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Arcata’s RF&ESS Service Desk Makes Help Desk Institute Customer Satisfaction Elite 50!

Arcata's RF&ESS Service Desk Analysts (left to right):  Ray New, Jesse Zamarripa, Liz Higgins, Sonja Belcher

Arcata's RF&ESS Service Desk Analysts (left to right):  Ray New, Jesse Zamarripa, Liz Higgins, Sonja Belcher

On March 18, 2013, Arcata's Research Facilities and Engineering Support Services (RF&ESS) Service Desk at NASA Dryden Flight Research Center made the Help Desk Institute (HDI) Customer Satisfaction (CSAT) Elite 50, a ranking that recognizes outstanding technical service and support centers across the country.  Arcata was recognized for this achievement at the HDI Annual Conference & Expo on April 16-19, 2013 in Las Vegas, Nevada.

According to the HDI, there are over 800 support centers using HDI's CSI service. Based on data collected over a twelve-month period, participating technical service and support centers are identified as leaders in the industry. The fifty support centers with the highest scores become members of the HDI CSAT Elite 50.  Support teams can qualify each year as long as they have received a minimum of five hundred survey responses over a six month period.  The survey asks for a score (1 – 5) on five different criteria; courtesy, knowledge, timeliness, quality and overall.

Arcata's RF&ESS Service Desk started using HDI CSI in 2007. In a typical year, the Service Desk receives approximately 7,800 calls and opens 12,700 trouble tickets.  The tickets may be opened with a phone call, online or by sending an email.

The most rewarding feedback comes directly from the team's customers.  These comments sum up their performance in a nutshell:  "I have nothing but good things to say about the help desk!!  Always there for me when I need them….this group is awesome."