This past year students were asked about their experience with wireless on campus.

In order to compare results, the same questions were asked in the 2013 survey, and we are happy to report that satisfaction has increased in every area.

This increase in satisfaction rates follows a number of enhancements that were made over the summer, including the addition of .

The employee survey will be sent out in May as part of our continued efforts to collect feedback and improve services.

Check out student survey results for past few years on the OIRP website.

The importance of universal wireless coverage at ÐÓ°ÉÔ­´´ to improve my overall learning experience is:

• Very important –  75.3%
• Important – 19.7%
• Moderately Important –  4.7%
• Of little importance –  0.4%

99% of ÐÓ°ÉÔ­´´ students identified that it is important for them to have universal wireless coverage.

Overall experience with the Campus Wireless Network:

• 2013 – 5.9 (out of 10)
• 2011 – 6.6 (out of 10)

The importance of accessing the software contained in the Public Student Labs (e.g. SPSS, SAS, MS Office, Visual Studio) from anywhere, at any time and from most devices (e.g. laptops, tablets, desktops) to improve my overall learning experience is:

• Very important –  53.9%
• Important – 27.8%
• Moderately Important – 10.7%
• Of little importance – 7.7%

More than 90% indicated that it is important for them to gain Internet access to software applications such as SPSS, SAS, MatLab and Maple, that are now only available in public student labs.

Learn more about .  Learn more about student computer labs.

But how do we measure customer satisfaction?

One way is through the Customer Satisfaction Surveys conducted by the Office of Institutional Research and Planning (OIRP).  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 and uncovering opportunities for improvement.

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?

ITS is once again participating in the annual Student Customer Satisfaction Survey by asking for feedback on the following topics cuLearn, Wireless, and Public Labs and eKiosks.

We thank OIRP for assisting us to statistically analyze the data that with the intent of identifying those areas that will provide the best opportunity to further improve customer service delivery.

By matching responses to strategic initiatives, we can match resources to the work that will help to deliver better services to the community.

Although we have seen over the years, we believe there is still room for improvement.

OIRP is assisting us to statistically analyze the data that with the intent of identifying those areas that will provide the best opportunity to further improve customer service delivery.

By matching responses to strategic initiatives, we can match resources to the work that will help to deliver better services to the community.

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:

For full reports, please visit the .

At ÐÓ°ÉÔ­´´ there are many initiatives that work to give back to students, staff and alumni. The newly launched Community Engagement website highlights some of these efforts that ÐÓ°ÉÔ­´´ makes to give back.

In November, ITS undertook a variety of initiatives that speak to the idea of giving back and making a difference. By holding events (Coffee Break with Web Services) and focus groups (email architecture reviews) and seeking feedback (on MyÐÓ°ÉÔ­´´One rollout) and students opinions (Student Customer Satisfaction Survey) we are able to get a better idea of what people want, how we are delivering our services and whether it’s time to make a change to the way we communicate, deliver or manage our services.

Read more about what’s going on in this month’s edition of This Month @ ITS.

• Public Computing Labs and E-Kiosks
• ÐÓ°ÉÔ­´´ Web Site
• Student IT Help Desk located in the MacOdrum Library

Results are published in January by the Office of Institutional Research and Planning (OIRP).