How well does your Tech Support support Higher Ed? Do you and should you measure? Michael H. Deis,...
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Transcript of How well does your Tech Support support Higher Ed? Do you and should you measure? Michael H. Deis,...
How well does your Tech Support support Higher Ed? Do you and
should you measure?
Michael H. Deis, MBA Director and Associate Professor of Management
Joyce SanduskyProgram Coordinator, Technical
Clayton State University
HUB Survey Fall 2006
Why Survey?
• Establish baseline for CLP
• Where we are/are not meeting client needs
• Determine staff training needs
HUB Survey Fall 2006
HUB Survey
• Demographics
• Attributes
• Evaluation
HUB Survey Fall 2006
18.6%Staff
9.6%Faculty
71.8%Student
CategoryStudentFacultyStaff
Q1 Survey Respondent Status
209
54
28
HUB Survey Fall 2006
Commute Time
Num
ber
of Resp
onse
s
More Than 1 Hour31-60 Minutes16-30 MinutesLess Than 15 Minutes
120
100
80
60
40
20
0
13
100106
60
Q 21 - Commute Time
HUB Survey Fall 2006
Age
Num
ber
of Resp
onse
s
65+51-6441-5031-4022-3016-21
70
60
50
40
30
20
10
0
3
44
49
58
70
54
Q22 Age
HUB Survey Fall 2006
Cum %
16-21 54 19.42% 19.42%
22-30 70 25.18% 44.60%
31-40 58 20.86% 65.47%
41-50 49 17.63% 83.09%
51-64 44 15.83% 98.92%
65+ 3 1.08% 100.00%
Total Responses
278
Age
HUB Survey Fall 2006
Num
ber
of Resp
onse
s
9+7-8
4-6
1-3
100
80
60
40
20
0
32
22
50
103
Q31 Number of Semesters
HUB Survey Fall 2006
53.8%Other
5.2%Biology (B.S.)
5.7%Administrative Managem
6.7%Accounting (B.B.A
7.1%Integrative Stud
9.5%Psychology and Hu
11.9%Nursing (B.S.N.)
Category
Administrative Management (B.A.S.)Biology (B.S.)Other
Nursing (B.S.N.)Psychology and Human Services (B.S.)Integrative Studies (B.A./B.S.)Accounting (B.B.A.)
Q32 Major
Majors representing less than 5% of respondents are grouped as Other.
HUB Survey Fall 2006
15.8%Basic
27.2%Advanced 57.0%
Intermediate
CategoryIntermediateAdvancedBasic
Q41 How would you rate your computer skills?
159
44
76
HUB Survey Fall 2006
How do you use your computer?
Num
ber
of re
sponse
s
Apt/H
ome se
arch
Insta
nt M
essa
ging
Music/
Movie
D/L
Job se
arch
Playin
g ga
mes
Payin
g bills
Wor
k
Trav
el
Onlin
e ba
nking
Onlin
e sh
oppin
g
Course
work
Rese
arch
300
250
200
150
100
50
0
105
138150
172174178180188
228230234
258
277
Q42 How do you use your computer?
HUB Survey Fall 2006
Visits/ Calls to HUB
Num
ber
of Resp
onse
s
8+4-71-30
200
150
100
50
0
10
35
178
55
Q43 - Visits/ Calls to the HUB
HUB Survey Fall 2006
18.3%Other
6.7%Email asst.
