Academic Technology
Customer Satisfaction Survey - Fall 2004 - Results
The first Student Computing Cluster Customer Satisfaction Survey (SCC CSS?) was conducted November 8-21, 2004. The information below represents aggregate results from all responses to the survey questions.
Satisfaction Questions
Respondents were asked to rate their satisfaction with the following aspects of the Clusters on a four-point scale (4 = Lowest, 1 = Highest).
| Item | 1 | 2 | 3 | 4 | Mean | |
|---|---|---|---|---|---|---|
| Computers | 37% | 36% | 14% | 13% | 2.04 (n = 218) | |
| Printers | 30% | 24% | 19% | 27% | 2.42 (n = 218) | |
| Software | 29% | 47% | 14% | 10% | 2.06 (n = 216) | |
| Consultants | 26% | 33% | 18% | 23% | 2.38 (n = 212) |
As this is the first time this particular survey has been completed, we are simply viewing this data as measures of a single point in time. They will be used for comparison with future results.
Open Response Questions
The Fall 2004 survey also asked two open ended questions:
What resources or technologies would you like to have in the Clusters that are not available currently?
Additional comments:
We received responses to these questions on 73 out of the 225 total surveys. We grouped these comments into several categories.
The most common comment (n = 25) was in regard to having more computers available. This was particularly mentioned in regards to the Dimond Library Cluster (n = 15). We recognize that Dimond gets the most use per computer of any of our locations.
The pay-to-print system received negative comments (n = 12) expressing a desire for free or lower cost printing. Background on the printing system is available. Users can review this information for an historical understanding of the reasons we currently charge.
The Mac OS X systems received 9 comments. Many of these were in regard to slow performance, especially with logins. We have addressed and improved this situation, including the upgrade to Mac OS X 10.4 (Tiger) during the summer of 2005.
There were 4 negative comments made regarding Student Consultant staff. We also received 4 positive comments. The remaining 25 comments were on a variety of unrelated topics.
Our thanks go to all of our users who took the time to provide this feedback.