Introducing feedback management for enhanced customer engagement

The IT Support Services team would like to introduce you to a new feedback widget on the IT at Yale portal as a simple and convenient way for individuals you support to submit feedback.

The widget, visible from the IT at Yale homepage after logging in (CAS required), leverages the current appearance and style of the chat interface, ensuring a familiar and intuitive environment. This familiarity should enhance survey completion rates as clients feel at ease navigating an interface they already use. Completed surveys will generate a task that will be reviewed regularly by our IT Support Center leadership as part of the Voice of the Customer Program. The Voice of the Customer Program is a data-driven quality improvement strategy with an appreciation of and commitment to the client experience. Feedback received will be shared with the appropriate IT service owners, managers, and staff.

Integrated surveys empower clients to establish a smooth feedback loop. They can express their opinions, suggestions, and concerns directly from any of the portal web pages, fostering a transparent and collaborative environment that encourages engagement and promotes continuous improvement.

Check it out and share!

Let us know your thoughts on the new widget itself. Take a look at this new listening post feedback component and leave your feedback related to its design and functionality. Also, please share this resource as a simple and convenient way for the individuals you support to provide feedback. The widget is visible after logging in (CAS required).

Need help?

•  For help with any service management topics, you can always send an inquiry to the IT Service Management team with questions.
• Join us at our Zoom virtual office hours from 10 - 11 a.m. on the first Thursday of each month.