MERCATOR OCEAN JOURNA: 
SEPTEMBER 2021 
2.3 User Satisfaction 
After each exchange with the Service Desk, a short form 
is shared with the user. This form offers the user the 
opportunity to rate their satisfaction by giving a score out 
of 5, and opens a free text area for them to share their 
feedback and needs (Delamarche et al., this issue). Since the 
Implementation of this process in August 2016, and with 
more than 1650 responses as of now, the average rating is 
4,7/5. In case of a poor assessment, or a comment in the 
free text area, the Service Desk will get back to the user for 
more information. The graph below (Figure 9) shows the 
detail of the evaluations, from 1/5 (Extremely unsatisfied) 
to 5/5 (Extremely satisfied): 
The Service Desk is also evaluated in annual questionnaires, 
among other items. All this feedback, including satisfaction 
inquiries and questionnaires, are collected and analysed 
afterwards by a dedicated team. 
1400 
L200 
‚DOD0 
100 
IM 
IM 
IC 
45 
H5 
37/5 
A756 
57/5 
igure 9: Satisfaction Inquiry results.