| Reference No. | Summary | Comments | Time | Courtesy | Knowledge | Solved First Call | Gave Name and Ref | Tried Web First |
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| | | | 5 | 5 | 5 | yes | yes | yes |
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| 17622 | | My room still has piss poor wireless service that drops out frequently. Fortunately, I have a wired connection which works fine.
The fact is that I live in a corner room and perhaps my wireless antenna isn't the best. If the signal was stronger, this | 1 | 1 | 1 | no | no | yes |
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| 22529 | | | 5 | 5 | 5 | no | yes | yes |
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| 22261 | | | 5 | 5 | 4 | yes | no | no |
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| 22669 | | Support Staff always courtesy and prompt.
Thank you. | 5 | 5 | 5 | yes | yes | no |
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| 22708 | | | 5 | 5 | 5 | yes | yes | no |
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| 22387 | | The wireless problem in the Tower is related to the DHCP problem. It's very difficult to function when you run out of IP's and people can't access the network. | 2 | 4 | 3 | no | yes | no |
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| 22508 | | | 4 | 4 | 5 | yes | yes | yes |
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| 22736 | | | 5 | 5 | 5 | yes | yes | yes |
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| 22771 | | I'm a little disturbed by the reply which characterizes the fruadulent email as "spoofed." It's worse than a spoof; the author is phishing for material with the intent to commit identity theft. Isn't there somewhere they should be reporting this? | 4 | 4 | 4 | yes | yes | no |
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| 21351 | | The corrections needed for Banner and OTS have been going much smoother in the last few weeks.
Thank you, | 4 | 4 | 4 | no | yes | yes |
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| 22455 | | Thanks a lot for the help in time! | 5 | 5 | 5 | yes | yes | yes |
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| 22792 | | | 1 | 1 | 3 | yes | yes | no |
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| 22801 | | | 5 | 5 | 5 | yes | yes | yes |
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| 22837 | | | 5 | 5 | 5 | yes | yes | yes |
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| 22489 | | | 4 | 5 | 3 | no | yes | yes |
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| 22917 | | The operator may have given her name but it was so quick that it did not register for me. | 5 | 5 | 5 | yes | no | no |
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| 22870 | | Thanks very much. I appreciate your help. It is always a pleasure to work with OTS. | 5 | 5 | 4 | yes | yes | no |
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| 22312 | | | 2 | 2 | 1 | no | no | yes |
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| 22942 | | | 4 | 4 | 4 | yes | no | yes |
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| 22778 | | | 4 | 5 | 5 | no | yes | no |
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| 22958 | | | 5 | 5 | 5 | yes | yes | yes |
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| 22986 | | | 5 | 5 | 5 | yes | yes | yes |
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| 22285 | | | 5 | 5 | 5 | no | yes | yes |
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| 22715 | | The auto generated email message is cryptic and not user friendly. so please make it easier to understand | 5 | 5 | 5 | yes | yes | yes |
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| 23023 | | | 5 | 5 | 5 | yes | yes | yes |
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| 23129 | | I was unable to log into TELNET for SIS. All that was wrong was that my password had expired, but there was no warning. If we received a warning for this, we could update it ourselves without having to involve OTS.
Also, I wasn't really aware that the | 5 | 3 | 5 | yes | yes | no |
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| 22858 | | thanks | 4 | 4 | 4 | yes | yes | yes |
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| 22864 | | Alex handles the TypeWell software problemsof connectivity rapidly and and effectively. My only concern is should he be unavailable is there an informational sheet or protocol in place that someone else could use as reference. This is a software that is | 5 | 5 | 5 | yes | yes | no |
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| 23133 | | | 5 | 5 | 5 | yes | yes | no |
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| 23160 | | | 5 | 5 | 5 | yes | no | yes |
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| 23187 | | | 5 | 5 | 5 | yes | yes | no |
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| 22779 | | Spelling error: should be "Dissatisfied" | 5 | 5 | 5 | yes | yes | yes |
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| 23197 | | | 5 | 5 | 5 | yes | yes | yes |
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| 22972 | | | 4 | 4 | 4 | no | yes | yes |
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| 23275 | | | 5 | 4 | 4 | yes | yes | no |
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| 23330 | | Thanks! | 5 | 5 | 5 | yes | yes | no |
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| 23277 | | | 5 | 5 | 5 | yes | no | no |
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| 20499 | | The issue was about background noise when listening to online lectures. Once the initial report was made the background noise was not an issue. Ever since then it had steadily been increasing until I sent in my second notice.
The support desk personn | 5 | 5 | 5 | yes | yes | yes |
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| 23321 | | Ms. Brenda Anderson and all support persons were extremely courteous and expedited this order with utmost professionalism. Thanks for the prompt service....Colette Aly | 5 | 5 | 5 | no | yes | no |
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| 23379 | | Thanks! | 5 | 5 | 5 | yes | yes | yes |
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| 23000 | | | 4 | 4 | 4 | no | yes | yes |
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| 23337 | | Very timely responce to my request for an email account. | 1 | 1 | 1 | yes | no | no |
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| 23214 | | | 4 | 4 | 4 | no | yes | no |
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| 23426 | | | 5 | 5 | 5 | yes | yes | yes |
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| 21503 | | While I understand that Banner was a new system and that there were many incidents occurring at once, it took over two months to resolve my issue, which became frustrating. | 2 | 4 | 3 | no | no | yes |
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| 23091 | | | 4 | 4 | 4 | no | no | yes |
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| 23430 | | | 4 | 5 | 4 | yes | yes | yes |
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| 22959 | | | 3 | 4 | 5 | yes | yes | yes |
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| 22822 | | | 5 | 5 | 5 | no | yes | no |
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| 23468 | | The launch of the new IIT my login was poorly handled. Several of my friends were also unable to login and were required to contact the help desk in order to use the new site. Please get the bugs out before sending a mass email inviting students to use th | 5 | 5 | 5 | yes | yes | yes |
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| 23444 | | Everyone at the Helpdesk is courteous, helpful and prompt in their response. If they do not know the answer they find someone who does. And they are very patient with me in particular.
Kathryn | 5 | 5 | 5 | yes | yes | no |
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| 23498 | | The information on-line pertaining to determining the log-in name and password for the portal is incorrect. According to the information online, my username should have been "ashparber" since my e-mail is ashparber@kentlaw.edu. My username however is no | 5 | 4 | 1 | yes | yes | yes |
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| 23512 | | | 5 | 5 | 4 | yes | yes | yes |
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| 21547 | | | 1 | 1 | 1 | no | yes | no |
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| 22828 | | | 1 | 1 | 1 | yes | yes | no |
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| 23290 | | | 4 | 4 | 4 | yes | no | yes |
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| 23539 | | There was no information about how long messages would remain in the trash folder. I was under the impression that the deleted messages would be cleared out periodically, but will now make sure that I go through and clean things out myself. | 4 | 5 | 5 | yes | yes | yes |
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| 23563 | | | 5 | 5 | 5 | yes | no | no |
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| 23380 | | I was very satisfied with the overall resolution. | 5 | 5 | 5 | yes | yes | yes |
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| 22515 | | The problem was originally reported by Eric Williams, after I notified him of the problem, sometime in Feb. He spoke to the help desk personally. I reported the problem later, after no response or help was given. Eric has just received information rega | 1 | 3 | 2 | no | yes | yes |
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| 23638 | | | 1 | 1 | 1 | yes | yes | no |
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| 23593 | | | 5 | 5 | 5 | yes | yes | yes |
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| 23655 | | | 4 | 4 | 4 | yes | no | yes |
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| 23504 | | Johnatan Christin put extra time and effort to fix our LabVIEW problem with computers in CHBE computer lab, my office, and the department laptop. A job well done!
Nader Aderangi | 5 | 5 | 5 | yes | no | no |
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| 23651 | | | 4 | 5 | 5 | yes | yes | yes |
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| 22585 | | Online help is very confusing to use. There is no clear info that I'm looking for on the web. | 5 | 4 | 4 | yes | yes | no |
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| 23732 | | Brian was super helpful. He took the time to call and walk me through what needed to be done to resolve the issue. Great! Thanks so much. | 5 | 5 | 5 | yes | yes | yes |
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| 23699 | | | 5 | 5 | 4 | yes | yes | yes |
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| 23696 | | | 5 | 5 | 5 | yes | yes | no |
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| 23518 | | | 1 | 1 | 1 | yes | yes | yes |
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| 23753 | | Brenda anderson completed the ticket very quickly and professionally.
