Posts Tagged ‘customer’

Results of IT services survey

Monday, December 14th, 2015

Thank you to all of you who participated in our IT services survey in late October. More than one third of you completed the questionnaire and the feedback has been extremely positive. The Department Head and ISG have evaluated the results and would like to say thanks to everybody involved.
We have received many helpful comments that deserve an answer. Since the survey was anonymous, we have no way of getting back to each responder individually, so we compiled the questions, answers and comments on a nifty website that we invite you to visit:

https://nic.phys.ethz.ch/it-survey/

You can browse the results, read the comments and click on the little speech bubbles to read our answers. There are a couple of topics that are sufficiently common and generic that we would like to address them here:

  • WiFi: yes we know it’s not great, but we cannot immediately fix it as it is a service of Informatikdienste. We are working together with our colleagues of ID to resolve the problems and improve WiFi service on the campus.
  • many of the wishes and problems raised in your comments actually have already been solved by us. Also,
  • there seems to be a positive correlation between how often people contact us and their satisfaction with our services.

So:

Please talk to us! We can only help you if you tell us about your problem, and we hate unsolved problems. So we’re going to try hard to fix them.

Thanks for you attention and we’re looking forward to serving you in the future.

New feature in our helpdesk system: ticket tracking

Wednesday, January 19th, 2011

We are happy to announce that our ticket system now allows you to track the status of your tickets at ISG D-PHYS.

We will continue to refrain from sending out ticket confirmation emails, but you can now log in to https://rt.phys.ethz.ch/rt in order to check progress on your requests.

If you are using your regular D-PHYS email address when emailing us, just type in your D-PHYS login to gain access. In case you opened your tickets from an external email account, use the Forgot Your Password feature on the login page to request a password for this email address.

Please let us know if you encounter any problems when using this service.