We have different ways of measuring our success here in ITS. As an IT department we have charts and graphs showing service levels, number of service requests resolved and visitors to a website.
But how do we measure customer satisfaction?
One way is through the Customer Satisfaction Surveys that the Office of Institutional Research and Planning (OIRP) conducts. We’ve been involved in these since 2002 (back when they were telephone surveys) and although the survey has changed over time – it’s now shorter and more direct in an attempt to increase the response rate – these results remain important in setting baselines for service delivery.
These surveys and the like are important for asking questions like:
- What services and resources are important to our clients?
- How successfully are we delivering these services?
- How effectively do we communicate our services? Is there a disconnect between perceived service delivery and actual service delivery?
- What benchmarks can be established for excellent delivery of technology services?
This past year, three areas were surveyed – IT Service Delivery, Websites and Labs and Kiosks. Both qualitative and quantitative data is collected. In all three areas we have exceeded our goal of 7. Here were the results compared to previous surveys:
| Department/Service | 2010 | Last Survey Result |
| ITS Service Desk | 8.3 | 7.3 (2008) |
| Public Labs and E-Kiosks | 7.6 | 7.2 (2008) |
| University Website | 7.7 | n/a |
For full reports, please visit the OIPR website.