User Satisfaction with ITSC Services in the Past 4 Years
As in the past years, we conducted the annual user satisfaction survey in April to solicit feedbacks from staff and students about various ITSC services. This has been a very important exercise in our IT service management framework emphasizing continuous service improvement. Namely, the survey helps us learn directly and objectively whether the services provided do meet our users’ needs, and identify those areas that need improvement or enhancement. These feedbacks have been helping steer the upcoming development of the campus IT infrastructure and services.
We have received an active participation of 1363 users (1112 students and 251 staff) in the survey this year. Just like previous years, the rating is measured using a 7-point scale from strongly disagree (1) to neutral (4) to strongly agree (7). I am excited to report that the overall user satisfaction rating has reached a record high this year: 93% of staff respondents and 90% of student respondents rated satisfaction at or above 5 (i.e. from slightly agree to strongly agree) whereas only about 1% of staff and 4% of students rated at or below 3 (i.e. from slightly disagree to strongly disagree), as illustrated in the following diagrams.
The graph on the right shows the percentage of users rated score 5-7 for the past 4 years. It is worth noting that there was a drop in year 2018 on the satisfaction rating from staff. Looking at the feedbacks and comments received, this was mainly due to the launch of the Two Factor Authentication (2FA) since March-2017. With the continuous efforts from the 2FA launch team, like setting up promotion booth, providing ongoing briefing to colleagues, and methods to ease users impact, it is good to see the gradual rise of acceptance by colleagues and the appreciations of the higher level of security that 2FA brings. While for students, the 2FA launch was comparably smoother and quicker for adoption
On the students’ satisfaction rating, there was a noticeable drop in year 2017, which was mainly due to Wi-Fi connection problem on campus and poor Wi-Fi connections in the student halls. Several enhancements were subsequently made. Those included an upgrade to new generation networking equipment, improvements of the outdoor Wi-Fi coverage with additional wireless access points, as well as introduction of a new design concept of in-room Wi-Fi access points where an access point is installed in each hostel room. Upon completion of the enhancement, we’re happy to see the satisfaction rate has reached to a record high of 90%. Nevertheless, we shall continue to seek for improvement and enhancement opportunities.
