Statistics 2011/2012

Another successful year for the Student Laptop Clinic, with numbers during term time roughly the same as in previous years, (1121 machines seen during the year). We ran the service in the Computer Centre during the summer vacation for a second year but were unable to open the clinic in every week so saw lower numbers of customers then. However the knock-on effect on the IT Service Desk was noticeable when the clinic was not running, with laptops and mobile devices taking staff time there. We will continue to run the clinic in its reduced capacity during summer vacations, it has become a necessary service but it might be run slightly differently in 2013.

Our ratios of laptops fixed or not remains the same as last year, with 30% of customers being referred to external support for hardware faults. Just under half of all laptops (48%) seen were definitely fixed at the clinic, the remaining 22% were also thought to be fixed but were pending testing at home, the completion of updates, a disk scan or similar. We rarely hear back about these so assume that the devices are fixed and owners happy.

Here are a couple of quotes from customers in the last year:

"The service was great. I brought in two computers and the problem, a virus, has been cleared."

"The service was quick, cheerful and Sam was kind enough to answer my idiot questions."

Below is a graph showing the number of people that we have helped over the 42 weeks that the clinics have been running over the academic year. The academic weeks are shown so you will spot the large spike at the start of October, (weeks 0 to 2) and then others at the start of the spring (11) and summer (21) terms. The spike in week 6, mid November 2011, was unexpected but dealt with as successfully as during the rest of the year.