ITServices Customer Satisfaction Survey

Section I - Satisfaction with Technology & Services

For a full description of services, click on the link named, Services , which will open in a separate browser window.

Instructions: For each service below, click along the scale range (1-6) between 1=Very Dissatisfied and 6=Very Satisfied.
Use the following definitions for your choices:
1= Very Dissatisfied, 2= Dissatisfied, 3= Somewhat Dissatisfied, 4= Somewhat Satisfied, 5= Satisfied, 6= Very Satisfied

Please indicate if you do not currently use a service.

Service Improvement
Your input is important. Responses to this question will ensure that faculty and staff priorities for service improvement will be integrated with ITServices improvement planning initiatives.

Instructions: In order of importance to your work, please list up to three service improvements.

1. 100 characters
2. 100 characters
3. 100 characters


Section II - Importance of Technology & Services Instructions: Please indicate the extent to which the following technology and services are important in the performance of your role at Queen's. Click along the scale range (1-6) between 1=Not Important and 6=Very Important.

1) PDF version of the Queen's phone directory for printing Not Important Very Important I do not use this service	2) Management of your Windows server in ITServices Not Important Very Important I do not use this service
3) Access to email from mobile devices Not Important Very Important I do not use this service	4) QShare for online file sharing and storage Not Important Very Important I do not use this service
5) Unified desktop productivity email/calendar/task lists Not Important Very Important I do not use this service	6) Single sign on - login once and have access to all services Not Important Very Important I do not use this service
7) Enterprise directory (query LDAP from email address book) Not Important Very Important I do not use this service	8) Dialup modem access Not Important Very Important I do not use this service
9) Extended after business hours support for systems and applications at a cost Not Important Very Important I do not use this service	10) Personal web space Not Important Very Important I do not use this service
11) Jeffery 156 computer classroom site Not Important Very Important I do not use this service	12) Office telephone forwarding to mobile telephone Not Important Very Important I do not use this service


Section III - Importance of Additional Services Below are services not currently provided by ITServices. To what extent would the following services be important in the performance of your role if they became available in the future? Instructions: Please click along the scale range (1-6) between 1=Not Important and 6=Very Important.

1) Instructor support for tablets in classrooms Not Important Very Important	2) Electronic business process management tools Not Important Very Important
3) Wireless Network Access in outside spaces on campus Not Important Very Important	4) Telephone voice messages delivered to your email inbox Not Important Very Important
5) Instructor support for smart phones in classrooms Not Important Very Important	6) Communicate ITServices notices and news via Twitter and Facebook Not Important Very Important
7) Client focused data center for hosting campus users hardware (Separate from ITServices hardware) Not Important Very Important	8) Shared email distribution lists Not Important Very Important


General Comments Instructions: We would be very interested in reading your comments about our services.

About You

Instructions: This last section is important and will allow ITServices to consider the diversity of responses common to and between faculty and staff groups on campus.

1) What is your primary role at Queen's?

Faculty

Staff

2) How many years have you been employed in your primary role at Queen's University?

Less than 5

5-10

11-15

16 or more

3) In general, which best describes your current skill level using computing technology?

Novice

Advanced beginner

Proficient

Expert

4) Which personal computer or workstation do you use most frequently for your work?

Windows

Macintosh

Linux

5) ITServices invited over 300 customers to Pilot Test this survey.
Please check YES below only if you submitted a survey during the plot testing.

YES, I submitted an earlier version of this survey during testing.

ITServices Customer Satisfaction Survey

Section I - Satisfaction with Technology & Services

Section II - Importance of Technology & Services

Section III - Importance of Additional Services

About You