2008 Client Satisfaction Survey
About the Survey
In October, 2008, IS&T asked a sample population of faculty members, students, and administrative staff to complete a satisfaction survey. This was the sixth 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 with the feedback and suggestions.
The response rate from those we invited to complete the survey met our expectations with 605 respondents, about 41% 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 the coming year.
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 2008 Client Satisfaction Survey Report