The Support Desk Rep. did not supply his/her name, because i did not call the desk - I just submitted the ticket on-line. | 1 | 1 | 1 | yes | no | yes |
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| 23703 | | | 5 | 5 | 5 | yes | yes | yes |
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| 23760 | | | 5 | 5 | 5 | yes | yes | yes |
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| 23642 | | | 5 | 5 | 5 | yes | yes | yes |
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| 19404 | | | 4 | 4 | 3 | yes | yes | no |
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| 23428 | | I did not get a direct answer to my question rather I got repetition of the same statement in different form which still does not answer my question"
"Is it possible to allow my VPN account to see the network outside of IIT?."
| 1 | 1 | 3 | no | no | no |
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| 23757 | | Thank you very much!!! | 5 | 5 | 5 | yes | yes | no |
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| 22476 | | I don’t understand what the problem with the system is. I have been working for seven weeks now, and not get paid yet. I did all the paper work, people in the different offices say OTS has not process my work tab.OTS says the paper work has not been done. | 1 | 1 | 1 | no | no | yes |
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| 23811 | | | 5 | 5 | 5 | yes | yes | yes |
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| 23728 | | Keep up the great services your department is providing the campus.Thanks | 1 | 1 | 1 | yes | yes | yes |
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| 23820 | | Abdur Raheem at the Staurt School of Business was very informative and proactive in helping me get around this technical issue. He is a credit to yoru team of preofessionals!
Raj
403 862 9769 | 5 | 5 | 5 | yes | yes | yes |
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| 23871 | | This was odd, I didn't note that there was a need for this and am confused as to why I am recieving this survey. The only thing I could think of that would have generated this is that I signed up for the free Alumni email option. It was quick and easy a | 3 | 3 | 3 | yes | yes | yes |
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| 23808 | | It should not have taken me so long to get the problem fixed. The delay seriously interferred with my ability to meet a deadline. | 1 | 3 | 3 | no | no | yes |
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| 16451 | | The cables that connect a laptop to the LCD projector are very vulnerable. I had a similar problem with a broken pin last semester. I wonder if current technology has some other solution. It may be a good idea to have two cables at every desk, just in cas | 5 | 5 | 3 | yes | yes | yes |
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| 23632 | | I used the web service to let you know about a problem with the public access to the IIT course search page and it took 8 days to get resolved.
For 8 days during the peak time of registration students and faculty could not make use of that system f | 1 | 2 | 3 | yes | yes | yes |
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| 23562 | | | 4 | 4 | 4 | yes | no | no |
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| 23940 | | | 5 | 5 | 5 | yes | yes | no |
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| 24015 | | | 4 | 2 | 4 | yes | no | yes |
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| 24013 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24051 | | | 4 | 4 | 4 | yes | yes | yes |
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| 24065 | | the problem is not yet resolved. I was asked to complete another form/application in order to progress the matter. Seems premature to survey me on the results of this request. | 4 | 4 | 2 | no | no | yes |
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| 23464 | | | 3 | 5 | 5 | no | yes | no |
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| 24096 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24086 | | | 5 | 5 | 3 | yes | yes | no |
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| 24063 | | The response to my query was quick to the point and very satisfactory. | 5 | 5 | 5 | yes | yes | no |
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| 23933 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24016 | | | 5 | 4 | 3 | no | yes | yes |
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| 24087 | | | 4 | 4 | 3 | yes | yes | no |
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| 24114 | | | 5 | 4 | 5 | yes | yes | yes |
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| 22517 | | I was very happy with the service I received from the Support Desk. Everyone I worked with regarding my account issue was very helpful and informative. | 5 | 5 | 5 | yes | yes | yes |
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| 24163 | | Brenda was very helpful. She explained every step and made sure I understood what was taking place and why. | 5 | 5 | 5 | yes | yes | no |
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| 24201 | | | 5 | 4 | 3 | yes | yes | yes |
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| 24199 | | The issue has yet to be resolved!!!! | 5 | 5 | 4 | no | yes | no |
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| 24171 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24218 | | if email box has a function to delete all the emails, it would be better, it is so handy to delete emails, if there are so many emails | 1 | 1 | 1 | yes | yes | yes |
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| 23978 | | | 4 | 4 | 4 | yes | yes | yes |
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| 23903 | | The people on the OTS phone line provided a partial solution.
Andrew can to see me and fixed the problem in person. He was terrific! | 4 | 4 | 5 | no | no | no |
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| 22496 | | | 5 | 4 | 4 | no | yes | no |
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| 24246 | | | 5 | 5 | 5 | no | yes | no |
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| 24242 | | | 4 | 4 | 4 | yes | yes | no |
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| 24310 | | | 5 | 5 | 5 | yes | yes | no |
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| 24329 | | thx for your quick response | 5 | 5 | 3 | yes | yes | yes |
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| 24373 | | thanks alot for so quick and good service | 5 | 5 | 4 | yes | yes | yes |
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| 24351 | | Fast, polite, and helpful--thank you. | 5 | 5 | 5 | yes | yes | yes |
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| 24383 | | | 3 | 3 | 3 | yes | yes | yes |
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| 24216 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24430 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24379 | | | 5 | 5 | 5 | yes | yes | no |
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| 24412 | | | 1 | 1 | 1 | yes | yes | yes |
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| 24360 | | | 4 | 5 | 5 | yes | yes | no |
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| 23786 | | | 2 | 5 | 4 | yes | yes | no |
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| 16293 | | | 3 | 4 | 3 | no | yes | yes |
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| 24482 | | Thank you Jessica | 3 | 5 | 5 | yes | yes | yes |
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| 20448 | | Please consider technical problems seriously.
Your Customer support representatives are very co-operative but the real technical team fails to solve the problem. | 2 | 5 | 2 | no | yes | yes |
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| 19985 | | Was contacted by someone called Elliot who made no attempts to resolve the issue.Instead, he attempted to find fault with the issue itself.I urged him to fix an appointment to come to the apartment,no useful response in this regard except for a"we are see | 1 | 3 | 1 | no | yes | yes |
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| 24521 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24557 | | No Comment | 5 | 5 | 4 | yes | no | yes |
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| 24469 | | I have not had the opportunity to use the software he installed so I do not know if it were done properly; the gentleman was just that a gnetleman and an efficient one. Prof. Moschandreas | 1 | 1 | 3 | yes | yes | no |
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| 24571 | | | 5 | 5 | 5 | yes | no | yes |
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| 24445 | | I am very impressed with your system for tracking, responding and documenting incedents such as mine.
thanks you
simon hoffmann | 1 | 1 | 1 | yes | yes | yes |
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| 24447 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24554 | | I find Brenda Anderson to be a very helpful person who always get the job done in a more than timely manner.
Thank you. | 5 | 5 | 5 | yes | yes | no |
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| 16143 | | | 1 | 4 | 3 | no | yes | yes |
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| 24616 | | | 4 | 5 | 4 | yes | yes | yes |
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| 20603 | | Please do something to improve the wireless near Carman hall. I have been continuously complaining but still there is no response from OTS people. This is really really bad. | 1 | 1 | 1 | no | no | yes |
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| 18899 | | | 3 | 3 | 3 | yes | yes | yes |
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| 24468 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24599 | | jonathan christian was extremely helpful and nice! unfortunately, the first tech support rep was not. my acct was initially set up incorrectly, and then he left the job half finished with instructions on my desktop. | 2 | 3 | 3 | no | yes | no |
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| 24587 | | | 4 | 4 | 4 | yes | yes | no |
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| 24720 | | Solved my problem very quickly. Thanks. | 5 | 5 | 5 | yes | yes | yes |
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| 24734 | | The response was very prompt and VERY helpful. My issue was resolved within hours. Thanks so much!
Pat McNicholas | 5 | 5 | 5 | yes | yes | yes |
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| 23765 | | Thank You!!! | 5 | 5 | 5 | yes | yes | no |
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| 24507 | | Tech stayed with me on the phone until the problem was resigned. I find that very commendable. | 4 | 5 | 5 | yes | yes | no |
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| 24017 | | Alex was terrific! | 4 | 5 | 5 | yes | yes | yes |
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| 24743 | | | 4 | 4 | 5 | yes | yes | yes |
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| 24794 | | | 5 | 5 | 5 | yes | no | no |
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| 24808 | | I need to have my web site name updated and I was given Hawk/Web account information.
I have no idea what a Hawk/Web account is or how I use it to make my change.
