2005 Stanford ITSS Client Satisfaction Survey...2018/02/16 · ITSS has made strides in improving...

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617.924.8070morassociates.com

Stanford ITSS 2005 Client Survey

MOR Associates, Inc.


MOR Associates, Inc..

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MOR Associates, Inc.462 Main Street, Suite 300

Watertown, MA 02472tel: 617.924.4501 fax:

617.924.8070morassociates.com

Brian McDonald, [email protected]



Table of ContentsMethodologyMethodology

Survey Results OverviewSurvey Results Overview

Summary Results by Service Area and CohortsSummary Results by Service Area and CohortsSample Size Esimates and Actual Results

Scales Used in the Survey

Reading the Charts

ConnectivityConnectivityData Highlights, Trends

SoftwareData Highlights

TelecommunicationsData Highlights, Trends

Enhancing Computing CapabilityEnhancing Computing CapabilityData Highlights, Trends

General FindingsGeneral Findings; ITSS Overall

Appendix A: Detailed Results Tables with Cohort Breakouts

Faculty Survey ResultsFaculty Survey Results

Student Survey ResultsStudent Survey Results

Administrative Staff Survey ResultsAdministrative Staff Survey Results

Appendix B: Correlations with Overall Satisfaction



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Survey Results OverviewSurvey Results Overview

Survey Results Overview • Stanford ITSS 2005 Client Survey


Themes Clients Emphasized

Mobile Computing Makes Connectivity a Priority

More and more clients indicate they want a seamless computing experience that allows them to:

Do whatever computing they need to do...

from wherever they find themselves...

whenever it’s convenient for them.

Rising Expectations Constantly Raise the Bar

The never-ending race between expectations and implementation of improvements could be seen in many facets of the survey results. For example, until recently, telephone services were considered to be a mature tech-nology with few glitches and fairly static levels of satisfaction. With the advent and rapid evolution of portable technologies that incorporate telephone service, telephones as we knew them seem antiquated. Perhaps the most vivid example of the effect of rising expectations is wireless connectivity. Despite substantial improve-ments in the availability of wireless at Stanford, the average rating for this service remained unchanged.

Network Services and Email Fared Well

Stanford Network Services overall received a rating of 3.92.

Stanford Email overall received a rating of 3.95.

Wireless Connectivity Is a PrioritySatisfaction mean for wireless availability was only 3.28 on a scale from 1-5;25% were dissatisfied with wireless availability.64% indicated it was important or very important to have greater wireless access on campus.

Remote Access While Traveling Also a PrioritySatisfaction with the ability to access Stanford Services while traveling was also only 3.28;24% were dissatisfied, including 36% of faculty.Remote access was the subject of a question that simply asked respondents to rate its importance; it gar-nered a 4.23 rating, with 82% saying it was important or very important.

Q9b. Availability of Wireless Network

2003 2005

Mean: 3.29 3.28

Q8a. Telecommunications Services Overall

2003 2005

Mean: 3.86 3.58

Stanford ITSS 2005 Client Survey • Survey Results Overview


5-HELP and HelpSU Continue to Influence How Clients Perceive ITSS Overall; People Still Want Faster Response Times, But the Landscape is Shifting

As was the case in 2003, ITSS help services were highly correlated with overall satisfaction with ITSS. Based on both this years ratings and text responses as well as text responses from the 2003 survey, people are always keen on faster response times regardless of how they get help. In 2005, respondents placed a fair amount of importance on better web-based help information, suggesting a growing willingness on the part of some clients to more actively participate in resolving their problems. Other text comments in this round reflected a growing weariness on the part of some with trying to keep pace with technological change.

Security Remains a Major Concern and People are Looking to ITSS

In the fifteen general survey questions that asked about the importance of service improvements, four of the top seven referred to providing expert assistance with computer security. People have a limited appetite for dealing with these issues and they mostly want somebody else (ITSS) to head spam and viruses off at the pass, and they want to be provided with up-to-date, simple tools for maintaining security.