10.5%Hardware t/s
13.1%Password/PIN
13.3%Software t/s
13.5%S/P-Prntr install/t/s
24.5%Software install
Category
Hardware t/sEmail asst.Other
Software installS/P-Prntr install/t/sSoftware t/sPassword/PIN
Q51 Services Received - STUDENT
HUB Survey Fall 2006
8.1%Other
5.6%Software assistance
6.5%TechSupport
6.5%TechAsst SchApps
6.5%Password/PIN
8.1%Printer
10.5%Email assistance 10.5%
Laptop distribution
10.5%Software t/s
12.1%Telephone
15.3%Hardware t/s
Category
Email assistancePrinterPassword/PINTechAsst SchAppsTechSupportSoftware assistanceOther
Hardware t/sTelephoneSoftware t/sLaptop distribution
Q61 Services you received - FACULTY
HUB Survey Fall 2006
18.4%Other
10.4%Telephone
10.0%Email assistance
9.0%D/T S/W T/S
8.5%D/T setup
8.5%D/T S/W assistance
8.0%TechAsst Sch Apps
7.5%Printer asst T/S
7.5%D/T H/W T/S
6.5%Asst Comp/Equip Acq
6.0%L/T S/W T/S
Category
TechAsst Sch AppsD/T S/W assistanceD/T setupD/T S/W T/SEmail assistanceTelephoneOther
L/T S/W T/SAsst Comp/Equip AcqD/T H/W T/SPrinter asst T/S
Q71 Services Received - STAFF
HUB Survey Fall 2006
Q91 Friendly
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral-
32
Stro
ngly
Disa
gree
- 1
50
40
30
20
10
0
46
19
522
Q91 - HUB Staff is Friendly
HUB Survey Fall 2006
Q91 Friendly Individual % Cum %
Strongly Agree - 5 46 62.16% 62.16%
4 19 25.68% 87.84%
Neutral - 3 5 6.76% 94.59%
2 2 2.70% 97.30%
Strongly Disagree - 1 2 2.70%100.00
%
HUB Survey Fall 2006
Q92Neat
Num
ber
of Resp
onse
s
Strong
ly Ag
ree -
54
Neutral -
32
40
30
20
10
0
40
20
8
5
Q92 HUB Staff is neat.
HUB Survey Fall 2006
Q92 Neat Individ % Cum %
Strongly Agree - 5 40 54.79% 54.79%
4 20 27.40% 82.19%
Neutral - 3 8 10.96% 93.15%
2 5 6.85% 100.00%
Strongly Disagree-1 0.00% 100.00%
HUB Survey Fall 2006
Appropriately Dressed
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral -
32
Strong
ly Disa
gree
- 1
40
30
20
10
0
42
16
9
5
1
Q93 HUB Staff is appropriately dressed.
HUB Survey Fall 2006
Helpful
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral -
32
Strong
ly Disa
gree
- 1
50
40
30
20
10
0
45
20
35
1
Q94 HUB Staff is helpful.
HUB Survey Fall 2006
Q94 Helpful Individ % Cum %
Strongly Agree - 5 45 60.81% 60.81%
4 20 27.03% 87.84%
Neutral - 3 3 4.05% 91.89%
2 5 6.76% 98.65%
Strongly Disagree-1 1 1.35% 100.00%
HUB Survey Fall 2006
Q95-Patient
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral -
32
Strong
ly Disa
gree
- 1
50
40
30
20
10
0
45
19
541
Q95 - HUB Staff is patient.
HUB Survey Fall 2006
Q95 Patient Individ % Cum %
Strongly Agree - 5 45 60.81% 60.81%
4 19 25.68% 86.49%
Neutral - 3 5 6.76% 93.24%
2 4 5.41% 98.65%
Strongly Disagree-1 1 1.35% 100.00%
HUB Survey Fall 2006
Q101- Understood
Num
ber
of
Resp
onse
s
40
30
20
10
0
35
30
221
Q101 - HUB Staff seemed to understand my problem.
HUB Survey Fall 2006
Q101 Understand Individ % Cum %
Strongly Agree - 5 35 50.00% 50.00%
4 30 42.86% 92.86%
Neutral - 3 2 2.86% 95.71%
2 2 2.86% 98.57%
Strongly Disagree-1 1 1.43% 100.00%
HUB Survey Fall 2006
Q102 - Communicated
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral-
32
Stro
ngly
Disa
gree
- 1
40
30
20
10
0
38
22
6
23
Q102 - HUB Staff communicated clearly what was being done.
HUB Survey Fall 2006
Q102Communicated Individ % Cum %
Strongly Agree - 5 38 53.52% 53.52%
4 22 30.99% 84.51%
Neutral - 3 6 8.45% 92.96%
2 2 2.82% 95.77%
Strongly Disagree-1 3 4.23% 100.00%
HUB Survey Fall 2006
Q103-Explained Time
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral -
32
Strong
ly Disa
gree
- 1
30
25
20
15
10
5
0
29
21
11
64
Q103 - HUB Staff explained how long it would take for resolution.