Too much was assumed with this response. | 4 | 4 | 4 | no | yes | yes |
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| 24899 | | Email sent to the support desk generates an automated response that practically was of no use to me. The automated response did not have any user friendly websites/links to goto for further info concerning my problem. | 1 | 5 | 4 | no | yes | no |
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| 24817 | | | 5 | 5 | 3 | yes | yes | no |
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| 19007 | | Thanks for all the help to get the job complete on my dead-line | 5 | 5 | 5 | yes | yes | yes |
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| 24729 | | | 4 | 4 | 4 | no | yes | yes |
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| 24987 | | If OTS goal is to provide excellent client service and the purpose of this survey is to find out how well you succeeded, well know this, you didn't! The only response I got from OTS was the following:
"If you have the Office 2007 software you can bring t | 4 | 1 | 2 | no | no | yes |
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| 24511 | | | 3 | 5 | 5 | yes | yes | yes |
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| 25000 | | | 4 | 4 | 4 | yes | yes | no |
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| 24993 | | Alex Suarez is always competent, preofessional, and personable. | 5 | 5 | 5 | yes | yes | yes |
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| 24665 | | You guys always do a quick and good job. when delays are expected, you're great about communicating them and staying in communication for the duration of the trouble ticket.
Thanks for such great dedicated work! | 4 | 5 | 5 | yes | yes | yes |
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| 25074 | | | 5 | 5 | 5 | yes | no | yes |
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| 24108 | | | 5 | 5 | 5 | yes | no | no |
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| 24533 | | always a quick response and resolution! | 5 | 5 | 5 | no | yes | yes |
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| 25067 | | apparently the office was closed the two times I called for assistance. By the time the office responded, I had the problem resolved. The followup was fine. | 3 | 3 | 3 | no | no | no |
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| 25125 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25150 | | I want to thank the staff for taking the time out to help me with my problem. | 4 | 4 | 4 | yes | yes | yes |
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| 25147 | | While I am very satisfied with the support I rec'd I am disgusted with the way this "myITT" site is launched and its operation is very frustrating. It's not well rolled-out and it's very weird that I couldn't work with it through internet explorer - that | 5 | 5 | 5 | yes | yes | yes |
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| 25181 | | | 5 | 5 | 5 | yes | no | no |
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| 25069 | | | 4 | 5 | 5 | yes | yes | yes |
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| 25155 | | Adam from the support desk was very helpful and prompt. When I had a question it was answered as soon as possible. | 5 | 5 | 5 | yes | yes | yes |
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| 25161 | | Jonathan was a great help to us, he came to help our department quickly, and efficently! | 5 | 5 | 5 | yes | yes | yes |
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| 25154 | | | 5 | 5 | 5 | yes | yes | yes |
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| 24663 | | | 4 | 5 | 5 | yes | yes | yes |
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| 25224 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25251 | | | 5 | 3 | 4 | yes | yes | yes |
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| 25282 | | | 4 | 4 | 4 | no | no | no |
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| 25140 | | The fact that this matter was resolved in such a short time satisfied me. Hope this continues. | 1 | 1 | 1 | yes | yes | yes |
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| 25359 | | Thank you. | 1 | 5 | 5 | yes | yes | no |
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| 25338 | | | 5 | 4 | 4 | yes | yes | yes |
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| 25267 | | | 4 | 4 | 4 | yes | yes | yes |
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| 23162 | | | 3 | 3 | 3 | yes | yes | yes |
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| 25370 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25448 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25293 | | Thank you | 4 | 4 | 4 | yes | yes | no |
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| 25433 | | | 5 | 5 | 4 | yes | yes | yes |
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| 25502 | | Very professional service! | 5 | 5 | 5 | yes | yes | yes |
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| 25521 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25314 | | I went directly to Nick at the Help Desk and he took care of my problem while I was there. Seems very competent. | 5 | 5 | 5 | yes | no | no |
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| 25513 | | No complaints! | 4 | 4 | 4 | no | yes | no |
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| 25548 | | | 2 | 5 | 4 | yes | yes | yes |
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| 25598 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25650 | | | 5 | 5 | 5 | no | yes | no |
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| 25667 | | | 5 | 5 | 4 | yes | yes | yes |
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| 25310 | | The whole process went well from start to finish. | 5 | 5 | 5 | yes | yes | yes |
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| 25538 | | | 3 | 3 | 3 | yes | yes | yes |
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| 25689 | | | 5 | 5 | 5 | yes | yes | no |
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| 25720 | | | 4 | 4 | 4 | yes | yes | yes |
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| 25812 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25805 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25702 | | Why isn't the process of removing one's email address streamlined when an employee leaves? Once again, this incident shows me that IIT is not very technology-centered and that OTS doesn't really have a grasp on how efficient operations should be run. | 1 | 2 | 1 | no | no | yes |
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| 25785 | | I am very pleased with the efficiency and professionalism of the OTS staff.
Nasir Mirza | 5 | 5 | 5 | yes | yes | yes |
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| 25881 | | I need to get into blackboard and dont know what an external password is | 5 | 5 | 4 | no | yes | yes |
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| 25923 | | Very prompt and accurate service! | 5 | 5 | 5 | yes | yes | yes |
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| 25814 | | I notified the OTS that my "Work" tab on myIIT had not been created. I immediately received an automated response, and then received a human response a few minutes later telling me that the issue had been assigned to "the concerned department." Four day | 5 | 2 | 2 | no | yes | yes |
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| 25906 | | You all did a TREMENDOUS job. I was told it would be done by Friday, and it was done not more than a few hours after I called today (Tuesday). Thank you! | 5 | 5 | 5 | yes | no | no |
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| 25482 | | It took 11 days before I heard any response from the department. Only after several emails did I hear a response.
The individual, Johnathan, who installed the software did a great job and was very helpful. | 1 | 3 | 4 | no | yes | yes |
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| 25847 | | | 3 | 2 | 3 | no | yes | yes |
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| 25901 | | | 5 | 5 | 5 | yes | yes | yes |
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| 25962 | | N/A | 5 | 1 | 1 | yes | yes | yes |
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| 25970 | | I only used the online support website and did not talk to the Support Desk rep. Was very satisfied with response time to my request. | 5 | 4 | 4 | yes | no | yes |
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| 25959 | | I don't know about heis expertise, because the problem was fixed before he arrived. I was surprised that no one had let him know that he didn't have to make the trip, as I had emailed about an hour after putting in the ticket. | 4 | 4 | 3 | yes | no | no |
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| 25850 | | | 4 | 4 | 4 | yes | yes | no |
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| 25968 | | | 1 | 1 | 1 | yes | yes | yes |
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| 26047 | | | 4 | 4 | 4 | yes | yes | yes |
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| 26035 | | I was a visitor to your campus and you treated my issue as seriously as if I would be your customer for the next four years. You worked with me over the phone and you sent someone to work with me personally in the MSV student lounge. While it took a lit | 4 | 5 | 5 | no | yes | no |
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| 22004 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26101 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26073 | | | 4 | 4 | 4 | yes | yes | yes |
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| 26144 | | Thank you for calling back quickly and for your willingness to stay on the phone while I did all the steps. | 5 | 5 | 5 | yes | yes | yes |
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| 26182 | | Thanks | 5 | 4 | 4 | yes | yes | no |
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| 25939 | | | 5 | 5 | 4 | yes | yes | yes |
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| 26070 | | | 5 | 4 | 3 | yes | yes | yes |
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| 26224 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26109 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26172 | | | 5 | 5 | 5 | no | yes | yes |
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| 26252 | | | 5 | 5 | 3 | yes | yes | no |
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| 26149 | | OTS helped me resolve my problem very quickly. I am very satisfied. Thanks! | 5 | 5 | 5 | yes | yes | yes |
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| 26261 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26011 | | | 4 | 3 | 3 | no | yes | yes |
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| 26295 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26202 | | | 4 | 4 | 4 | yes | yes | yes |
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| 26282 | | I still cannot log into the system to register for classes. This is not the fault of the support people. The new Banner system does not work. | 4 | 4 | 3 | no | no | no |
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| 26230 | | | 4 | 5 | 5 | yes | yes | yes |
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| 26390 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26248 | | questions 4 & 5 are N/A | 5 | 5 | 5 | no | no | yes |
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| 26347 | | Response and resolution in minutes! Thank You. | 5 | 5 | 5 | yes | yes | yes |
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| 26401 | | | 5 | 5 | 5 | yes | yes | no |
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| 26445 | | Nick was great. Thanks for the help! | 5 | 5 | 5 | yes | yes | no |
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| 26452 | | OTS / support desk is always helpful | 5 | 5 | 5 | yes | yes | no |
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| 26290 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26435 | | | 1 | 1 | 1 | yes | yes | yes |
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| 26451 | | | 5 | 5 | 5 | yes | yes | no |
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| 26266 | | Lisa was very patient & knowledgeable when helping me. I really appreciated her service (it's good to have people like her on the phones when you haven't been to school in years and it's all new technology)! | 5 | 5 | 5 | no | yes | no |
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| 26589 | | | 5 | 5 | 5 | yes | yes | no |
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| 26588 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26581 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26436 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26163 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26493 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26079 | | I would like to get in contact with other alumni from my class of '57, is it possible to search a listing of alumni?
