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 220 User Review from Jira)
FCS Overall Program Service Level Objectives (SLOs)
78.6%
Critical Incidents
SLO Percentage Met
as of FY2025
92.9%
High Incidents
SLO Percentage Met
as of FY2025
99.6%
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.
Your team has provided great documentation to accelerate our adoption, and provided timely and personal service to all service requests. Again thank you! Your offering and more importantly the way that you manage it, should be regarded as an example for other institutions to follow.”
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.
Customer Issue
Customer requested access to the DataDog tool; however, in order for the access request to be granted on the FCS side, it must first be approved by a supervisor on the tenant side. In this case, it took longer than expected for the approval step to be completed. This can sometimes happen when approvers are out of the office, or the email notifications are inadvertently missed. However, once the ticket was approved by the supervisor, access was granted the same day and well within FCS’s Service Level Objectives.
Remediation
Following customer outreach by the Cloud Advocate to obtain more information on the issue that caused the 3-star review, FCS explained that the delay was related to the timeliness of their approval queue. As a result of the outreach, FCS was able to engage with the approving supervisor to help them designate multiple approvers for the tenant group. Expanding approval responsibility helps to mitigate these types of issues from happening in the future.
Lesson Learned
Customers vary in their understanding of FCS’s processes and procedures. By simply reaching out, FCS took advantage of an opportunity to gain helpful feedback and apply a simple fix to mitigate the possibility of recurrence of this issue.
Customer Issue
Customer submitted a ticket to allow access to all eBuy tables in Redshift. The FCS engineer took action and flipped the ticket to customer status requiring follow-up actions from the customer within one week. Since customer action was not taken, the ticket automatically closed. This occurred two days after Christmas, bringing to light that the holiday was counted in the one week requirement.
Remediation
The Jira Service Management team removed holidays (same as weekends) from the day counter for actions. In addition, the day counter is now visible to product team engineers so they can track when a ticket will close on customer action and deploy more engagement measures, if needed, to help prevent this from occurring.
Lesson Learned
Holidays not being excluded from the Jira ticket closure day counters was causing premature closures. In addition, more specific and clear communication about ticket closures and role expectations will help both customers and engineers reach resolution more quickly.
Customer Issue
Customer did not receive a timely response to a JIRA Service Management (JSM) access request because the ticket was unnecessarily routed to mulitple teams prior to being addressed. The ticket was unresolved for approximately 3 weeks - beyond the timeframe committed per FCS Service Level Objectives.
Remediation
The team performed a Root Cause Analysis on the issue and then held a meeting with the customer to gather information and determine the proper follow-up actions. FCS implemented a multi-service access request process, which enables teams to work on access requests simultaneously.
Lesson Learned
By collaborating across teams and developing a cross-cutting solution, FCS was able to increase the speed at which access requests are managed and processed - cutting multiple days out of the access request ticket cycle.
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.
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.
FCS at the end of Fiscal Year 2024 (FY24) has the equivalent of a 73.97 score on the 0 to 100 SUS scale. For comparison sake, anything below 68 is considered below average usability and anything above 68 is considered above average. As a letter grade, FCS would be considered a B-.
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