MAISD Technology Feedback SurveyTechnical Support Customer Feedback

We are pleased to provide your technology support services as a partner in education.
Your survey responses provide valuable feedback as we strive to continually improve our services.
Please contact me any time with any additional questions or concerns.

Best Regards,
Tom Staten
Montcalm Area Intermediate School District
Technology Director
616-225-6128
tstaten@maisd.com

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* 1. Select your district. If you work or provide services in multiple districts please select all that apply.

Carson City - Crystal Area Schools

Central Montcalm Public Schools

Greenville Public Schools

Lakeview Community Schools

Montabella Community Schools

Tri County Area Schools

Vestaburg Community School

Montcalm Area ISD

Other (please specify)

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* 2. Support Tickets: MAISD uses an online ticket system to manage technology assistance requests. Please rate your experience with the ticketing system.

	Very Good	Good	Average	Poor	Very Poor
Easy to access	Easy to access Very Good	Easy to access Good	Easy to access Average	Easy to access Poor	Easy to access Very Poor
Easy to use	Easy to use Very Good	Easy to use Good	Easy to use Average	Easy to use Poor	Easy to use Very Poor
I receive status updates consistently	I receive status updates consistently Very Good	I receive status updates consistently Good	I receive status updates consistently Average	I receive status updates consistently Poor	I receive status updates consistently Very Poor

How can we improve our ticketing system?

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* 3. The technology support process:

	Very Good	Good	Average	Poor	Very Poor
Staff respond in a timely manner	Staff respond in a timely manner Very Good	Staff respond in a timely manner Good	Staff respond in a timely manner Average	Staff respond in a timely manner Poor	Staff respond in a timely manner Very Poor
Staff communicate and provide status updates	Staff communicate and provide status updates Very Good	Staff communicate and provide status updates Good	Staff communicate and provide status updates Average	Staff communicate and provide status updates Poor	Staff communicate and provide status updates Very Poor
Staff use of remote or virtual tools for support experience	Staff use of remote or virtual tools for support experience Very Good	Staff use of remote or virtual tools for support experience Good	Staff use of remote or virtual tools for support experience Average	Staff use of remote or virtual tools for support experience Poor	Staff use of remote or virtual tools for support experience Very Poor
Staff use of face-to-face for personal support experience	Staff use of face-to-face for personal support experience Very Good	Staff use of face-to-face for personal support experience Good	Staff use of face-to-face for personal support experience Average	Staff use of face-to-face for personal support experience Poor	Staff use of face-to-face for personal support experience Very Poor
Staff resolution of support incidents	Staff resolution of support incidents Very Good	Staff resolution of support incidents Good	Staff resolution of support incidents Average	Staff resolution of support incidents Poor	Staff resolution of support incidents Very Poor

How may we improve the support process?

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* 4. Technical Support Staff:

	Very Good	Good	Average	Poor	Very Poor
Listening	Listening Very Good	Listening Good	Listening Average	Listening Poor	Listening Very Poor
Patience	Patience Very Good	Patience Good	Patience Average	Patience Poor	Patience Very Poor
Technical knowledge	Technical knowledge Very Good	Technical knowledge Good	Technical knowledge Average	Technical knowledge Poor	Technical knowledge Very Poor
Ability to answer your questions or explain issues clearly	Ability to answer your questions or explain issues clearly Very Good	Ability to answer your questions or explain issues clearly Good	Ability to answer your questions or explain issues clearly Average	Ability to answer your questions or explain issues clearly Poor	Ability to answer your questions or explain issues clearly Very Poor
Friendly and personable	Friendly and personable Very Good	Friendly and personable Good	Friendly and personable Average	Friendly and personable Poor	Friendly and personable Very Poor
Dress appropriate for educational environment	Dress appropriate for educational environment Very Good	Dress appropriate for educational environment Good	Dress appropriate for educational environment Average	Dress appropriate for educational environment Poor	Dress appropriate for educational environment Very Poor
Proper hygiene	Proper hygiene Very Good	Proper hygiene Good	Proper hygiene Average	Proper hygiene Poor	Proper hygiene Very Poor

Recommendations for our support staff.

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* 5. Professional Development: I would attend the following training workshops.

Windows 10 (How to use a Microsoft Windows-based device)

Apple OSX (How to use a Macbook device)

Apple IOS (How to use an iPad device)

Android OS (How to use an Android smartphone or tablet)

PowerSchool

Documents (Word, Excel, Google Docs)

Presentation (Creating presentations with PowerPoint, Google Slides, and Prezi)

Database (Creating databases with Microsoft Access)

Publishing (Creating flyers with Microsoft Publisher)

Google Apps for Education (Overview and using gmail, calendar, contacts, docs, sheets, slides, and drive)

Google Classroom

Chromebook (How to use a Chromebook)

Social Media (Facebook, Twitter, Instagram, LinkedIn)

Mobile Devices in the Classroom

Movie Making (Moviemaker, iMovie)

Classroom Technology Management (Lightspeed Orchestrator for monitoring classroom devices)

File Management with network file shares, cloud storage and portable media

Please let us know your specific training needs or suggestions.

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* 6. Please let us know any additional thoughts or concerns you have related to technology. How may we better assist you with technology to ensure our kids have the best opportunity to use technology in learning.

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* 7. If you would like to meet or receive a call back on a specific issue or concern, please leave your name, best method of contact, and desired time.