Very good service on opening an account for me. | 5 | 5 | 4 | no | yes | yes |
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| 26623 | | | 4 | 4 | 4 | yes | yes | yes |
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| 26571 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26694 | | Very fast service and satisfiing. Very cordial email. Really satisfied | 5 | 5 | 3 | yes | yes | yes |
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| 25828 | | | 1 | 1 | 1 | yes | yes | yes |
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| 26765 | | I spoke with Abdur Raheem at the Stuart school and he was courteous and prompt as always. I have reached out to him in the past and he has always been very responsive to my needs.
I also spoke with Bhanu Kothuri at the IIT main campus and he was very pro | 5 | 5 | 5 | yes | yes | yes |
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| 26812 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26804 | | | 5 | 5 | 3 | yes | yes | yes |
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| 26819 | | | 5 | 4 | 3 | yes | no | no |
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| 26839 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26453 | | There has not been any feedback from anyone in how to get data transferred from BANNER to ACCESS. We are left to figure it ourselves. We have created the ACCESS layout. | 1 | 3 | 2 | no | yes | no |
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| 26859 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26868 | | Thank you very much!! | 5 | 5 | 5 | yes | yes | yes |
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| 26885 | | | 4 | 3 | 2 | yes | yes | no |
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| 26845 | | | 5 | 5 | 5 | yes | yes | yes |
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| 26826 | | This morning I noticed that I'm receiving several pop-up boxes from Spybox requesting approvals for changes that were made. Will this continue to happen on a daily basis? | 4 | 5 | 4 | yes | yes | yes |
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| 26985 | | | 1 | 1 | 1 | yes | yes | yes |
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| 26876 | | Your department has always been extremely helpful and efficient. | 5 | 5 | 5 | yes | yes | yes |
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| 26814 | | I am always very impressed with the help I get from OTS. My questions are answered quickly and patiently and I appreciate that very much. Thank you! | 5 | 5 | 5 | yes | yes | yes |
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| 26940 | | | 4 | 4 | 3 | yes | yes | yes |
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| 26970 | | | 4 | 5 | 4 | no | yes | no |
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| 27063 | | | 5 | 5 | 3 | yes | yes | no |
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| 27097 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27055 | | | 5 | 5 | 5 | yes | yes | no |
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| 27103 | | | 5 | 5 | 5 | no | yes | yes |
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| 26908 | | | 5 | 5 | 5 | yes | yes | no |
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| 26472 | | | 5 | 5 | 5 | yes | yes | no |
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| 27142 | | The last message, detailing what my password had been reset to, was not included in the email response. I had to click and figure out how to view the incident in the browser. It was a unnecessary hassle. especially considering that it is not clear what | 5 | 4 | 3 | yes | yes | yes |
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| 27159 | | | 1 | 1 | 1 | yes | yes | yes |
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| 27175 | | Thank you very much!
It make me feel at home~ | 3 | 5 | 4 | yes | yes | yes |
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| 26131 | | | 4 | 5 | 4 | no | yes | no |
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| 27168 | | | 5 | 5 | 5 | no | yes | yes |
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| 27284 | | | 4 | 4 | 4 | yes | no | no |
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| 27332 | | Very helpful | 5 | 5 | 5 | yes | yes | yes |
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| 27215 | | | 4 | 5 | 4 | no | yes | no |
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| 27347 | | None. | 4 | 5 | 5 | no | yes | yes |
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| 27146 | | | 1 | 3 | 2 | no | yes | yes |
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| 27341 | | Thank you for resolving the issue so quickly | 5 | 5 | 5 | yes | yes | yes |
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| 27433 | | | 5 | 5 | 5 | yes | no | no |
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| 27440 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27323 | | My issue is not resolved yet. I am still communicating with OTS. | 4 | 3 | 4 | no | yes | yes |
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| 27080 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27474 | | | 5 | 5 | 5 | yes | yes | no |
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| 27477 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27378 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27428 | | I reside in India. I thought the issue would take a lot of time to get resolved due to the time difference between the countries. But it was resolved much quicker than I anticipated. Great work.
Cheers
Ramkumar | 5 | 5 | 5 | yes | yes | yes |
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| 27408 | | | 5 | 5 | 4 | no | yes | no |
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| 27570 | | | 5 | 3 | 4 | yes | no | no |
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| 27342 | | | 5 | 5 | 5 | no | yes | yes |
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| 27348 | | | 4 | 4 | 4 | yes | yes | yes |
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| 27561 | | | 1 | 1 | 1 | yes | yes | yes |
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| 27361 | | | 5 | 5 | 5 | yes | no | no |
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| 27426 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27596 | | | 4 | 5 | 5 | no | yes | no |
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| 27692 | | | 5 | 5 | 5 | yes | yes | no |
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| 27701 | | | 5 | 4 | 4 | yes | yes | no |
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| 27705 | | Your technical support is very helpful. I thought my work would be delayed due to the problem. Actually, it's not delayed. | 5 | 5 | 5 | yes | yes | yes |
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| 26048 | | My problem with WORD and OUTLOOK took over a month to resolve and multiple visits. | 1 | 5 | 4 | no | yes | no |
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| 27630 | | | 5 | 5 | 1 | yes | yes | yes |
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| 27793 | | | 5 | 3 | 3 | no | yes | yes |
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| 27818 | | | 5 | 5 | 3 | yes | yes | yes |
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| 27765 | | | 5 | 5 | 4 | yes | yes | yes |
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| 27850 | | The matter is still there, unresolved. I left the message. No one called me back.
I need LOGON ID and PASSWORD to get unofficial copy of my transcripts. It gave me various indident reports. I dont know what I have to do with those reports. Its a waste of | 2 | 2 | 2 | no | no | no |
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| 27781 | | | 5 | 5 | 5 | no | yes | yes |
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| 27821 | | The phone contact at the help desk had no idea how to answer my question. The email response to my question was incomprehensible. The was a very simple question that resulted from your changing the system, using the old web for faculty would have yielde | 3 | 3 | 1 | no | yes | no |
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| 27912 | | Response was very timely. Was impressed. | 5 | 4 | 3 | yes | yes | yes |
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| 27893 | | I was extremely impressed with the response time and thoroughness of the reply | 5 | 5 | 5 | no | no | yes |
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| 27950 | | | 5 | 5 | 5 | yes | yes | no |
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| 27751 | | | 5 | 5 | 5 | no | yes | yes |
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| 27635 | | | 5 | 4 | 3 | yes | yes | yes |
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| 27600 | | | 4 | 4 | 4 | yes | yes | yes |
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| 27836 | | | 5 | 4 | 4 | yes | no | yes |
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| 27766 | | | 4 | 3 | 3 | no | yes | no |
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| 28031 | | | 5 | 5 | 3 | yes | yes | no |
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| 27845 | | | 5 | 5 | 4 | yes | yes | yes |
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| 27301 | | | 5 | 4 | 4 | yes | yes | no |
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| 28084 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27895 | | | 2 | 2 | 2 | yes | yes | yes |
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| 27940 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27799 | | | 5 | 3 | 3 | yes | yes | yes |
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| 28162 | | Whole call lasted for less than 30 seconds. A extraordinary turnaround time. Thanks. | 5 | 5 | 4 | yes | yes | yes |
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| 27264 | | the problem was never fixed.