Faster Response Times and Faster Problem ResolutionWhile satisfaction with 5-HELP and HelpSU professionalism and technical ability got ratings closer to 4.00, turnaround time for problem resolution got lower marks.82% of respondents said faster help service response time was important to increase satisfaction, one of the highest percentage recorded in the survey for a specified improvement.5-HELP timeliness of initial response to inquiry received a rating of 3.60HelpSU timeliness of initial response to inquiry received a rating of 3.67

Four of the Top Seven Service Improvement Ratings Are Related to Security Issues

Important/Very

ImportantMean

Q16a. Better spam fi ltering 81% 4.21

Q3a. Faster help services response time 82% 4.21

Q16c. Better virus detection, n=553 74% 4.08

Q16b. Better centralized spam auto-deletion 73% 4.04

Q23b. Simpler processes/tools for keeping my computer security up-to-date 74% 4.01

Q23c. Better security related documentation on how to secure my computer or recover from attacks

69% 3.93

Q23a. More timely communication about threats 71% 3.92



Oracle Financials Have Improved Though More Improvement is Necessary

Oracle Financials were a significant source of dissatisfaction for administrative staff in the 2003 survey. However, ITSS has made strides in improving satisfaction: 40% indicated they see improvement in Oracle Financials over the past year. This area has been a major focus for ITSS and Administrative Systems in particular.

* 53% of the 121 from the administrative cohort answering this question were either dissatisfied or very dissatisfied.

There is still a high level of dissatisfaction; clients have clearly indicated where they believe improvements are important. Fortunately, there are several upgrades that are being developed for specific components of the Oracle application that will address items that are contributing to dissatisfaction.

40% of Admin Staff See Improvement in Oracle Financials...

QA38 Oracle Financials change

Much Worse

Worse Same Better Much Better

Count

3% 6% 50% 38% 2% 126

...And Specific Functionality...

QA33 Financial suite of applications

2003 2005 Diff

iProcurement Averages (by MOR Assoc. for 2003 comparisons)

2.51 2.88 0.37

iJournals 2.73 3.06 0.33

PCard 2.68 2.84 0.16

QA34 specialized components of Financial suite of applications

2003 2005 Diff

Labor Schedules 2.82 3.19 0.37

Authority Manager 2.72 3.07 0.35

...But There’s Still High Dissatisfaction, Especially with Reporting

Question Tot Neg

Q35f. Oracle Financial Reporting: Ease of use 2.41 53%*

Q35e. Oracle Financial Reporting: Response time/speed of reporting 2.61 45%

Q35d. Oracle Financial Reporting: Effectiveness of reports in supporting your work 2.71 38%



Service Improvements from the General SurveyThat Are Important to Enhancing Client Satisfaction Top Ten Ratings Sorted by Mean

Not At All Important/

Not Important

NeutralImportant/

Very Important

MeanStd Dev

99% CI+-

Count

Q16a. Better spam fi ltering 5% 14% 81% 4.21 0.91 0.10 565

Q3a. Faster help services response time

3% 15% 82% 4.21 0.88 0.10 484

Q16c. Better virus detection 7% 19% 74% 4.08 0.99 0.11 553

Q16b. Better centralized spam auto-deletion

8% 19% 73% 4.04 1.02 0.11 555

Q23b. Simpler processes/tools for keeping my computer security up-to-date

6% 21% 74% 4.01 0.90 0.10 526

Q23c. Better security related documentation on how to secure my computer or recover from attacks

