, and around 30k of those at the first point of contact.   

The team also provisions access to core organisational systems, actioning over 7.5k requests per year. The University needs to focus on collaboration, learning, teaching and research, and the IT Service Centre enables this.  

One initiative of the Service Centre is the IT Hero Program. The program allows our students to experience meaningful work integrated learning through participation in internal innovation projects aimed at improving UNSW products and services.  

The Service Centre’s mission is to provide an awesome experience to every customer, on every device, across every touchpoint.