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Customer Satisfaction Surveys

 

 

IS&T periodically conducts customer satisfaction surveys to help the organization better understand how to serve the MIT Community. Participants in the survey were selected at random from the faculty, students and administrative communities at MIT.

The survey instrument created in 2003 was used by MIT and adapted for use by Stanford ITSS and New York University's ITS. A detailed view of the project and process that led to it is available from within the 2003 results page.

That instrument was adapted in 2005, with some attempt made to overcome limitations in the prior design. Among these changes was the move from a 5-point Likert satisfaction scale to a 6-point scale, intended to increase the sensitivity of the instrument in the slightly satisfied/dissatisfied area in the center of the scale. This change and a discussion of maintaining comparisons across years is available in appendices on the 2005 results page. This survey was updated slightly but essentially repeated for 2007.

It was again updated for 2008, balancing the need to survey new services and technologies with the need to track the changes in performance of certain services over time.

 

The latest 2008 MIT Survey Results are now posted, as is a copy of the survey instrument.

 

For more information, please contact ist-survey@mit.edu

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