4% 27% 69% 3.93 0.87 0.10 514

Q23a. More timely communication about threats

4% 25% 71% 3.92 0.83 0.09 516

Q13a. Additional high-speed internet options

8% 21% 71% 3.91 0.99 0.12 460

Q16d. More reliable sending and receiving of email

7% 30% 63% 3.82 0.97 0.11 552

Q30b. Wireless access in more campus locations

13% 23% 64% 3.79 1.11 0.12 554



Top Ten Satisfaction Ratings from the General SurveyRatings Sorted by Mean

Dissatisfi ed/Very

Dissatisfi ed

Neutral Satisfi ed/Very

Satisfi ed

Mean Std Dev

99% CI+-

Count

Q2c. HelpSU: Professionalism 4% 20% 76% 4.00 0.86 0.11 409

Q2e. HelpSU: Ease of submitting online request

5% 19% 75% 4.00 0.89 0.12 396

Q17a. Stanford email overall 5% 11% 84% 3.95 0.74 0.08 575

Q1d. 5-HELP: Professionalism 4% 24% 71% 3.93 0.88 0.11 403

Q10a. Reliability of wired network 9% 18% 74% 3.92 0.96 0.12 445

Q11a. Stanford network services overall

7% 19% 74% 3.86 0.84 0.10 488

Q2d. HelpSU: Ability to solve problem 9% 21% 70% 3.82 0.92 0.12 406

Q21a. Timeliness of security software updates

3% 27% 70% 3.78 0.70 0.08 501

Q31a. ITSS services as a whole 7% 20% 73% 3.78 0.77 0.08 566

Q1e. 5-HELP: Ability to solve problem 9% 25% 65% 3.75 0.96 0.12 399

Lowest Five Ratings from Lowest to Highest by MeanDissatisfi ed/

Very Dissatisfi ed

Neutral Satisfi ed/Very

Satisfi ed

Mean Std Dev

99% CI+-

Count

Q9c. Wireless guest registration process

22% 48% 30% 3.07 0.98 0.16 265

Q7d. Telecom billing system/statements

19% 52% 29% 3.09 0.93 0.13 343

Q12b. Ability to access Stanford services while traveling

24% 29% 47% 3.28 1.03 0.13 422

Q9b. Availability of wireless network 25% 28% 47% 3.28 1.10 0.15 353

Q7c. Telecom problem resolution 10% 48% 42% 3.41 0.87 0.12 371



Top Concerns and Top Positive Ratings for Each Cohort Based on Percent of Ratings

The survey was administered to a random sample of faculty, students and administrative staff and included general survey questions (asked of all chorts) and cohort-specific questions. The following tables display up to five top concerns and up to five top positive service ratings for each cohort group from both general survey questions and individual cohort-specific questions. Services that had less than 20% of respondents selecting dissatisfied or very dissatisfied were excluded. Similarly, any services listed under “Top Positives” that had less than 49% of respondents selecting satisfied or very satisfied were excluded.

FacultyFaculty Top Concerns from General SurveyQuestion Tot Neg Mean Count

Q12b. Ability to access Stanford services while traveling 36% 3.04 168

Q9b. Availability of wireless network 30% 3.17 120

Q9c. Wireless guest registration process 25% 2.96 89

Q9a. Wireless signal strength 23% 3.30 121

Q7b. Voice mail 23% 3.42 159

Faculty Top Positives from General SurveyQuestion Tot Pos Mean Count

Q17a. Stanford email overall 83% 3.95 184

Q2c. HelpSU: Professionalism 80% 4.03 132

Q1d. 5-HELP: Professionalism 77% 4.02 145

Q2e. HelpSU: Ease of submitting online request 77% 3.96 127

Q11a. Stanford network services overall 75% 3.82 158



Grad Top Concerns from General and Cohort SurveysQuestion Tot Neg Mean Count


Q10b. Availability of wired network 27% 3.26 66


Q9a. Wireless signal strength 20% 3.44 66

Student-Specifi c QuestionsQuestion Tot Neg Mean Count

Q11. The wireless network in the residences 32% 2.94 34

Q41b. Email quota 27% 3.20 83

Q41d. Cable TV 21% 3.29 58

Undergrad Top Concerns from General and Cohort SurveysQuestion Tot Neg Mean Count

Q7d. Billing system/statements 33% 2.88 40


Q10b. Availability of wired network 31% 3.21 68


Q12b. Ability to access Stanford services while traveling 22% 3.39 67

Student-Specifi c QuestionsQuestion Tot Neg Mean Count

Q41b. Email quota 37% 3.04 75

Q41d. Cable TV 30% 3.00 53


Q41e. Central File Storage (AFS) 21% 3.10 63

Graduate and Undergraduate Students



Grad Top Positive Ratings from General and Cohort SurveysQuestion Tot Pos Mean Count


Q12a. Working from home 77% 3.96 84

Q31a. ITSS services as a whole 77% 3.79 92

Q10a. Reliability of wired network 75% 3.93 76


Student-Specifi c QuestionsQuestion Tot Pos Mean Count

Q25. The Axess system 73% 3.76 91

Q28a. Pubsw: Availability of software for course and research needs

64% 3.73 33

Q27a. Software Licensing: Available selection of software 60% 3.64 50

Q41c. Wired network bandwidth 59% 3.64 73

Q28d. Pubsw: Stability of the software 57% 3.70 30

Undergrad Top Positive Ratings from General and Cohort SurveysQuestion Tot Pos Mean Count



