1. Esnet Customer Satisfaction Survey (III) Phil DeMar Summer ESCC meeting July 14, 2010

2. As Promised, I’m Back…

3. General Survey Roadmap Repeat previous year’s ESCC-level survey Consolidate NLCIO-level survey back into ESCC-level one  Need some help here… Site identification w/ survey ratings anonymity Similar process as last year 1. Any survey polishing required 2. Use SurveyMonkey to conduct the survey 3. Target distribution ~August 1, with 10 days to respond Does incorporating higher-level survey questions compromise 10-day turn-around?

4. Last Year’s Survey (I)

5. Last Year’s Survey (II)

6. Previous ESCC-level Survey Results 2008 results:  13 responses (10 Office of Science Labs; 1 NNSA; 2 partner)  Overall rating – 4.75 (5 point scale)  High score areas (4.5-5.0) – Operations & upgrades  Lower score areas (4.0-4.5) – Higher-level services & statistics 2009 results:  14 responses (10 Office of Science Labs; 2 NNSA; 2 partner)  Overall rating – 4.93 (5 point scale)  All survey areas 4.5 or higher Any reason(s) to modify the basic ESCC survey?  Results are probably quite predictable…

7. What to do about NLCIO-level feedback… Separate surveys didn’t work out that well  By-and-large, ended up with ESCC reps anyway Suggestion: ask small # of high-level questions in ESCC survey  Does this make sense?  Will questions get to right people?

8. Top-level questions from NLCIO survey 1. Rate your satisfaction with how well current ESnet network services meet the needs of your site’s users, staff, and collaborators 2. Rate your satisfaction with how well current higher-level ESnet services, including audio/video conferencing services and DOEgrid Certificate Services meet the needs of your site’s users, staff, and collaborators 3. Rate ESnet responsiveness in planning to meet your site’s projected wide-area network needs 4. Rate how well ESnet network services complement your cyber security efforts, noting that ESnet does not provide site security services 5. Rate your satisfaction with your site’s interaction with ESnet