web-for-students was once broke in a similar manner and i put in a ticket and OTS fixed it. i don't understand why they can't fix the new banner academics tab "add/remove classes, pay for classes" features in the same manner | 5 | 4 | 2 | no | no | yes |
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| 28119 | | | 5 | 5 | 5 | yes | yes | no |
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| 28023 | | | 5 | 5 | 5 | yes | no | no |
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| 28096 | | | 5 | 5 | 4 | yes | yes | no |
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| 28168 | | Adrian worked with me very well. After he explained it to me, I realized I had changed the wireless router, used in bridge mode, recently, and hadn't changed all the settings to disable the DHCP server. Ooops. Thanks for your help. | 5 | 5 | 5 | yes | yes | yes |
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| 28043 | | | 4 | 4 | 4 | yes | yes | yes |
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| 28208 | | I am glad the problem got resolved within 12 hours. However, it should never have happened in the first place. The security problem allows windows machines to log in to microsoft.com to get updates, but not to the various linux update servers. This sho | 4 | 4 | 4 | yes | yes | yes |
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| 28232 | | | 4 | 4 | 4 | yes | yes | yes |
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| 28071 | | | 5 | 5 | 5 | yes | yes | no |
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| 27823 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28234 | | thank you!! | 5 | 5 | 5 | yes | yes | no |
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| 28287 | | | 4 | 5 | 3 | yes | yes | yes |
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| 28186 | | | 5 | 3 | 5 | yes | yes | yes |
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| 28277 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28336 | | | 5 | 5 | 4 | yes | yes | yes |
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| 28356 | | | 5 | 5 | 5 | yes | yes | no |
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| 28350 | | | 5 | 4 | 3 | yes | no | yes |
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| 27992 | | | 5 | 5 | 3 | yes | yes | yes |
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| 28380 | | | 4 | 4 | 4 | yes | yes | yes |
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| 28313 | | I contacted the support desk by email. | 5 | 5 | 5 | yes | no | no |
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| 28242 | | | 5 | 5 | 4 | yes | yes | no |
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| 28207 | | I never tried to call the OTS office. An email was sent by me, stating my problem. In this regard I would like to point at few of the questions in your survey (Q.5 to Q.7). These questions indicate that this survey is dedicated to the people who call the | 4 | 4 | 4 | yes | yes | yes |
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| 28233 | | | 4 | 4 | 5 | no | yes | yes |
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| 28441 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28121 | | | 1 | 1 | 3 | yes | yes | yes |
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| 28432 | | Your service rocks! Everything I needed to get done was resolved in a matter of minutes. Many thanks to Mr/Mrs Bhanu K Kothuri. | 1 | 1 | 1 | yes | yes | yes |
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| 27780 | | i really appreciate the efforts put in by OTS in helping me out. all the very best and please continue the good work... | 5 | 4 | 5 | yes | no | yes |
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| 27961 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28271 | | | 5 | 5 | 5 | yes | yes | no |
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| 28180 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28142 | | I began this because I couldnt find web for students. I wanted to review my personal stuff(grades, records, accounts, etc.) I was told it was replaced with Myiit, and I'ld need an email account to access it. So, I get the account, bring up the Myiit page | 2 | 3 | 3 | yes | yes | no |
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| 28461 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28295 | | Because my problem includes username and at the time to spell the username both part me and the support member were non english speakers as mother tongue, I will suggest to instruct the support to use a comon code to spell it such as alpha for a, beta for | 5 | 5 | 5 | no | yes | yes |
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| 28005 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27839 | | | 5 | 5 | 5 | yes | yes | no |
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| 28601 | | thank you for your kindly and incident help | 5 | 5 | 5 | yes | yes | yes |
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| 28574 | | | 5 | 5 | 5 | no | yes | no |
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| 28657 | | | 4 | 4 | 4 | yes | yes | yes |
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| 28688 | | | 5 | 5 | 5 | yes | no | no |
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| 28094 | | | 3 | 4 | 4 | no | yes | yes |
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| 26292 | | | 4 | 5 | 4 | yes | yes | yes |
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| 28569 | | | 4 | 5 | 4 | yes | no | yes |
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| 28669 | | | 5 | 5 | 4 | yes | yes | no |
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| 28462 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28771 | | | 5 | 5 | 5 | yes | no | yes |
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| 28693 | | | 4 | 5 | 5 | yes | no | yes |
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| 28325 | | The Telecom guys are very good, helpful and efficient. Robin | 5 | 5 | 5 | yes | yes | no |
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| 28804 | | | 5 | 5 | 4 | yes | yes | no |
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| 28655 | | | 1 | 1 | 1 | yes | no | no |
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| 28756 | | We are still working on some aspects of the email system | 5 | 5 | 5 | no | yes | no |
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| 28788 | | | 4 | 4 | 4 | no | no | yes |
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| 28541 | | | 5 | 4 | 4 | yes | yes | yes |
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| 28724 | | | 4 | 4 | 4 | yes | yes | yes |
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| 28834 | | The Banner system is not worth the effort and the money spent. | 5 | 5 | 5 | yes | yes | yes |
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| 28950 | | Thanks, and keep up the good work. | 5 | 5 | 5 | yes | yes | yes |
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| 28929 | | | 1 | 1 | 3 | yes | yes | yes |
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| 28370 | | thanks for your prompt responses | 1 | 1 | 1 | yes | yes | yes |
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| 28885 | | The OTS support staff were very quick in responding, very patient with me.....and resolved the issue the first time around. | 1 | 1 | 1 | yes | yes | no |
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| 28705 | | IF are no funds , please beg have fund raiser for this purposes. | 1 | 2 | 1 | no | no | no |
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| 29063 | | well done | 5 | 5 | 4 | yes | yes | yes |
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| 28444 | | | 1 | 5 | 5 | yes | yes | yes |
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| 29018 | | The reason that it was not resolved on the first call was due security reason. They wanted to make sure that I was authorized. I was very pleased with the service and immediate action in resolving at the issue
| 5 | 5 | 5 | no | no | no |
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| 29137 | | | 5 | 5 | 5 | yes | yes | yes |
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| 29197 | | I didn't call, so I said "no" for question 5. | 5 | 5 | 5 | yes | no | yes |
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| 28526 | | | 4 | 5 | 4 | no | yes | no |
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| 28963 | | | 5 | 5 | 5 | yes | yes | no |
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| 29127 | | Nobody tested the email to make sure that the solution provided worked. | 2 | 5 | 5 | no | yes | no |
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| 29196 | | | 5 | 5 | 5 | no | yes | no |
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| 29328 | | | 5 | 5 | 5 | yes | yes | yes |
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| 28862 | | They are really good. | 5 | 5 | 5 | yes | no | no |
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| 29247 | | | 4 | 4 | 4 | yes | yes | yes |
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| 29245 | | Thank you for the detailed email you sent for the clarification!!! | 4 | 5 | 4 | yes | no | no |
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| 28643 | | | 5 | 5 | 5 | yes | yes | yes |
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| 29506 | | | 5 | 5 | 5 | yes | yes | yes |
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| 27730 | | My myiit account is always not OK. It always said my psw is wrong. | 5 | 1 | 1 | yes | yes | yes |
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| 29512 | | | 4 | 5 | 5 | yes | no | no |
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| 26631 | | | 4 | 4 | 5 | no | yes | yes |
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| 29097 | | The staff was very quick to reply and to resolve the request.
Thank you. | 5 | 5 | 5 | yes | yes | no |
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| 28933 | | I did not call OTS initially, hence my reply of 'no' in question 5. However, I did get a very quick response through the online support site.
Thank you | 4 | 5 | 5 | yes | no | yes |
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| 29287 | | Jonathan is a life saver and always gets me right back on track!!
Thanks! | 5 | 5 | 5 | yes | yes | yes |
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| 29173 | | | 4 | 4 | 4 | yes | no | yes |
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| 29609 | | Jessie took my information and entered a ticket, and then Juan followed up very quickly. Thanks! | 5 | 5 | 4 | no | yes | no |
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| 29444 | | | 4 | 4 | 4 | no | yes | yes |
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| 29589 | | | 3 | 3 | 3 | yes | yes | yes |
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| 28994 | | | 5 | 5 | 5 | yes | yes | yes |
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| 29696 | | super response time!!!!!
