Enhanced SAMI Support Feedback

OIRT is excited to announce the launch of our enhanced User Feedback function within the SAMI Support Ticketing System. The goal of this initiative is to obtain YOUR feedback to allow OIRT to improve IT support throughout the university.

Here’s how it works:

In August, we added the opportunity to rate your support experience on a scale of 1 (poor) to 5 (excellent) once a ticket was closed. While our team does view those scores, often there are no comments as to why a rating was given.

Although the majority of feedback has been positive, we are especially interested in updating our processes to minimize negative experiences. Starting today, users that provide a rating of 1 or 2 will be given an opportunity to provide more specific feedback through a very short five-question survey which will help us to better serve our community. You will also have the option to request a one-on-one conversation with a member of our new Continuous Improvement team, which is dedicated to ensuring the best possible SAMI experience for our community.

Learning directly from our users will help us better serve the entire community’s technology needs today and into the future. When you receive an email that your ticket has been closed, please take a moment to provide a rating. If you were not satisfied with how your question or issue was resolved, we would greatly appreciate your taking a few minutes to complete the survey.

Thank you for your attention to this matter. If you have any questions or concerns, please visit SAMI Support, where you can request additional information from UTAC or search our extensive IT knowledge base. While SAMI Support provides the quickest and easiest access to IT support, you can always contact UTAC by phone at (973)-443-8822 or by email at fdutac@fdu.edu.

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