Q10a. Reliability of wired network 70% 3.78 74

Q19a. ESS: Available selection of software 68% 3.80 82


Student-Specifi c QuestionsQuestion Tot Pos Mean Count


Q25. The Axess system 56% 3.48 89

Q41c. Wired network bandwidth 49% 3.35 65

Students-continued



Administrative Staff Top Concerns from General and Cohort SurveysQuestion Tot Neg Mean Count

Q7d. Billing system/statements 21% 2.97 126

Admin Staff-Specifi c QuestionsQuestion Tot Neg Mean Count

Q35f. Oracle Financial Reporting: Ease of use 53% 2.41 121

Q35e. Oracle Financial Reporting: Response time/speed of reporting

45% 2.61 116

Q35d. Oracle Financial Reporting: Effectiveness of reports in supporting your work

38% 2.71 118

Q33d. iProcurement - Requisitions 37% 2.80 127

Q33f. PCard 36% 2.84 112

Administrative Staff Top Positive Ratings from General and Cohort SurveysQuestion Tot Pos Mean Count



Q2e. HelpSU: Ease of submitting online request 77% 4.05 175

Q7b. Voice mail 76% 3.94 199


Admin Staff-Specifi c QuestionsQuestion Tot Pos Mean Count

Q43c. Online HelpSU request 66% 3.71 140

Q48a. ITSS takes a “customer-oriented” approach 64% 3.68 187

Q39c. Axess: online pay statements 59% 3.76 104

Q44a. Time to complete order form/communicate necessary information

54% 3.54 123

Q43a. IT services site 54% 3.61 87

Administrative Staff



Changes in General Survey Ratings from 2003 to 2005

The chart below illustrates changes in ratings for questions that were repeated from the 2003 survey and which were not presented too differently in the survey to as to preclude a fair comparison. It is worth noting that a significant proportion of these changes are reflected in migration from “Very Satisfied.”

The following tables include all of the comparable questions. Please note that a mean needed to move by .2 or more to represent a meaningful change.

Telecommunications Services

2003 2005 Chnge

Q7b Voice mail 3.82 3.61 -0.21

Q8a How satisfi ed are you with ITSS telecommunications services overall?

3.86 3.58 -0.27

Network Services

2003 2005 Chnge

Q9b Availability of wireless network

3.29 3.28 -0.01

Q11a Stanford network services overall

4.03 3.86 -0.17

Essential Stanford Software

2003 2005 Chnge

Q19a ESS: Available selection of software

4.13 3.66 -0.47

Q19b ESS: Timeliness of SU release of new software after vendor release

3.86 3.57 -0.29

Q19c ESS: Functionality of Stanford installers

3.99 3.75 -0.24

Q19d ESS: Helpfulness of Stanford-specifi c software documentation

3.84 3.52 -0.32

ITSS Overall

2003 2005 Chnge

Q31a ITSS services as a whole 3.93 3.78 -0.15



QA33 Financial suite of applications

2003 2005 Diff

iProcurement Averages (by MOR Assoc. for 2003 comparisons)

2.51 2.88 0.37

iProcurement - Web inquiry 3.12

iProcurement - Reimbursements

2.73

iProcurement - Catalogues 2.85

iProcurement - Requisitions 2.80

iJournals 2.73 3.06 0.33

PCard 2.68 2.84 0.16

QA34 Specialized components of Financial suite

2003 2005 Diff

Labor Schedules 2.82 3.19 0.37


2005 ONLY

QA38 Oracle Financials change over the past year

Much Worse

Worse Same

Oracle Financials change 3% 6% 50%

QA39 Key aspects of PeopleSoft applications

2003 2005 Diff

Axess: PeopleSoft Student Administration (including GFS)

3.49 3.17 -0.32

Axess: PeopleSoft human resources

3.12 3.31 0.19

ReportMart: reporting for Student Administration and Human Resources

3.10 3.15 0.05

Kronos: (time and leave system)

2.65 2.94 0.28


QA43 ITSS service ordering methods

2003 2005 Diff

IT services site 3.40 3.61 0.21

2003 to 2005 Administrative Staff Survey Changes

Better Much Better

Count

38% 2% 126



2003 to 2005 Faculty Survey ChangesQ21. Axess student administration

2005 2003 Diff

Axess student administration

3.62 3.83 -0.21

Q41. Satisfaction with Specifi ed ITSS Services

2005 2003 Diff

Q41a. Web development or publishing tools

3.21 3.49 -0.29

Q41b. Email quota 3.13 3.72 -0.60

Q41c. Wired network bandwidth

3.51 3.84 -0.33

Q41d. Cable TV 3.15 3.01 0.14

Q41e. Central File Storage (AFS)

