Metrics Description: How This Result Was Calculated

Metric: Percentage of Surveys Answered out of Surveys Sent

Description: This measurement calculates the percentage of surveys related to closed service requests that were answered out of the total number of service requests that were closed within the given period.

Unit: Percentage (Value 0 through 1)

Prerequisite for a valid measurement: Please validate that the assumptions below are confirmed in your SysAid installation. If not, use the filter builder to align your local calculation to the measurement assumptions.

Measurement assumptions:

All service requests represent incidents.

For this measurement, an incident qualifies as an unplanned interruption to an IT service or a reduction in the quality of an IT service.

Period: The note under the Worldwide Distribution Chart in your local installation will indicate which period of time has been calculated

Closed service requests: All incidents that have been closed during a specific period of time. The field used for this purpose is “Closed Time” which is populated as soon as an incident moves to a status of the closed class. For more detailed information, see Settings under Preferences –> Customize –> Customized Lists –> Status.

Surveys Sent: SysAid can send a quick survey for each service request once it is closed. The survey is sent by email to the requesting user who follows a link to answer the survey.

Surveys Answered: All closed service requests that have survey answers. For more information, see Settings under Preferences –> Helpdesk Settings –> General Settings.

Measurement calculation:

Percentage: Closed service requests with answered surveys/total service requests closed
Sample values: 0.04, 0.07, 0.20

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