ITD CUSTOMER FEEDBACK SURVEY 2015 RESULTSCUSTOMER RELATIONS UNIT (CRU)

Demographics

Female425 (57%)

Male321 (43%)

TOTAL NUMBER OF RESPONDENTS = 746

Malaysian

645 (86.5%)

International101 (13.5%)

UG Students493 (66.1%)

PG Students34 (4.6%)

Academic Staff109 (14.6%)

Admin Staff110 (14.7%)

Demographics – Designation

Total 527 students (70.7%)

Total 219 staff

(29.3%)

Demographics – Age group20 - 39633 (84.9%)

40 - 4979 (10.6%)

Over 5034 (4.6%)

Demographics – KCDIO

KOE

KENMS

KIRKHSKICT

CFS

CELPAD

KOSAIKOL

KAEDKOED

KLMKAHS

KONKOP

KOM

LIBRARY

STAD

RMC0

20

40

60

80

100

120

140

160150

137128

87

2822 20 19 18 17

12 9 7 6 6 6 5 5

Internet Connection

Satisfied: 77.5% Satisfied: 62.5%

Telephone and Video ConferencingSatisfied: 77.4% Satisfied: 71.1%

E-mail and MyIIUM PortalSatisfied: 77.4% Satisfied: 71.1%

Overall Customer Satisfaction (Staff vs Students)

1 2 3 4 50

20

40

60

80

100

120

140

11 13

49

121

26

1 2 3 4 50

50

100

150

200

250

36

90

195

176

27

Satisfied: 89% Satisfied: 76%

Staff Students

Overall Customer Satisfaction

Overall satisfaction – 79.5%

Rating Frequency Percentage

1 52 7%

2 101 13.50%

3 243 32.60%

4 298 39.90%

5 52 7%

Staff Students Overall

85.50%

21.80%

43.00%

89.00%76.00% 79.50%

Customer Satisfaction 2014 vs 2015

2014 2015

Customer Satisfaction by Gender

Male – 73.5%Female – 84.2%

1 2 3 4 50

50

100

150

200

250

28

57

110 106

2021

46

134

191

33

Male Female

Customer Satisfaction by Age Group

20 – 39 years old – 78%40 – 49 years old – 86%Above 50 – 100%

1 2 3 4 50

50

100

150

200

250

44

96

219

233

41

4 7

22

39

70 0 2

26

6

Series1 20 - 39 years old 40 - 49 years old 50 years old and above

Customer Satisfaction by Nationality

Local – 81%International – 72%

1 2 3 4 50

50

100

150

200

250

300

39

84

211

263

48

919

34 34

5

Malaysian International

Please write down any additional comments or suggestions that you might have

IIUM WiFi SERVICE POLLIn an online poll conducted asking the question “How do you rate the WiFi services in IIUM in terms of general use for teaching and learning, out of 240 responses, 72% says that it needs improvement.

RecommendationResolve WiFi problems at Mahallahs especially for PG students

• Provide access points to the corridors or where needed by proper feasibility study. If any financial constraints in this regard,  can be solved upon consultation with students /students welfare fund/authority.

• Can revisit the internet fee structure based upon the individual usage if the service is up to the mark.

• Can have some business deals with mobile operators pertaining borrowing their bandwidth (long term).