3.13 3.50 -0.37

2003 to 2005 Student Survey Changes

Q17. Stanford email

2005 2003 Diff

Stanford email 3.95 4.14 -0.19

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Survey Results Intro • Stanford ITSS 2005 Client Survey


Stanford ITSS 2005 Client Survey • Survey Results Intro


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Group Initial Population

Size

Adjusted Population

Size

Percent of Adjusted

Population

Target Sample

Size

Anticipated Response

Rate

Initial Sample

Size

ActualResponse

% Response

Faculty 1,746 1,715 9% 150 30% 500 190 38%

Students 14,460 10,080 54% 150 40% 375 183 48%

Admin Staff 9,634 6,878 37% 150 50% 300 209 70%

Total 25,840 18,673 100% 450 20%-50% 1175 582 49%

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1st Reminder1st Reminder 2nd Reminder2nd Reminder

Tue 4/5 Wed 4/6 Fri 4/8 Sat 4/9 Sun 4/10 Mon 4/11 Tue 4/12 Wed 4/13 Thu 4/14 Fri 4/15Fri 4/15Fri 4/15Thu 4/7

Survey Results Intro • Stanford ITSS 2005 Client Survey


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Stanford ITSS 2005 Client Survey • Survey Results Intro


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25% 100% (All Respondents)

Dissatisfi edor

Less Importantor

Less Likely

Satisfi edorMore ImportantorMore Likely

Faculty, Student and Admin Responses(Only when means differ by 0.5 or more)

Stanford ITSS 2005 Client Survey • Connectivity


ConnectivityData Highlights

Wired Network74% were satisfi ed; only 8% were dissatisfi ed

Wireless Availability

Only 47% were satisfied; 26% were dissatisfied. These numbers were essentially unchanged since 2003 despite the installation of many more wireless access points.

Working Remotely

68% were satisfied with their ability to work from home while only 46% were satisfied with their ability to work while traveling. 36% of faculty were dissatisfied with their ability to work while traveling.

Email

84% were satisfied with email, but people still want better spam filtering and virus protection

Trends

It appears that even as ITSS steps up its implementation of wireless your clients have raced ahead. More and more clients indicate they want a seamless computing experience that allows them to:

Do whatever computing they need to do...

from wherever they find themselves...

whenever it’s convenient for them.

Connectivity • Stanford ITSS 2005 Client Survey


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Changes in 2005 Ratings Since the 2003 Survey



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Q15 Other email client: Count

Thunderbird 11

Gmail 10

Yahoo 7

Hotmail 2

Other 12



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Q27. How often do you use the following portable technologies?



Q28 Other portable device as referenced above: Count

Flash drive 13

Portable hard drive 4

Laptop 4

Mobile telecomm 3

Pager 2

Other 4

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Stanford ITSS 2005 Client Survey • Software


SoftwareData Highlights

Available Software Selections

63% were satisfied; only 8% were dissatisfied. In 2003 satisfaction ratings stood at 83%, indicating something signifi-cant may have influenced client expectations. Many people listed additional software they needed to do their work and almost 50 of those requests referenced Adobe products.

Timeliness of Software Release

56% were satisfied, down from 68% in 2003

Security

Despite 12.000+ clients signed up for automatic security updates, the community remains concerned about this area.

70% are satisfied with the timeliness of security updates, but only 57% are satisfied with security software tools.

To some extent, people want others to be responsible for maintaining the security of their computers. As this faculty member put it, “Security concerns force me to know more than I want to...about the Windows operating system.”

Software • Stanford ITSS 2005 Client Survey




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Software • Stanford ITSS 2005 Client Survey


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Q24. How often does your computer get backed up...

Stanford ITSS 2005 Client Survey • Telecommunications


TelecommunicationsData Highlights

Telecommunications Overall

60% were satisfied and 11% were dissatisfied. In 2003 the figures were 72% satisfied and 7% dissatisfied.

Voicemail

59% were satisfied. This number stood at 69% in 2003.

22% of faculty were dissatisfied. In 2003 the figure was 14%.

Availability of Features

Only 54% were satisfied with available telephone features.

