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Opening Title Slide. Agenda Survey’s Purposes Who Was Asked, Who Responded Scales and Validity Survey Highlights Next Steps.

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Presentation on theme: "Opening Title Slide. Agenda Survey’s Purposes Who Was Asked, Who Responded Scales and Validity Survey Highlights Next Steps."— Presentation transcript:

1 Opening Title Slide

2 Agenda Survey’s Purposes Who Was Asked, Who Responded Scales and Validity Survey Highlights Next Steps

3 Survey’s Purposes Gauge Satisfaction Levels with Services Find Out What’s IMPORTANT to Clients Provide Data for Strategic Planning

4 444 Scales in the Survey

5 Validity 95% Confidence Level Target Confidence Level.2 3.303.503.70

6 Service Areas We Asked About Computer Network Services Remote Access Email Getting Help with Computers Computer Training Hardware Services Administrative Apps JeffCal Web Services

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9 + Email and Wired Network + QuestionMeanTot Sat Count Q23a. Email system uptime and availability 4.5686%870 Q26a. TJU email and Webmail overall 4.5687%875 Q19a. Wired network speed and performance 4.5685%764

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11 + Pulse and Banner + QuestionMeanTot Sat Count Q27d. Pulse4.6790%813 Q27b. Banner WEB for Students 4.5586%337 Q27a. Banner4.4886%469 Q27c. Banner WEB for Faculty 4.3983%307

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14 Connectivity Whatever Wherever Whenever

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16 Wireless Connectivity Is a Priority QuestionMeanTot Dis Count Q18b. Availability of the wireless access for visitors 3.0357%230 Q18c. Availability of wireless coverage 3.4048%336 89% of respondents indicated that additional wireless coverage was important. (n=640)

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18 Remote Access Is Also a Priority QuestionMeanTot Dis Count Q22b. Ability to access TJU resources while traveling 4.0230%490 Q22a. Ability to access while working from home 4.2224%682 92% of respondents indicated that improved remote access was important. (n=702)

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20 JeffCal QuestionMeanTot Dis Count Q30a. JeffCal overall3.2651%283 With the exception of “JeffCal system uptime and availability”, JeffCal received very low ratings across the board, with ratings ranging from 3.24 to 3.59, and dissatisfaction response counts ranging from 40% to 52%.

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23 Web Services QuestionMeanTot Dis Count Q32a. TJU’s Web services: The process for creating a new site 3.6642%271 TJU’s Web services also received low ratings across the board, with ratings ranging from 3.59 to 3.85, and dissatisfaction response counts ranging from 36% to 42%.

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26 Help Services QuestionMeanTot Dis Count Q8c. Computer support services: The turnaround time for resolving your problems 3.9333%751 Q14a. TJU help and support overall 4.2523%855 Ratings were better than some, but n was high.

27 + Help Services + QuestionMeanTot Sat Count Q8f. The technical ability of the support staff at Jeff-IT 4.5683%742 Q8e. The technical ability of the support people providing support in the TAC 4.4882%722

28 Helping People Help Themselves

29 88% of respondents said improved Web- based self-help information was important. 89% of respondents said it was important to have an authoritative source of information on how Jeff-IT is organized and how to access the services it provides.

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31 Jeff-IT Overall QuestionMeanTot Sat Count Q39a. Jeff-IT Overall4.2578%863

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34 So What Does This All Mean?


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