System Development Initiative Assessment Summary Stanford, ITSS August 12 th, 2003.
Stanford University Information Technology Systems ... · ITSS provides problem resolution to the...
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Stanford University Information Technology Systems & Services (ITSS) Customer Satisfaction Questionnaire - Section I This part of the survey is estimated to take ten minutes. Responses are confidential. For each of the following questions, mark the field that most honestly describes your experiences with ITSS services over the past year. If you have not used a service or tool, please select “Don't Use” or skip the question. There are comment boxes throughout the survey, so please share your thoughts when you want to offer specific comments or suggestions. GENERAL SUPPORT ITSS provides problem resolution to the Stanford community through several teams including: * 5-HELP, contacted through 5-4357 * HelpSU , contacted through http://helpsu.stanford.edu * Computer Resource Consulting (CRC), contacted through http://helpsu.stanford.edu 1. Have you used any of these services in the last year? Yes. Please select the one you used most often: 5-HELP HelpSU CRC Don’t Use 2. Thinking about the group you selected above, rate your satisfaction with the following: Don’t Use a. Ability to get through to a person b. Timeliness of response to your messages c. Timeliness of response online d. Turnaround time for resolving your problem e. Professionalism f. Technical ability g. Ability to solve problem
Transcript of Stanford University Information Technology Systems ... · ITSS provides problem resolution to the...
Stanford UniversityInformation Technology Systems & Services (ITSS)Customer Satisfaction Questionnaire - Section I
This part of the survey is estimated to take ten minutes. Responses are confidential. For each of the following questions, mark the field that most honestly describes your experiences with ITSS services over the past year. If you have not used a service or tool, please select “Don't Use” or skip the question. There are comment boxes throughout the survey, so please share your thoughts when you want to offer specific comments or suggestions.
GENERAL SUPPORT
ITSS provides problem resolution to the Stanford community through several teams including:* 5-HELP, 5-HELP, contacted through 5-4357* HelpSUHelpSU, contacted through http://helpsu.stanford.edu* Computer Resource ConsultingComputer Resource Consulting (CRC), contacted through http://helpsu.stanford.edu
1. Have you used any of these services in the last year? Yes. Please select the one you used most often:
5-HELP HelpSU CRC Don’t Use
2. Thinking about the group you selected above, rate your satisfaction with the following:
Don’tUse
a. Ability to get through to a personb. Timeliness of response to your messagesc. Timeliness of response onlined. Turnaround time for resolving your probleme. Professionalismf. Technical abilityg. Ability to solve problem
3. How satisfied are you with ITSS problem resolution overall?
Don’tUse
4. What would increase your satisfaction with ITSS’ resolution of your reported problems?
5. What would be your top three methods for interacting with help services?
1st 2nd 3rd
Control of desktop from HelpdeskWeb page (self-submission)Online chat/Instant MessengerAn office visit for one-on-one helpPhone
6. During the past year, how often has there been an impact on your work because after-hours support was not available?
Daily Weekly Monthly A few times a year Never
6b. What type of support were you looking for?
7. Please rate the importance of the following kinds of after-hours support issues:
Don’tUse
a. Help with printingb. Oracle, PeopleSoft, Axessc. Security (spam, virus, etc.)d. Hardware issuese. Restoring from backupsf. Network communicationsg. Telephone supporth. Accounts and passwords issuesi. Other, please specify:
INSTRUCTIONAL OFFERINGS
8. Please select the method you most prefer for learning about computing. (Select one) Web pages Hands-on classes One-on-one tutoring Lectures/demonstrations Self-paced computer-based training (videos, etc.)
9. How satisfied are you overall with ITSS instructional offerings?
Don’tUse
TELECOMMUNICATIONS SERVICES
10. Please rate your satisfaction with the following ITSS telecommunications offerings:
Don’tUse
a. Desk phones (room)b. Voice mailc. Cell phonesd. Pagerse. Stanford DSL
11. How satisfied are you with ITSS telecommunications services overall?
Don’tUse
12. What would increase your satisfaction with ITSS telecommunications services?
NETWORK SERVICES
13. Rate your overall satisfaction with these aspects of the Stanford network:
Don’tUse
a. Bandwidth (performance, responsiveness / speed)b. Reliability of networkc. Availability of wireless connectivity
14. How satisfied are you overall with Stanford network services?
Don’tUse
15. What would increase your satisfaction with the network services that ITSS provides?
REMOTE ACCESS
16. Please rate your satisfaction with your ability to use Stanford services, when traveling, through the following connections:
Don’tUse
a. Hotel DSL/cable modem connectionsb. Other ISP dialup/modemc. Stanford Modem Pool (725-1010)
17. How satisfied are you overall with your ability to use Stanford services while working remotely?
Don’tUse
18. What would increase your satisfaction with remote access to Stanford?
19. What email client application do you primarily use to access your Stanford email? (Select one)
Eudora Microsoft Outlook Microsoft Entourage Apple Mail Unix (Pine, Elm, Mutt, etc.) Netscape Mail WebMail
Other, please specify:
20. What would increase your satisfaction with Stanford email?
SOFTWARE SUPPORT
21. What platform do you use for your primary computer? Windows 2000 Windows XP Linux Macintosh OS 9 Macintosh OS X
Solaris Other UNIX
22. Please rate your satisfaction with the following aspects of the Essential Stanford Software (Mac/PC-Leland, Eudora, Netscape or Internet Explorer, Norton Anti-Virus, etc):
Don’tUse
a. Availability of software from ITSSb. Timeliness of Stanford recommendations c. Functionality of Stanford installers and instructionsd. Helpfulness of Stanford-specific software documentation
23. How satisfied are you with desktop software support overall?
Don’tUse
24. What would increase your satisfaction with the software support that ITSS provides?
HARDWARE SUPPORT
25. Are the ITSS hardware recommendations on hardware configurations through the Dell and Apple “bundle” programs useful?
Yes No Never Heard of It
26. Please rate your satisfaction with the following aspects of hardware support:
Don’tUse
a. Recommendations for hardwareb. Price of recommended hardwarec. Service and support for recommended hardwared. Ease of orderinge. Timeliness of hardware delivery from vendorf. Helpfulness of Stanford-specific documentation
27. How satisfied are you overall with hardware support?
Don’tUse
28. What would increase your satisfaction with hardware support?
SECURITY
29. How satisfied are you with the following aspects of computer security:
Don’tUse
a. Timeliness of warnings about virusesb. Timeliness of security software updatesc. Effectiveness of documentation and instructionsd. ITSS assistance in helping you recover from an attack
30. What is one thing ITSS could do to improve computer security?
PORTABLE TECHNOLOGIES
31. What handheld portable technologies do you use to connect to the network? (Check all that apply.)
Palm OS device Pocket PC device Cell phone with data capabilities Blackberry None of the above
Other, please specify:
32. Are there applications or services you would like to be able to access via handheld devices that you cannot at this time?
GENERAL SUMMARY
33. How satisfied are you with ITSS services as a whole?
Don’tUse
34. What is one thing ITSS could do that would make it easier for you to do your work?