20% of faculty were dissatisfied with available telephone features.

Billing System and Statements

Only 30% were satisfied; 23% of students and 21% of admin staff were dissatisfied.

In their text comments students in particular singled out telephone billing and bundling issues as a source of dissat-isfaction. As one wrote, “[Don’t] bundle phone services for all students next year. I am not going to use it, so it just represents a substantial rate increase.”

Trends

As cell phones and other portable telecommunications devices become more versatile, existing telecom fixtures and features may appear to be from a different era.

Telecommunications • Stanford ITSS 2005 Client Survey


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It is worth noting that the 2005 survey questions on telecommunications included a new question about the billing system and statements. Given that this received the lowest ratings, it is possible that ratings for the other telecommunications suffered through “proximity effect.”

Stanford ITSS 2005 Client Survey • Telecommunications



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Stanford ITSS 2005 Client Survey • Enhancing Computing Capability


Enhancing Computing

CapabilityData Highlights

5-HELP and HelpSU

There is a great deal of comparability between help service questions from 2003 and this latest survey. However, there is a methodological issue that confounds direct comparisons. In 2003 respondents were first asked to select the help service they used most and to then rate just that service. This may be tantamount to asking people to rate their favorite form of help (and one to which they might be favorably inclined). In 2005 respondents were asked to rate both 5-HELP and HelpSU, so this may account for some of the change. Paradoxically, though the mean ratings for all but one question went down since 2003, so did the total number of people who were dissatisfied.

Trends

Help Services continues to have considerable influence on how clients perceive ITSS overall.

As always, people want faster response times regardless of how they get help . That being said, HelpSU’s current 60% share of help requests and the importance respondents placed on better web-based help information, suggest a growing willingness on the part of some clients to more actively participate in resolving their problems. But there is a flip side. Over 40% of respondents thought it was important that problems and/or solutions be explained to them in less technical terms. Other text comments reflected a growing weariness on the part of some with trying to keep pace with technologi-cal change.

Enhancing Computing Capability • Stanford ITSS 2005 Client Survey


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Stanford ITSS 2005 Client Survey • Enhancing Computing Capability


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Enhancing Computing Capability • Stanford ITSS 2005 Client Survey


Stanford ITSS 2005 Client Survey • General Findings


GeneralFindings

ITSS Overall

General Findings • Stanford ITSS 2005 Client Survey


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General Findings

Stanford ITSS 2005 Client Survey • General Findings


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ITSS Overall

General Findings • Stanford ITSS 2005 Client Survey


Stanford ITSS 2005 Client Survey • Appendix A


Appendix ADetailed Breakdown by CohortDetailed Breakdown by Cohort

on Responses for Non-Text Questions

Appendix A • Stanford ITSS 2005 Client Survey


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Q24. How often does your computer get backed up...

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Stanford ITSS 2005 Client Survey • Faculty Results


Faculty SurveyFaculty SurveyResults

Faculty Results • Stanford ITSS 2005 Client Survey


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Stanford ITSS 2005 Client Survey • Student Results


Student SurveyStudent SurveyResults

Student Results • Stanford ITSS 2005 Client Survey


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Stanford ITSS 2005 Client Survey • Administrative Staff Results


Administrative StaffSurvey Results

Data Highlights

Oracle Financials

There was broad improvement in ratings for Oracle Financials, but they remain low.

40% were dissatisfied with iProcurement in 2003, but in 2005 that figure stood at 30%.

35% were dissatisfied with iJournals in 2003; 21% were dissatisfied in 2005.

43% were dissatisfied with PCardin 2003; 36% were dissatisfied in 2005.

29% were dissatisfied with Labor Schedules in 2003; but only 7% were dissatisfied in 2005.

There is some ambiguity surrounding comparisons for Authority Manager as it was asked about only once in 2003, but appeared under two separate headings in 2005 (Oracle and PeopleSoft).

PeopleSoft

Ratings for PeopleSoft showed broad improvement, but they remain low.

24% were dissatisfied with Axess PeopleSoft HR; 8% were dissatisfied in 2005.

23% were dissatisfied with ReportMart in 2003, 18% were dissatisfied in 2005, a very modest change.

47% were dissatisfied with Kronos in 2003; 33% were dissatisfied in 2005.