keep it up!!!!! | 5 | 5 | 5 | yes | yes | yes |
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| 29370 | | One concern is that there seems to be some confusion about who should respond to a task. In matter of minutes I received 3 phones calls and two emails from seperate individuals offering to help me with my issue. I definitely appreciated the assistance, | 5 | 5 | 4 | no | yes | yes |
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| 29758 | | | 5 | 5 | 5 | yes | yes | no |
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| 29757 | | | 5 | 5 | 5 | yes | yes | yes |
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| 29523 | | | 5 | 5 | 5 | yes | yes | yes |
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| 29695 | | | 5 | 5 | 3 | yes | yes | no |
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| 29700 | | | 1 | 1 | 1 | yes | yes | yes |
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| 29477 | | it was very fast and very efficient help thank you | 5 | 5 | 5 | yes | yes | yes |
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| 29543 | | | 5 | 5 | 5 | yes | yes | no |
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| 29933 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30012 | | Very quick response... | 5 | 5 | 5 | yes | yes | yes |
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| 29965 | | Thank you so very much | 5 | 5 | 5 | yes | yes | yes |
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| 29804 | | | 5 | 5 | 3 | no | no | yes |
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| 29891 | | I wish all my computer issues were this easily resolved. | 4 | 4 | 4 | no | yes | no |
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| 30135 | | | 3 | 4 | 3 | yes | yes | yes |
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| 29847 | | | 5 | 5 | 5 | yes | no | no |
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| 29930 | | | 5 | 5 | 5 | yes | no | no |
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| 30185 | | | 5 | 5 | 5 | yes | yes | yes |
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| 29042 | | | 4 | 4 | 4 | yes | yes | yes |
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| 29401 | | Good job !! | 4 | 5 | 4 | yes | yes | no |
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| 30054 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30157 | | All requests were performed in sufficent time. | 4 | 4 | 3 | yes | yes | no |
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| 29727 | | | 4 | 5 | 5 | yes | yes | yes |
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| 29720 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30200 | | | 4 | 4 | 3 | yes | yes | no |
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| 30381 | | | 4 | 5 | 4 | yes | yes | yes |
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| 30428 | | | 1 | 1 | 1 | yes | yes | yes |
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| 30284 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30214 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30315 | | Very efficient and helpful. | 5 | 4 | 5 | yes | yes | yes |
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| 30384 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30483 | | | 4 | 3 | 3 | no | yes | no |
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| 30456 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30386 | | | 1 | 1 | 1 | yes | yes | yes |
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| 30193 | | I had very quick response from the OTS, virtually real time. My problem was more of an administrative than an IT issue. Nevertheless, Matt Abhay was very professional, and escalated the issue to the registrar, where I even received email after 2300 on Th | 5 | 5 | 5 | yes | yes | yes |
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| 30610 | | The rep I spoke with was very efficient. My only disatisfaction was having to call 3 or 4 times before I got through to someone (I left a message the first time, about an hour before I spoke to the rep, and noone called back). | 4 | 5 | 5 | no | no | yes |
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| 30596 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30300 | | | 5 | 5 | 5 | no | no | no |
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| 29633 | | | 3 | 5 | 4 | yes | yes | yes |
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| 30645 | | | 5 | 5 | 5 | yes | yes | no |
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| 29704 | | Keep up the good work. | 3 | 4 | 4 | yes | yes | no |
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| 27421 | | | 4 | 4 | 4 | yes | no | yes |
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| 30698 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30583 | | | 1 | 1 | 1 | no | yes | yes |
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| 30523 | | I emailed and also called several times during the evening to resolve the problem. I was repeatedly told to change my password when the problem appeared to be more serious. With each password change I was able to login and before I changed the password | 1 | 3 | 1 | no | no | yes |
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| 30411 | | | 5 | 5 | 3 | yes | yes | yes |
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| 30659 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30162 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30560 | | | 1 | 1 | 1 | yes | yes | yes |
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| 30782 | | | 4 | 4 | 4 | yes | yes | yes |
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| 30174 | | | 3 | 3 | 3 | yes | yes | yes |
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| 30876 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30791 | | Good job! Problem was resolved very quickly. | 5 | 5 | 5 | yes | yes | yes |
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| 30852 | | | 5 | 5 | 5 | yes | no | no |
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| 30614 | | I am very happy with the speed of the response. I have static problems with my phone. The technician showed up with an extra handset, an extra phones and others. It turned out to be the phone. So instead of comming back to the office to get the right stuf | 5 | 5 | 5 | yes | no | yes |
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| 30706 | | The requested information was accurate and I was able to use it as soon as I had it. I now have discovered an additional issue with IIT online, but I'll report that separately. | 4 | 4 | 4 | yes | yes | yes |
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| 30536 | | | 2 | 3 | 3 | no | yes | yes |
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| 29424 | | Thank you. | 3 | 5 | 5 | yes | yes | yes |
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| 30854 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30784 | | | 4 | 4 | 4 | no | yes | yes |
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| 30504 | | | 5 | 4 | 4 | no | yes | yes |
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| 30692 | | No phone call was placed, I requested a free email account via the link on the Alumni page | 5 | 3 | 3 | yes | yes | yes |
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| 30278 | | | 5 | 5 | 5 | no | yes | yes |
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| 30938 | | | 5 | 5 | 5 | no | no | yes |
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| 30488 | | | 4 | 4 | 5 | yes | no | no |
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| 31051 | | Although the real sesult is a little different from what the representative said, it really works. Anyway, good job and thank you. | 5 | 5 | 4 | yes | yes | no |
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| 30917 | | | 1 | 3 | 3 | yes | yes | no |
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| 30884 | | Great and quick response! Thanks. | 1 | 1 | 1 | yes | yes | yes |
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| 30939 | | | 5 | 5 | 4 | yes | yes | yes |
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| 30959 | | | 5 | 3 | 3 | yes | yes | yes |
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| 31087 | | | 5 | 5 | 5 | yes | yes | no |
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| 29825 | | I have always had quick and excellent dealings with the OTS support system. | 5 | 5 | 5 | yes | yes | yes |
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| 30460 | | | 5 | 5 | 5 | yes | yes | yes |
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| 30922 | | | 5 | 5 | 5 | yes | no | yes |
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| 30923 | | I am still not able to project a full size image on the screen for my powerpoint from my laptop as I have been able to do using this laptop for the past four semesters in various other similar classrooms. | 5 | 5 | 2 | no | yes | no |
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| 31154 | | | 5 | 5 | 5 | yes | no | no |
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| 31326 | | | 1 | 1 | 1 | yes | yes | no |
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| 31117 | | | 1 | 1 | 1 | yes | yes | yes |
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| 31242 | | | 5 | 5 | 5 | yes | yes | no |
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| 31162 | | I have relied on the service of OTS through the BANNER implementation, etc. I ahve recieved AMAZING customer ervice! | 5 | 5 | 5 | yes | yes | yes |
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| 31453 | | | 5 | 5 | 4 | yes | yes | yes |
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| 31065 | | Excellent and timely service! | 1 | 1 | 1 | yes | yes | no |
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| 31309 | | | 5 | 5 | 5 | yes | yes | yes |
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| 31480 | | | 5 | 5 | 5 | yes | yes | yes |
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| 31263 | | I responded noting that the proposed solution would not work for my case and they replied to that with the same solution! Therefore, I got nowhere with my issue. | 4 | 4 | 2 | no | yes | yes |
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| 31462 | | Mailbox crashed eh? Upon hearing that I really expected the contents therein to have been toast. I was delighted to see that there was any content!
Thanks again. | 5 | 5 | 5 | yes | yes | yes |
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| 30538 | | | 1 | 4 | 5 | no | yes | no |
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| 31272 | | | 5 | 5 | 5 | no | no | yes |
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| 30757 | | | 4 | 4 | 4 | yes | no | yes |
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| 31556 | | Great job! The incident was reported overnight and resolved before 9:00 the next morning. The response was thorough and well typed. | 5 | 5 | 5 | yes | yes | yes |
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| 31600 | | | 5 | 5 | 5 | yes | no | yes |
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| 31009 | | | 3 | 5 | 5 | yes | yes | yes |
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| 31547 | | I went to the OTS at SB, and the Help desk can't give me any help, and told me to connect with the supportdesk@iit.edu.
In my opinion, there should be somebody in the college could solve the problem immediately.
| 2 | 4 | 3 | no | yes | yes |
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| 31604 | | | 4 | 4 | 5 | yes | yes | no |
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| 31392 | | I still am unable to get into myIIT and my webmail sites because I am obviously using the wrong password and/or user name though I followed the online instructions.
The phone help I received was frustrating since the IT fellow would change my password, | 2 | 4 | 3 | no | no | yes |
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| 31358 | | | 4 | 4 | 4 | no | yes | no |
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| 31616 | | Some of the questions on this survey are not appropriate for
a purely online issue.
Thank you, nonetheless.
