2007 Client Satisfaction Survey

About the Survey

In April, 2007, IS&T asked a sample population of faculty members, students, and administrative staff to complete a satisfaction survey. This was the fifth in a series of IS&T customer surveys that began in 2000 and have been conducted every 18 months or so 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 686 respondents, about 38% of those invited. To ensure objectivity and confidentiality, we contracted with an external firm to conduct the survey. MOR Associates (which regularly conducts similar surveys for Stanford, NYU and other universities) administered this survey and assessed the results.

In past years, IS&T has used the survey input to help prioritize improvements that address some of concerns our customers expressed. We expect to continue this process in 2007.

We are grateful to the respondents for their continued support of this key initiative. Please direct your comments or questions to ist-survey@mit.edu. Our goal is to continue to strive to provide the best services possible, commensurate with the excellence that MIT represents.

Survey Results

Note: All files are in PDF format.

Executive Summary
Executive Summary

Results of the General Survey
General Survey

Results of Questions Specific to Client Communities
Administrative 
Faculty and Research/Academic 
Students 

Appendices
Methodology
Changes in Ratings over the Years, Correlations to Overall Satisfaction

Complete Report
IST 2007 Client Satisfaction Survey Report
This edition does not contain Appendix A, the text comments, which were considered too sensitive to post publicly.