The remainder came in one or two a day for the next ten days. This scale allows comparison to other segments of IS covered in the prior, larger survey. The tool used to analyze data was Microsoft Excel, with the Data Analysis add-in activated. This table summarizes the Mean Satisfaction rating for each of the team performance characteristics surveyed. Graphs of the satisfaction rankings are available in the Appendices.
Many customers are uninterested in problem-solving tools other than the phone.
Of the tools we have, Casetracker is the most appreciated, probably because of its direct involvement in helping customers get to a solution. Customer Comments When comparing Business Help to other Help Desks used, and features that may be lacking, the overwhelming request is for an estimation of wait time. Other requests include music, no music, position in the queue, tip of the day, and extended hours. Overall, as the survey results show, users are very satisfied with Business Help. Several comments specifically thank individual members of the team by name for the service they receive.