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Customer Satisfaction

FAS Cloud Services (FCS) is committed to capturing—and responding to—feedback from our customers. Feedback is collected through a variety of channels, including tenant surveys, retrospectives, and the Jira Service Management (JSM) ticketing system. Each month, you’ll find a summary on this page of FCS’s customer service ratings as captured by JSM.

Fiscal 2025 Year to Date

4.9

(Based on 393 User Review from Jira)

FCS Overall Program Service Level Objectives (SLOs)

88%

Critical Incidents

SLO Percentage Met
as of FY2025

95.3%

High Incidents

SLO Percentage Met
as of FY2025

99.7%

Standard Incidents

SLO Percentage Met
as of FY2025

Feedback by Month for FY2025

Kudos from our customers

The following feedback was received on Jira Service Desk tickets.

What Our Customers Are Saying

The following feedback was received from customers.

Lesley H.

October 08, 2024

“Hi All,

I just wanted to take a moment and say thank you for your support and commend you on providing a very good customer experience.

While I have only been on the ERulemaking team for a few months, I have spent the last 26 years supporting large scale government and financial systems and I have been focused on application modernization and cloud migrations since 2015. With this experience, I feel fairly qualified to say that my experience, as a consumer of the FCS VPCaaS offering, has been excellent.

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How We’re Remediating Customer Issues

The following tickets were given low (1 to 2 star) ratings by the customer for the handling of an issue.

Here FCS documents our responses to the items.

Measuring FCS Usability and Customer Satisfaction

As part of FCS’ continuous efforts to improve our service and provide the capabilities our customers need, FCS does a quarterly survey of tenants to gather their view on the FCS services. As part of this service two statistics are gathered:

Net Promoter Score (NPS) - measures customer satisfaction and likelihood to recommend a service. NPS scores are on a scale of -100 to 100 with a high performing company scoring 70 or higher on the NPS. Individual industries such as cloud hosting and cloud services can have different average scores. System Usability Scale (SUS) - measures perceived usability and the perceived ease of use of a services. SUS scores are on a 0 to 100 scale with a score of 68 representing an average usability and scores above 68 represent above average usability and scores below 68 representing below average usability.

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FCS at the end of Fiscal Year 2024 (FY24) has the equivalent of a 21.75 score on the -100 to 100 NPS scale. This is considered an acceptable score with room ample room for growth. For comparison sake, cloud hosting and cloud services are reported to have a 39 benchmark score for the NPS.