2003 Client Satisfaction Survey
About the Survey
In November 2003, IS&T asked a sample population of faculty members, students, and administrative staff to complete a satisfaction survey. This was the third in a series of IS&T customer surveys that began in 2000 and have been conducted every 18 months since. The purpose of the survey was to:
- Find out how customers rate IS&T services and support;
- Ascertain what contributes to customer satisfaction or dissatisfaction;
- Give customers an opportunity to influence IS&T priorities.
The response rate from those we invited to complete the survey met our expectations with 530 respondents, about 42% of those invited. In order to ensure objectivity and confidentiality, we contracted with an external firm to conduct the survey. MOR Associates, who recently completed similar surveys for Stanford and NYU, administered the survey and assessed the results. You can review their complete report below.
Since the survey was conducted, IS&T has made a number of improvements that address some of concerns our customers expressed:
- WebMail has been upgraded to the latest release of IMP and a second server was added to improve performance.
- An improved version of SpamAssassin was released to help better filter all that annoying spam mail that respondents complained about in the survey.
- Three more dormitories have had their network renovated and wireless access with 100 MB service, coming on line in January 2004.
- iPass, a program that makes remote access to MIT easier while travelling, was released.
With the feedback gathered through the survey as a key consideration, the IS&T Leadership Team prioritized a number of areas we intend to improve on in the year ahead. These include:
- Further expanding wireless access on campus. This was one of the most widely supported needs identified by faculty and students.
- Automating security updates so you can minimize the risk of virus attacks. This was seen as a concern across all the groups responding to the survey. A "Software Update Service" is currently being piloted in four DLCs and after this test the service will be rolled out to anyone on campus who wants to sign up.
- The IS&T Client Services group is working on providing more self-help tools while also working to improve problem resolution times within the Help Desk area.
- Upgrades are being planned for the functionality of the telephone system.
- Coordinated outreach across IS&T, centered on a "Product push of the month"
We are grateful to the respondents for their continued support of this key initiative. Please direct your comments or questions to measures@mit.edu. Our goal is to continue to strive to provide the best services possible, commensurate with the excellence that MIT represents.
Jerry Grochow
Vice President for Information Services & Technology
Survey Results
Results of the General Survey
General Survey [PDF]
Results of Questions Specific to Client Communities
Administrative [PDF]
Faculty and Research/Academic [PDF]
Students [PDF]
Complete Details of the Survey Process
Detailed View of Survey Development
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