Every year, the Federal Office of Informatics and Telecommunications (FOIT) takes the pulse of its customers, that is to say employees of the federal administration. The office has just published the results of its latest customer satisfaction survey. This was done in August and September of last year. It shows that users have never been so satisfied with the services of the FOITT. The user satisfaction index reached a value of 4.98 on a scale of 6 (+0.08 point compared to the survey published last year).
Skype for Business considered too restrictive
The satisfaction survey shows that users give the FOITT slightly better marks than last year in almost all areas. The three categories “Onsite Support”, “Smartphone” and “Fixed network” each obtain the best marks (5.15) and are also the ones that have progressed the most. Only the assessment of Skype for Business has dropped since the previous edition, reaching a score of 4.65. “Skype for Business is a good telephony solution, but it is too restrictive as an online meeting tool”, cites the FOITT as an example of user feedback.
IT specialists a little less satisfied
The overall assessment of IT specialists is a little less flattering for the FOITT (rating of 4.61, -0.1 compared to last year). The positive trend of recent years has therefore slowed slightly, writes the FOITT. Who adds that IT specialists mainly criticize the too passive nature of information with regard to changes in skills or new processes.
The OFIT stresses that it has faced extraordinary challenges over the past two years, due to the pandemic. Knowing that the employees of the FOITT had to face major challenges and an above-average workload, the positive reactions of the customers are all the more gratifying. However, we are not going to rest on our laurels: the criticisms and suggestions for improvement made by customers have been analyzed in depth so that we can adapt our services even better to the needs of the customers”, comments the director of the office Dirk Lindemann.