HUB Survey Fall 2006
Q103-Explained Individ % Cum %
Strongly Agree - 5 29 40.85% 40.85%
4 21 29.58% 70.42%
Neutral - 3 11 15.49% 85.92%
2 6 8.45% 94.37%
Strongly Disagree-1 4 5.63% 100.00%
HUB Survey Fall 2006
Q104 - Concerned/ Time
Num
ber
of Resp
onse
s
Stro
ngly
Agre
e - 54
Neutral -
32
Strong
ly Disa
gree
- 1
30
25
20
15
10
5
0
28
22
13
5
2
Q104 - HUB Staff seemed concerned with my time.
HUB Survey Fall 2006
Q104-Concerned Individ % Cum %
Strongly Agree - 5 28 40.00% 40.00%
4 22 31.43% 71.43%
Neutral - 3 13 18.57% 90.00%
2 5 7.14% 97.14%
Strongly Disagree-1 2 2.86% 100.00%
HUB Survey Fall 2006
Q181 - Visit Web
Num
ber
of Resp
onse
s
NoYes
200
150
100
50
0
55
188
Q181 - Visit HUB web
HUB Survey Fall 2006
Q182-Visit FAQs
Num
ber
of Resp
onse
s
NoYes
12
10
8
6
4
2
0
7
11
Q182 - Visit FAQ's?
HUB Survey Fall 2006
Q183 - FAQs helpful?
Num
ber
of Resp
onse
s
NoYes
10
8
6
4
2
0
1
10
Q183 FAQs helpful?
HUB Survey Fall 2006
Q191 - Used Guides Students
Num
ber
of
Resp
onse
s
NoYes
9
8
7
6
5
4
3
2
1
0
9
1
Q191 - Guides for Students
HUB Survey Fall 2006
Q201 - Guides for Faculty
Num
ber
of Resp
onse
s
NoYes
14
12
10
8
6
4
2
0
13
12
Q201 Guides for faculty
HUB Survey Fall 2006
Q211 - Guides for Staff
Num
ber
of Resp
onse
s
NoYes
40
30
20
10
0
35
16
Q211 - Guides for Staff
HUB Survey Fall 2006
Q231 - Speed of Resolution
Num
ber
of Resp
onse
s
Very
Supe
rior432
Very In
ferio
r
100
80
60
40
20
0
92
104
51
93
Q231 - Speed of Problem Resolution
HUB Survey Fall 2006
Q231 Speed Indiv % Cum %
Very Superior - 5 92 35.52% 35.52%
410
4 40.15% 75.68%
3 51 19.69% 95.37%
2 9 3.47% 98.84%
Very Inferior - 1 3 1.16%100.00
%
HUB Survey Fall 2006
Q232 Courtesy
Num
ber
of Resp
onse
s
Very
Supe
rior432
Very In
ferio
r
100
80
60
40
20
0
98
87
33
51
Q232 - Courtesy of Staff
HUB Survey Fall 2006
Q232 Courtesy Indiv % Cum %
Very Superior - 5 98 43.75% 43.75%
4 87 38.84% 82.59%
3 33 14.73% 97.32%
2 5 2.23% 99.55%
Very Inferior - 1 1 0.45%100.00
%
HUB Survey Fall 2006
Q233-Ease of Doing Business
Num
ber
of Resp
onse
s
Very
Supe
rior432
Very In
ferio
r
140
120
100
80
60
40
20
0
126
85
39
53
Q233 - Ease of Doing Business
HUB Survey Fall 2006
Q233 Ease Indiv % Cum %
Very Superior - 5 126 48.84% 48.84%
4 85 32.95% 81.78%
3 39 15.12% 96.90%
2 5 1.94% 98.84%
Very Inferior - 1 3 1.16%100.00
%
HUB Survey Fall 2006
Attribute
4+
Appro
val
90
80
70
60
50
40
30
20
10
0
70.471.475.7
79.481.882.282.684.586.587.887.8
92.9
Attribute Rankings 4+