Form 63 Help Desk Survey

Attachment C02
OMB #: 0925-xxxx
Expiry Date: xx/xx/xxxx

The CTSU Customer Satisfaction Survey June 2013
Help Desk Survey Questions
page 1 of 4

Public reporting burden for this collection of information is estimated to vary from 10 to 15 minutes per
response, including the time for reviewing instructions, searching existing data sources, gathering and
maintaining the data needed, and completing and reviewing the collection of information. An agency may
not conduct or sponsor, and a person is not required to respond to, a collection of information unless it
displays a currently valid OMB control number. Send comments regarding this burden estimate or any
other aspect of this collection of information, including suggestions for reducing this burden, to: NIH, Project
Clearance Branch, 6705 Rockledge Drive, MSC 7974, Bethesda, MD 20892-7974, ATTN: PRA (0925-xxxx).
Do not return the completed form to this address.

1)

Which Help Desk do you contact most frequently?
_____ CTSU Main Help Desk
_____ CTSU Regulatory Help Desk
_____ Both CTSU Main Help Desk and CTSU Regulatory Help Desk equally

Please rate your level of satisfaction with the following aspects of the CTSU Main Help Desk.
These questions apply to your most recent help desk experience.
2)

Generally, how frequently do you or your staff utilize the Main Help Desk Services?
_____ Frequently (weekly)
_____ Moderately (monthly)
_____ Occasionally
_____ Once

3)

Generally, how frequently do you or your staff utilize the Main Help Desk Services
between the hours of 5:30 pm EST and 8:30 pm EST?
_____ Frequently (weekly)
_____ Moderately (monthly)
_____ Occasionally
_____ Once

4)

How would you rate your satisfaction with the ability of the Main Help Desk Staff to
provide an acceptable solution to your inquiry?
_____ Extremely satisfied
_____ Satisfied
_____ Neutral
_____ Dissatisfied
_____ Extremely dissatisfied

5)

If you contacted the Help Desk by e-mail or had to leave a voice mail, how would you rate your
satisfaction with the length of time required by the Main Help Desk to provide a response to
your inquiry?
_____ Extremely satisfied
_____ Satisfied
_____ Neutral
_____ Dissatisfied
_____ Extremely dissatisfied

6)

How would you rate your satisfaction with the level of knowledge demonstrated by the
Main Help Desk Staff regarding the subject(s) of your inquiry?
_____ Extremely satisfied
_____ Satisfied
_____ Neutral
_____ Dissatisfied
_____ Extremely dissatisfied

7) In reference to Question #5, please indicate the subject(s) of your inquiry:

8)

If your inquiry had to be referred to other CTSU or Cooperative Group Staff, how
satisfied were you with the length of time needed to obtain a final response from the
Main Help Desk?
_____ Extremely satisfied
_____ Satisfied
_____ Neutral
_____ Dissatisfied
_____ Extremely dissatisfied

9)

Regarding your most recent contact with the CTSU Main Help Desk, what is your overall
level of satisfaction with the services provided?
_____ Extremely satisfied
_____ Satisfied
_____ Neutral
_____ Dissatisfied
_____ Extremely dissatisfied

10)

Please provide us with comments and/or suggestions about our Main Help Desk
Services.

Please rate your level of satisfaction with the following aspects of the CTSU Regulatory Help Desk.
11) Generally, how frequently do you or your staff utilize the Regulatory Help Desk
Services?
_____ Frequently (weekly)
_____ Moderately (monthly)
_____ Occasionally
_____ Once

12)

As a result of your contact(s) with the Regulatory Help Desk Staff, please indicate in
which areas you gained a better understanding of the submission processes and/or
regulatory requirements. Mark all that apply.

_____ Initial Approval submissions
_____ Continuing Renewal submissions
_____ Amendment Approval submissions
_____ Special Requirements set up for collection by the Lead Group of a trial
_____ Renewal Submission after a Protocol is Closed to Accrual
_____ Documentation required when using the NCI CIRB
_____ FWA Updates submissions
13) As a result of your contact(s) with the Regulatory Help Desk Staff, please indicate if you
gained a better understanding of any of the following areas. Mark all that apply.
_____ Investigator's NCI Status
_____ Requests for Protocol Related Material
_____ Identifying Contacts for Protocol Related Questions
_____ Roster Information for Your Site
_____ Navigation of CTSU Web Site

14) How would you rate your satisfaction with the overall level of assistance provided by the
Regulatory Help Desk regarding your topic(s) of inquiry?
_____ Extremely Satisfied
_____ Satisfied
_____ Neutral
_____ Dissatisfied
_____ Extremely Dissatisfied

15) Please provide us with comments and/or suggestions about our Regulatory Help Desk
Services.