ITEE customer feedback loop dashboard
The new ITEE customer experience (CX) dashboard shown here is one of the outcomes of the Customer Feedback Loop project completed during FY 2024.

During FY 2024, ITEE’s Experience Design & Improvement team completed a project focused on enhancing the quality of 4Help’s IT Support services, advancing customer experience (CX) maturity, and fostering a customer-centric culture.

The team implemented a feedback process to identify and eliminate pain points in the IT support customer journey, aiming to enhance the experience for all who utilize 4Help IT Support. 

The process included collecting data on our current support services and customer satisfaction, as well as establishing CX metrics, using a RACI (responsible, accountable, consulted, informed) chart. Key metrics included:

  • Customer Satisfaction with IT Support Consultant 

  • Customer Satisfaction with IT Support Process 

  • Issue Completeness Rating 

  • User Comments (to track successes and pain points) 

ITEE also collected data through IT Support user experience surveys and feedback forms on the Service Portal. To help identify trends and areas of strength and weakness in our customer experience processes, we set specific and measurable goals for each metric and monitored progress regularly.

Data analysis included analysis of quantitative and qualitative feedback to uncover patterns, trends, and priority issues. The team leveraged the CX ServiceNow analytics dashboard to visualize and monitor the metrics. Through this analysis of the customer feedback, ITEE identified opportunities for improving IT Support services and developed and implemented strategies to make these improvements. These include:

  • Reducing the number of incidents that remain unresolved more than four days

  • Refining agent training and creating standardized interaction templates

  • Enhancing support for international students

  • Expanding survey collection to include guest users

  • Improving usability of the 4Help homepage and ticket pages

  • Increasing response rates for IT Support User Experience surveys 

  • Enhancing the CX dashboard based on stakeholder feedback

  • Providing formal and informal recognition to support agents who demonstrate outstanding customer service

These strategies were implemented over the course of one year. Since then, we have regularly tracked and assessed our service improvement actions to measure progress, and the results have been positive. Key metrics have consistently demonstrated strong performance, even during major IT incidents and service changes such as the Google Workspace Program.

Our metrics successfully met their targets in FY 2024. The following data presents the six-month average performance across our five key metrics:

  • Satisfaction with IT Support Consultant: 96 percent

  • Satisfaction with IT Support Process: 93.3 percent

  •  Issue Completeness Rating: 92 percent

  • User Comments on IT Support - Success and Pain Factors: On average, 88 percent of feedback was positive, while 12 percent highlighted areas for improvement.