There is some ambiguity surrounding comparisons for Axess as it was asked in 2003 and 2005. In 2003 the question was simply about “Axess” while in 2005 it referred to “Axess Sudent Administration (including GFS).”

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Administrative Staff Results • Stanford ITSS 2005 Client Survey


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There is some ambiguity surrounding comparisons for Authority Manager as it was asked about only once in 2003, but appeared under two separate headings in 2005 (Oracle and PeopleSoft).



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Q47. Other communications device as referenced in Q46f above:Ads/tips through department mailCommunicated through our local technology manager.Concierge or advocate program, town hall meetings?Getting through, and reaching a real person via telephone.D hospital tel syst.=horrible!I didn’t even know about what is listed above...improve communication!I read ITSS DigestI read ITSS Digestmore visible announcements (beyond netadmin list) of service changesOngoing STAR training that truly meets our needs.RSS feed from the webpagesSpeaking of ComputersWhat are the ITSS Services Review Presentations and the Email News Flash?

* See Q47 below for detail



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Stanford ITSS 2005 Client Survey • Appendix C: Survey Instruments


Appendix BCorrelations with Overall Satisfaction

Appendix C: Survey Instruments • Stanford ITSS 2005 Client Survey


The Relationship between Specific Services and Overall Satisfaction with ITSS

The table below presents the relationship between the service ratings questions from the general section and the expressed overall satisfaction with “ITSS services as a whole.” The column labeled R2 indicates the strength of this relationship. For example, it could generally be said that 43% of the satisfaction, or dissatisfaction, with ITSS is attributable to the “Problem resolution overall.” It should be noted that the individual question percentages are not additive because they typically overlap in what they measure.

QuestionItems in blue indicate questions that are primarily related to direct support.

R2* Strength of correlation

Problem resolution overall 43%

Moderateto high

How satisfied are you with ITSS telecommunications services overall? 37%Turnaround time for resolving your problem (5-help) 36%Timeliness of initial response to your inquiry (5-help) 35%Turnaround time for resolving your problem (helpSU) 34%Timeliness of initial response to your inquiry (helpSU) 30%

Moderateto low

Ability to solve problem (helpSU) 30%Professionalism (helpSU) 29%Stanford network services overall 29%Ability to solve problem (5-help) 29%Ability to get through to a person (5-help) 26%Professionalism (5-help) 25%Ease of submitting online request (helpSU) 24%Stanford email overall 21%Problem resolution (Telecom) 17%

Low

Reliability of network (Wired) 17%Billing system/statements (Telecom) 17%Timeliness of security software updates 15%Availability of network (Wired) 14%Effectiveness of documentation and instructions in preventing attacks 13%Guest registration process (Wireless) 13%Availability of features (Telecom) 13%Effectiveness of documentation and instructions in recovering from attacks 13%Software tools provided by ITSS (e.g., BigFix, SpySweeper,etc.) 13%Stanford services working from home 12%Availability of network (Wireless) 12%Timeliness of Stanford release of new software after vendor release 11%Helpfulness of Stanford-specific software documentation 11%Signal strength (Wireless) 10%

Very low

Stanford services while traveling 9%Functionality of Stanford installers 9%Available selection of software 9%Voice mail 7%

* R2 is Pearson’s Correlation squared expressed as a percentage.

Stanford ITSS 2005 Client Survey • Appendix C: Survey Instruments


Differences by cohort group for the table (opposite):

The administrative and faculty patterns were very similar, but the faculty had a somewhat higher association between “technical” issues, especially remote access, and their overall rating of ITSS. In comparison to administrative staff and faculty, students had the most pronounced tendency to associate technical services with their overall rating of ITSS.

Some additional correlations from the cohort specific questions are provided below. In addition, general section items that may have varied greatly for a specific cohort group are also included.

Administrative Staff R2

ITSS takes a customer-oriented approach 56%

IT services site 27%

Classroom training for PeopleSoft student administration 25%

The “customer-oriented” question above had the highest correlation of any question to overall satisfaction with ITSS.

Faculty

Stanford services working from home 23%

Axess student administration 17%

Stanford services while traveling 14%

Students

Cable TV 22%

Stability of the software (Pubsw) 22%

Billing system/statements (Telecom) 22%

Wired network bandwidth 21%

Availability of software for course and research needs 16%

2005 Stanford ITSS Client Satisfaction Survey...2018/02/16 · ITSS has made strides in improving...

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