2003 Client Satisfaction Survey
On this page:
About the Survey
Survey Planning, Design and Administration
Analysis and Reporting
Action Planning
About the Survey
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.
The links below collect the resources we used in developing the tool and portray the results as well as action plans that IS&T has developed in response.
Survey Planning, Design and Administration
Planning the Survey
Process Map [ gif] [ pdf]
graphic depiction of the 16 steps in the process.
Critical Success Factors [pdf - 43 KB]
Building Support, Managing the Process, Designing the Survey, Reporting, Putting the Results to Work, Cautions
Methodology [PFD format]
MIT's Methodology
E.g., Sample size
Survey Design Bibliography
Non-Response Bias, Constructing Likert Scales
Survey Design
Guidelines for Developing Questions [PDF]
Communications
Sample letter to IS&T staff [PFD]
Invitation Letter from the IS&T VP [PFD]
emailed to respondents in sync with the paper coupon.
Paper Invitation / Coupon [gif] and its reverse [gif]
mailed to respondents in sync with the email invite.
Analysis and Reporting
About Analyzing the Results [PFD]
Credibility Discussion [PFD]
Representativeness, Reliability
Results of the General Survey [PFD]
Results of Questions Specific to Client Communities [PDF]
Faculty and Research/Academic section
Action Planning
About Sharing the Results [PFD]
Stakeholder Worksheet [PFD]
to help generate actions in response to results