Pierrick | 4 | 3 | 3 | yes | yes | yes |
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| 31630 | | prompt informitave help | 5 | 5 | 5 | yes | yes | yes |
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| 30815 | | | 5 | 5 | 5 | yes | yes | no |
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| 31339 | | | 4 | 5 | 4 | yes | no | no |
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| 30253 | | Everthing is ok,every professional is great.but,when the issue had happened,I told the teacher at orientation technical class,and Hilary.waiting waiting asking asking ,at last,after I had missed some information from my professor, I went to your office a | 2 | 5 | 5 | no | no | yes |
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| 30531 | | | 4 | 4 | 4 | yes | yes | yes |
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| 31689 | | I wish all tech help was like this! | 5 | 5 | 5 | yes | yes | yes |
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| 31724 | | | 5 | 5 | 4 | yes | yes | no |
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| 31782 | | This survey could use some improvement in the wording of the questions. One of them is ambiguous (#4) and two others (#5, #6) do not even apply to people who, like me, submitted tickets via the online system. So, you are probably getting a bunch of respon | 4 | 5 | 5 | yes | yes | yes |
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| 31687 | | | 5 | 5 | 5 | yes | yes | yes |
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| 31232 | | | 5 | 5 | 4 | yes | yes | yes |
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| 31728 | | | 1 | 1 | 1 | yes | yes | yes |
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| 31952 | | | 4 | 5 | 5 | yes | yes | no |
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| 31204 | | | 5 | 5 | 5 | no | yes | yes |
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| 31812 | | | 5 | 5 | 5 | yes | yes | yes |
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| 32013 | | keep up the good work | 5 | 5 | 5 | yes | yes | yes |
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| 31664 | | | 3 | 4 | 3 | yes | no | no |
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| 32032 | | | 2 | 2 | 3 | no | yes | yes |
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| 32057 | | | 5 | 5 | 5 | yes | yes | yes |
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| 31884 | | | 5 | 5 | 5 | yes | yes | no |
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| 31694 | | | 5 | 5 | 4 | no | yes | yes |
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| 32158 | | | 5 | 4 | 3 | yes | yes | yes |
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| 32146 | | | 5 | 5 | 3 | yes | yes | yes |
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| 32195 | | I am ok, got what I wanted. | 4 | 5 | 5 | no | no | yes |
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| 31344 | | Thanks for the great work. | 5 | 5 | 5 | yes | yes | yes |
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| 32377 | | | 5 | 5 | 5 | yes | yes | no |
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| 31766 | | | 5 | 5 | 5 | yes | yes | no |
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| 32418 | | | 5 | 5 | 5 | yes | yes | yes |
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| 32422 | | | 5 | 5 | 5 | yes | yes | yes |
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| 32350 | | | 4 | 5 | 3 | yes | yes | yes |
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| 31527 | | | 4 | 5 | 5 | yes | yes | no |
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| 32463 | | Since Fall, service has improved. John Strickland is a terrific addition to OTS. | 5 | 5 | 5 | yes | yes | no |
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| 32230 | | | 4 | 3 | 4 | yes | yes | yes |
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| 32227 | | STILL unresolved - I am unable to submit assignments because my URL is a forbidden access site, and my site only even exists after your office changed my password twice. the first one did not work. | 1 | 3 | 2 | no | no | no |
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| 32543 | | Received an email response which said the problem was fully resolved when it was not. Had to call in, but the representative quickly fixed the problem.
Response time was great. | 4 | 4 | 4 | no | yes | yes |
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| 32447 | | | 4 | 4 | 3 | no | no | no |
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| 32577 | | | 5 | 5 | 5 | yes | yes | no |
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| 32406 | | | 5 | 5 | 5 | no | yes | yes |
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| 32654 | | Very quick and professional. | 5 | 5 | 5 | yes | yes | yes |
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| 32642 | | | 4 | 4 | 4 | yes | yes | yes |
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| 31417 | | | 5 | 5 | 5 | no | yes | no |
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| 32753 | | | 4 | 4 | 4 | yes | yes | yes |
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| 32687 | | | 5 | 5 | 5 | no | yes | yes |
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| 32551 | | | 5 | 5 | 5 | yes | yes | no |
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| 32378 | | To question 6 I did not use FAQs because the issue was not for one single end-user. | 4 | 4 | 3 | yes | yes | no |
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| 32837 | | | 4 | 3 | 4 | yes | yes | yes |
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| 32850 | | Great to have good support mid-day on Sunday, because that is when I needed the help | 5 | 5 | 5 | yes | yes | yes |
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| 32501 | | John Strickland determined that my computer was still covered by a support contract and obtained the part needed by overnight delivery at Dell expense. I sent an e-mail to OTS because I was so thrilled with the service I received. | 5 | 5 | 5 | no | yes | no |
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| 32883 | | | 4 | 4 | 4 | yes | yes | no |
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| 32917 | | | 5 | 5 | 5 | yes | yes | yes |
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| 32786 | | | 4 | 3 | 4 | yes | yes | yes |
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| 32852 | | Thank you for your quick response time on a Sunday afternoon, very much appreciated! | 5 | 5 | 5 | yes | yes | no |
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| 32469 | | My issue is still unresolved. It seems as though I've been conveniently "overlooked". The answer that I received from the Support Desk representative was a downright lie and when I inquired about where else I might be able to go for help, I was ignored. | 1 | 2 | 1 | no | no | no |
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| 32145 | | | 2 | 4 | 5 | no | no | yes |
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| 32751 | | The response that I received failed to answer my question. I have reopened the ticket. | 1 | 3 | 2 | no | yes | no |
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| 32915 | | | 5 | 5 | 5 | no | yes | yes |
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| 33016 | | a more experienced guy in internet connection needed to quickly help students
More trouble solving on support website to be posted especially in on-campus internet connection | 4 | 4 | 3 | no | yes | yes |
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| 32996 | | | 4 | 5 | 5 | yes | yes | no |
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| 33112 | | | 4 | 4 | 4 | yes | yes | yes |
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| 33099 | | | 5 | 5 | 4 | yes | yes | no |
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| 33169 | | | 1 | 1 | 1 | yes | yes | yes |
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| 29787 | | Not fair, since my question involved issues beyond the purview of OTS. My problem was resolved in the end - | 4 | 4 | 4 | no | yes | no |
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| 33091 | | | 5 | 5 | 4 | yes | no | no |
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| 33142 | | | 5 | 5 | 5 | yes | no | yes |
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| 32131 | | | 4 | 3 | 3 | no | yes | yes |
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| 33121 | | They were great. They found the equipment that I needed at the last minute and then told me how to do the paper work.
Thanks, Robin | 5 | 5 | 3 | yes | yes | no |
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| 32219 | | | 2 | 2 | 2 | no | no | yes |
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| 33285 | | | 5 | 4 | 4 | yes | yes | yes |
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| 33300 | | very quicky and thanks a lot | 5 | 5 | 5 | yes | no | yes |
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| 33444 | | Minor dissatisfaction probably due to the support desk member not wanting to spend a few more seconds to say: "thanks we got it" or some such in the form. I fully realize this may seem petty, but when someone gives a heads up on a security flaw (e.g. a ph | 4 | 3 | 3 | no | yes | yes |
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| 33048 | | | 5 | 5 | 4 | no | yes | yes |
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| 33008 | | I appreciate Mike trying for multiple days to get this issue resolved. | 5 | 5 | 5 | yes | yes | no |
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| 33499 | | | 5 | 5 | 5 | yes | no | yes |
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| 33316 | | | 4 | 4 | 4 | yes | yes | yes |
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| 33330 | | | 1 | 1 | 3 | yes | yes | no |
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| 33360 | | | 4 | 5 | 5 | yes | yes | no |
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| 33506 | | Thanks! | 1 | 1 | 1 | yes | yes | no |
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| 33599 | | | 4 | 4 | 4 | no | yes | no |
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| 33519 | | Thank you. | 1 | 1 | 1 | yes | yes | yes |
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| 33674 | | | 5 | 5 | 5 | yes | yes | yes |
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| 33280 | | | 3 | 4 | 4 | no | yes | no |
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| 33739 | | | 5 | 5 | 5 | yes | yes | yes |
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| 33783 | | | 1 | 1 | 1 | yes | yes | no |
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| 33805 | | I would be more satisfied but I have to wait until I get home before I can see if they are right. | 4 | 5 | 5 | no | yes | yes |
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| 33808 | | | 5 | 5 | 5 | yes | yes | no |
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| 33083 | | | 5 | 4 | 5 | yes | yes | no |
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| 33446 | | Appreciate the commitment to carefully document troubleshooting problems using the incident system, and to provide high quality support. | 5 | 5 | 5 | yes | yes | no |
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| 33871 | | prompt assistance. | 5 | 5 | 5 | yes | yes | no |
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| 33842 | | | 5 | 4 | 4 | yes | yes | yes |
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| 32039 | | I had to email three times to get the information and it took the person 1 week after my third attempt to send me an email to say "no". | 1 | 3 | 4 | no | yes | yes |
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| 33372 | | | 4 | 5 | 5 | yes | yes | no |
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| 33872 | | My wii still does not have internet connected. | 1 | 3 | 3 | no | no | yes |
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| 33500 | | | 5 | 5 | 5 | yes | yes | no |
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| 33919 | | Fast, efficient and really professional! This is the best system for web updating that we've ever experienced. Thanks, NCFST Staff | 5 | 5 | 5 | yes | no | yes |
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| 34011 | | | 3 | 3 | 3 | yes | yes | yes |
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| 33809 | | The information provided to me should be of interest to most faculty. I may be helpful to provide a link to it in
the faculty page on Banner. | 5 | 5 | 5 | yes | yes | yes |
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| 33988 | | | 5 | 5 | 5 | yes | yes | no |
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| 33961 | | | 5 | 5 | 5 | yes | yes | yes |
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| 34122 | | very fast response, which is much appreciated when a staff/facutly is breathing fire.
