Opening Title Slide

Agenda

• Survey’s Purposes

• Who Was Asked, Who Responded

• Scales and Validity

• Survey Highlights

• Next Steps

Survey’s Purposes

• Gauge Satisfaction Levels with Services

• Find Out What’s

IMPORTANT to Clients

• Provide Data for Strategic Planning

444

Scales in the Survey

Validity

95% Confidence Level

Target Confidence Level .2

3.30 3.50 3.70

Service Areas We Asked About

• Computer Network Services• Remote Access• Email• Getting Help with Computers• Computer Training• Hardware Services• Administrative Apps• JeffCal• Web Services

+ Email and Wired Network +

Question Mean Tot Sat

Count

Q23a. Email system uptime and availability

4.56 86% 870

Q26a. TJU email and Webmail overall

4.56 87% 875

Q19a. Wired network speed and performance

4.56 85% 764

+ Pulse and Banner +

Question Mean Tot Sat

Count

Q27d. Pulse 4.67 90% 813

Q27b. Banner WEB for Students

4.55 86% 337

Q27a. Banner 4.48 86% 469

Q27c. Banner WEB for Faculty

4.39 83% 307

Connectivity

• Whatever

• Wherever

• Whenever

Wireless Connectivity Is a Priority

Question Mean Tot Dis

Count

Q18b. Availability of the wireless access for visitors

3.03 57% 230

Q18c. Availability of wireless coverage

3.40 48% 336

89% of respondents indicated that additional wireless coverage was important. (n=640)

Remote Access Is Also a Priority

Question Mean Tot Dis

Count

Q22b. Ability to access TJU resources while traveling

4.02 30% 490

Q22a. Ability to access while working from home

4.22 24% 682

92% of respondents indicated that improved remote access was important. (n=702)

JeffCal

Question Mean Tot Dis

Count

Q30a. JeffCal overall 3.26 51% 283

With the exception of “JeffCal system uptime and availability”, JeffCal received very low ratings across the board, with ratings ranging from 3.24 to 3.59, and dissatisfaction response counts ranging from 40% to 52%.

Web Services

Question Mean Tot Dis

Count

Q32a. TJU’s Web services: The process for creating a new site

3.66 42% 271

TJU’s Web services also received low ratings across the board, with ratings ranging from 3.59 to 3.85, and dissatisfaction response counts ranging from 36% to 42%.

Help Services

Question Mean Tot Dis

Count

Q8c. Computer support services: The turnaround time for resolving your problems

3.93 33% 751

Q14a. TJU help and support overall

4.25 23% 855

Ratings were better than some, but n was high.

+ Help Services +

Question Mean Tot Sat

Count

Q8f. The technical ability of the support staff at Jeff-IT

4.56 83% 742

Q8e. The technical ability of the support people providing support in the TAC

4.48 82% 722

Helping People Help Themselves

Helping People Help Themselves

88% of respondents said improved Web-based self-help information was important.

89% of respondents said it was important to have an authoritative source of information on how Jeff-IT is organized and how to access the services it provides.

Jeff-IT Overall

Question Mean Tot Sat

Count

Q39a. Jeff-IT Overall 4.25 78% 863

So What Does This All Mean?