Results of School of Electrical and Electronic Engineering IT
Support Customer Satisfaction Survey
The School of Electrical and Electronic Engineering has a small team of
specialist IT support officers who provide IT support for the School's
complex and specialized IT infrastucture. In September
2006 an on-line IT satisfaction survey was conducted of
staff and post graduate students of the School. Questions were
included to both benchmark customer satisfaction levels and to
ascertain the current and/or future requirements for certain services.
The survey was designed to measure opinions of the School's IT
services.
There were 36 respondents representing about 20% of the staff/postgraduate population of the School .
Highlights of the results are presented in the following sections;
Overall satisfaction with School IT services
When asked how satisfied they were with each of 7 areas of
overall IT support and services;
- 91% reported that they were satisfied with the willingness of the
School's computer support group to provide support and services,
- 91% were satisfied with School's computer support group
capability of providing support and services,
- 89% were satisfied with their knowledge of IT support and
services available, and
- 100% were satisfied with their ability to work with School's
computer support group to achieve IT goals.
- 85% were satisfied with the Web
based support request system
- 81% were satisfied with the time to resolve support requests
- 83% were satisfied with the resolutions provided by the computer
support group for their problems
Desktop Systems
Approximately 80% of repondents were satisfied with their desktop
systems in the School with speed of some systems being the main
concern. We have moved to address this by upgrading slower
systems on the network.
School Website
When asked how satisfied they were with various aspect of the
School's website;
- 70% were satisfied with the look and feel
- 72% were satisfied with the organization of the website
- 62% were satisfied with the ease of finding information
- 72% were satisfied with the content of the website
- 82% were satisfied with the reliability of the website
- 88% were satisfied with the speed of the website
In response to these results, we are looking at ways to improve the
organization of the website and in particular improving the ability to
find information easily. We are also encouraging content
providers to keep their content more up to date.
Email
When asked how satisfied they were with various aspect of the
School's email service;
- 89% were satisfied with the reliability of the email
- 80% were satisfied with the speed of email delivery
- 94% were satisified with the size of their mailbox
- 61% were satisfied with the webmail interface.
In reponse to these results, we have upgraded and reconfigured the webmail interface. We are also looking at alternative webmail
interfaces.
Network File Storage
When asked how satisfied they were with various aspect of the
network file storage provided by the School;
- 85% were satisfied with the network space provided for files
- 82% were satisfied with the reliability of network file access
- 85% were satisfied with the speed of file access
- 55% were satisified with the ability to access files outside the
University.
Following a recent upgrade to the file server just prior to the survey, access to files
via netstorage had not been working correctly which may have influenced the results. This has now been corrected. There are
in fact a number of options for accessing files externally but, it would seem many people were unaware of them. Information will be provided to users and published on the web on how to access files externally.
Detailed feedback and individual comments
Many respondents took the time to make specific comments and
these have also provided very useful feedback which will be used to
improve services.
Conclusion
While the high level of customer satisfaction are very pleasing, the
computer support group will continue to strive to improve services to
provide the best possible service. A key aspect to success
is having a small local computer support group which is part of
the School, has ownership of local IT support and understands
the business as well as the specialist technical aspects of the local
organization. While most organizations would not have the requirement for the level of specialist support required by the School, having local technical staff with full knowledge and control over all systems in an organization can enable the most efficient problem resolution in many networked environments.
Other surveys
ITS Customer Satisfaction Survey of
University
Engineering
and Architecture Computer Aided Teaching Suite (CATS)
student satisfaction survey
Last updated
August 10, 2006