kathryn | 5 | 5 | 5 | yes | yes | no |
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| 34107 | | | 5 | 5 | 4 | yes | yes | no |
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| 33895 | | Called about a time sheet issue on Friday, and did not hear anything back until Wednesday. Although I would have liked to have seen it solved sooner, it seems as though once they got to my request, it did not take long and was fixed efficiently. | 2 | 4 | 3 | yes | no | no |
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| 33957 | | The OTS staff is great - keep up the good work... Laura Batson | 5 | 5 | 5 | yes | yes | no |
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| 34087 | | | 3 | 3 | 3 | yes | yes | yes |
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| 34076 | | Great job! Thank you again for everything! | 5 | 5 | 5 | yes | yes | yes |
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| 33822 | | This student worker (Adam) was very knowledgable and not only installed the software update I needed, but also cleared up a very longstanding problem I had had with space on my computer. Thanks for a good experience. | 5 | 5 | 5 | yes | yes | no |
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| 34109 | | Very fast response time. Thoroughly impressed. | 5 | 5 | 5 | yes | yes | no |
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| 34200 | | | 4 | 4 | 3 | yes | no | yes |
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| 34142 | | | 5 | 5 | 5 | yes | no | no |
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| 34253 | | I'm impressed that I received such a fast response on a Sunday of all days! | 5 | 5 | 5 | yes | yes | no |
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| 34368 | | | 5 | 5 | 5 | yes | yes | yes |
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| 34380 | | Question #5 of this survey does not make any sense for those of us who did not use the phone at all. You should reword it to include reps' replies via email, or create a "not applicable" option.
"Did the Support Desk representative provide his/her name | 5 | 5 | 5 | yes | yes | yes |
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| 33286 | | It took 3 weeks to get my name into the phone book. I feel like my support ticket was being passed around from person to person with no one who could get my name in there. | 1 | 3 | 2 | yes | yes | yes |
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| 34424 | | | 5 | 5 | 5 | yes | yes | no |
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| 32789 | | Thank you so much for all your help! That Friday was the last day to approve all ITV's that needed to reach payroll for payday the following week.
Your prompt attention was very much appreciated. I didn't miss any time while getting Banner access agai | 5 | 5 | 5 | yes | yes | no |
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| 34520 | | Thank you for your quick response and courteous assistance. | 5 | 5 | 5 | no | yes | no |
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| 34499 | | The issue seems to be resolved but we will not know the results for two of the three students in question until next pay period. | 4 | 4 | 4 | yes | yes | no |
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| 34656 | | It was my first time requesting assistance through email, but I was very excited to get such a quick answer. In addition when I called for further information, the assistant was extremely patient and understanding. Thank you! | 5 | 5 | 5 | no | yes | yes |
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| 34616 | | | 1 | 1 | 1 | yes | yes | yes |
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| 34707 | | | 5 | 5 | 5 | no | yes | yes |
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| 34717 | | | 5 | 5 | 5 | yes | yes | yes |
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| 34790 | | | 5 | 5 | 5 | yes | yes | no |
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| 34773 | | | 5 | 5 | 5 | yes | yes | no |
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| 34680 | | | 5 | 5 | 5 | yes | yes | yes |
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| 33920 | | | 5 | 5 | 5 | no | no | no |
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| 34666 | | | 5 | 5 | 4 | yes | yes | yes |
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| 34899 | | it is very quick action to correct the problem , thank you | 5 | 5 | 5 | yes | yes | yes |
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| 34901 | |
thanks for the backup and assisting me find the right person to talk to.
| 4 | 4 | 4 | no | yes | no |
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| 34953 | | This was all done via e-mail and it worked well. | 5 | 5 | 5 | yes | no | yes |
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| 34813 | | It was an issue with telecommunications, but there was not much they culd do. Somebody from another office evidently gave a lot of people my number as theirs. | 3 | 3 | 3 | no | yes | no |
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| 35084 | | | 5 | 5 | 5 | yes | yes | yes |
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| 35114 | | | 5 | 5 | 5 | yes | no | no |
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| 34912 | | | 5 | 5 | 5 | yes | yes | yes |
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| 35162 | | | 5 | 5 | 3 | yes | yes | yes |
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| 35185 | | this is the first class i have taken thru your institution. i have had to contact the help desk several times for the same issue. if this continues, it will deter me from taking more classes. it is more difficult to view a lecture because i am not in t | 3 | 4 | 4 | no | yes | yes |
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| 35127 | | OTS desk person was very helpful....and patient with me!
Thanks, bcg. | 5 | 5 | 5 | yes | yes | yes |
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| 35199 | | | 5 | 5 | 5 | yes | no | yes |
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| 35213 | | | 5 | 5 | 5 | yes | yes | yes |
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| 35212 | | | 5 | 5 | 4 | no | yes | yes |
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| 35226 | | Adam Eberlin is my hero. | 5 | 5 | 5 | yes | yes | no |
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| 35167 | | Thank you very much for your speedy and very good service
Chuck did a very nice job for me. Thank you a million
for always being there for me.
cookie CS Dept. 7-5151
| 1 | 1 | 1 | yes | yes | yes |
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| 35293 | | | 5 | 4 | 4 | yes | yes | yes |
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| 35317 | | Johnathen was amazingly quick to diagnose and remedy the problem | 5 | 5 | 5 | yes | yes | no |
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| 35029 | | Did not receive a response to my initial email, perhaps I was not clear initially; but when I called to check on it, Abhijeet was very helpful and got the issue resolved quickly. | 5 | 5 | 5 | no | yes | yes |
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| 35360 | | | 5 | 5 | 5 | yes | yes | no |
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| 35111 | | | 5 | 4 | 4 | yes | yes | yes |
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| 35390 | | | 1 | 1 | 1 | yes | yes | yes |
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| 35393 | | I did not call first, I simply used the online service. This service was able to resolve my issue in a matter of an hour. Very impressed... | 5 | 5 | 5 | yes | no | yes |
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| 35142 | | | 5 | 5 | 5 | yes | yes | yes |
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| 35160 | | | 4 | 4 | 4 | yes | yes | yes |
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| 35382 | | Not everyone understands technical lingo and if a person does they can probably fix their own problems. I did not understand what my problem was because they would not make it simple and clear for me. Their knowledge is not useful if I cannot understand | 2 | 3 | 3 | no | no | no |
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| 35328 | | | 5 | 5 | 5 | yes | yes | yes |
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| 34948 | | Had two incidents with malfunctioning PCs and OTS tech staff assigned to the tickets did a great job. Both problems were sufficiently complicated, requiring more than one visit to fix, but the techs persevered and fixed the PCs in good time. Very much a | 5 | 5 | 5 | no | yes | yes |
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| 35494 | | | 5 | 5 | 4 | yes | yes | no |
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| 35526 | | | 2 | 3 | 2 | yes | yes | no |
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| 32104 | | | 4 | 5 | 4 | yes | yes | no |
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| 35602 | | I asked that an errant hold be removed from my registration page. Apparently now the entire academic page has been removed from my site because all the pages are blank. It should not be this hard to register. | 1 | 1 | 2 | no | yes | no |
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| 35513 | | | 5 | 5 | 5 | yes | yes | yes |
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| 35102 | | | 2 | 2 | 1 | no | yes | no |
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| 35622 | | Great Service and Helpful People! | 5 | 5 | 5 | no | yes | yes |
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| 35524 | | | 4 | 4 | 4 | yes | yes | yes |
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| 35654 | | Request was handled promptly and appreciated. | 5 | 5 | 5 | yes | yes | yes |
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| 34966 | | | 4 | 5 | 4 | no | yes | no |
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| 35325 | | Mr. Jonathan Christian was extremely courteous, well qualified and to the point in solving my computer problems. He was able to recover all the files in the damaged hard disk of my computer. I am very satisfied and gratefull to him for his work beyond his | 5 | 5 | 5 | yes | yes | no |
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| 35715 | | Second time since saturday with no solution to my problem | 1 | 1 | 1 | no | no | yes |
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| 35438 | | | 5 | 5 | 5 | yes | yes | yes |
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| 35339 | | | 5 | 5 | 5 | yes | yes | yes |