Among respondents who had access to a DSP 93% reported that it was either essential or very important, and 90% reported having contacted the DSP for support at some point. Because the DSP service is used relatively often and is highly valued, we know how important it is to maintain the quality of this service.
Some individuals had complaints about DSP service – they weren’t sure when the DSP was coming, if she/he was coming back, if the problem was resolved, etc. We have implemented Continual Service Improvement (CSI) metrics to monitor all incidents and requests. We also heard frustration from the community over inconsistency in DSPs' training in Macintosh OS software. Based on this feedback, we have implemented a training requirement that all DSPs receive Macintosh certification.