Cenitex: Meeting Customer Needs for ICT Shared Services

Tabled: 17 October 2019

Appendix C. Satisfaction with ICT services and support

Figure C1 shows the annual customer satisfaction survey results for key ICT services and support elements from 2016 to 2018.

Figure C1
Satisfaction with key ICT services and support elements

Element

2016 (%)

2017 (%)

2018 (%)

Change from 2016 to 2018

ICT services

Access to data/files

61

58

59

–2

Business applications

49

45

48

–1

Email and calendar

57

56

52

–5

External remote access

38

39

39

+1

Fixed phone systems and Voice Over IP Telephony

n/a

56

64

n/a

ICT Hardware

53

52

60

+7

ICT helpdesk

61

59

61

0

Internet

46

55

54

+8

Logging onto computer or device

63

63

66

+3

Meeting room technology

n/a

n/a

39

n/a

Mobile devices

47

52

59

+12

Network speed

n/a

n/a

38

n/a

Onboarding (new user set-up)

n/a

35

38

n/a

Printing and scanning

69

70

74

+5

Training

n/a

n/a

33

n/a

Video conferencing

n/a

36

34

n/a

Wi-fi

n/a

n/a

50

n/a

ICT support—Helpdesk

Timeliness of response to request

74

65

64

–10

Issue being fixed quickly

62

56

54

–8

Issue being fixed the first time

58

52

50

–8

Having a single contact point

58

54

55

–3

Kept informed of progress

55

54

50

–5

Professionalism of staff

55

82

79

+24

Friendliness of staff

82

84

83

+1

Note: Cenitex does not provide these services to all customers.
Source: Annual customer satisfaction survey, 2016, 2017 and 2018.

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