SHSU Online is built upon exceptional courses, tremendous support services, and our continued partnership with faculty at every level.
Each week, we survey faculty and students who have interacted with our support desk, as well as faculty who have attended any SHSU Online faculty development session.
The survey results for our Spring and Summer 2016 semesters have underscored the value of the services we provide to SHSU faculty and students.
Faculty Development Session Evaluations Spring & Summer 2016
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100% of respondents felt that the development session information was relevant for instructional use. · 80% Strongly Agreed · 20% Agreed |
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100% of respondents felt that the development session materials were discussed at the appropriate pace. · 69% Strongly Agreed · 31% Agreed
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100% of respondents felt that the development session provided practical information that they could use in their courses. · 80% Strongly Agreed · 20% Agreed |
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100% of respondents felt that the goals and objectives of the session were accomplished · 76% Strongly Agreed · 24% Agreed |
(Open Feedback) What respondents liked most about the sessions.
“The sessions were extremely helpful. I feel much more confident about teaching online after taking the sessions. I thought the articles and links to best practices were very helpful. Also, the information about using the gradebook, discussion forums, and giving quizzes was helpful.”
“I liked that I could practice building my online course. I plan to model my course from what I learned here.”
“Honestly, everything! I came to the session curious to see if, maybe, possibly, I could use this in either my face-to-face or online courses, and left very confident that I definitely WILL use it. What a cool tool! SHSU Online did a fantastic job with the training, too! Thanks!”
The SHSU Online Support Desk: Technical Support, Redefined
The SHSU Online Support Desk is committed to serving as the primary means of support for SHSU faculty, students, and staff, as well as the many academic partners utilizing Blackboard through Continuing Education. We operate on extended hours, Monday through Saturday, from 7 a.m. until Midnight, with support provided over telephone, email, and chat. We are also moving towards a 24/5 model with continuous, 24-hour service, five days a week, plus extended weekend hours.
To stay connected with how we’re doing, we issue customer surveys every week. This helps us measure satisfaction ratings on customer service, adequate explanation of issues, response time, and hours of operation. Every comment and rating received through the surveys is carefully reviewed and discussed, and relevant changes and improvements are made to our operations in an effort to maintain continuous improvement. Your feedback is important to us! Our team is committed to improving your experience!
Support Desk Satisfaction Survey Results for Spring & Summer 2016
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90% of respondents felt satisfied with the quality of customer service from the SHSU Online Support Desk. · 85% Very Satisfied · 5% Satisfied |
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92% of respondents felt satisfied with the response time from the SHSU Online Support Desk. · 86% Very Satisfied · 6% Satisfied
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86% of respondents felt satisfied with an adequate explanation of their resolution when contacting the SHSU Online Support Desk. · 81% Very Satisfied · 5% Satisfied |
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93% of respondents felt satisfied with the current hours of operation of the SHSU Online Support Desk. · 88% Very Satisfied · 5% Satisfied |
(Open Feedback) What respondents liked most about contacting the SHSU Online Support Desk.
“I have been teaching online courses for the past few years and I am genuinely happy with the online support I have received so far regarding the quality of the services. So thank you all for your diligent work to make SHSU Online great!!!!”
“I am currently deployed to Germany and was able to contact a technician within minutes of me requesting a chat. The technician aided me in fixing the problem so fast that I did not miss anything in my lecture. Thanks for all you do, and keep it up.”
“You all are doing a wonderful job supporting faculty and students nearly around the clock! I want to commend your team for their skillful and professional handling of my questions and requests!”
“Thank you so much for being there when I need you!!”
For further information about these results or questions about how SHSU Online can assist you, please contact the SHSU Online Support Desk at (936) 294-2780.
Sincerely,
Jacob Spradlin M.Ed.
Associate Director for Instructional Technology Support Services
Daniel Walker M.A.
Support Desk Manager