“As the Office of Information and Technology (OIT) continues rise to the challenge to support the Department of Veterans Affairs’ (VA) response to the COVID-19 pandemic, so too does its customer satisfaction score. In the month of April, OIT’s Customer Satisfaction Index Score rose three points — from 75 to 78 — putting the organization on par with major technology companies like Google (with a score of 79) and Microsoft (with a score of 77)…”
“OIT’s Net Promoter Score — an indicator of how likely our customers are to recommend our products and services to a friend of colleague — saw a nine-point increase from March, with 52 percent of those surveyed indicating themselves as promoters. Scores in effectiveness, trust, emotion, and ease also increased across the board, demonstrating improvement in all facets of the OIT customer experience dimension.”
In the last two months, the Department has made a massive shift to a telework environment, requiring increased support from IT staff. While telework has been a large adjustment for some, our customers noted that, despite long wait times, helpdesk and local IT staff have been extremely helpful, reliable, and responsive when walking them through telework setups. Customers also noted a strong sense of teamwork, empathy, and patience between themselves and IT staff. This focus on empathy and service was a key contributor to OIT’s success…” Read the full press release here.
Source: Customer Satisfaction Scores Continue to Rise During Pandemic – May 29, 2020. DigitalVA.
