Client Satisfaction Survey
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2009 IT Services Client Satisfaction Survey Results
Since November 2003, IT Services has conducted annual satisfaction surveys. The most recent survey was completed in April 2008. Each year, we ask a sample population of faculty members, undergraduate and graduate students, and administrative staff to complete the survey. The survey's purpose is to:
- Find out how clients rate services and support provided by IT Services;
- Ascertain factors that contribute to client satisfaction or dissatisfaction; and
- Give clients a voice to influence IT Services priorities and potential initiatives.
Our ultimate goal is to provide an excellent client experience that supports the teaching, learning, research, and business needs of the Stanford community.
The survey is distributed to approximately 1200 members of the Stanford community, excluding staff from IT Services. Our target response rate is 450 responses. This type of response provides a high level of statistical validity when it comes to analyzing the data. Typically, response rates have exceeded our expectations; we receive approximately 500 completed surveys each year. This robust response rate increases the likelihood that these results accurately reflect the views of the broader Stanford community.
The survey spans a range of topics, including customer service, help desk, telecommunications, networking, email and webmail, security, remote access, data storage and other technical services. We contract with an external firm to conduct the survey in order to ensure objectivity and confidentiality. MOR Associates administered the survey and assessed the results. A link to these reports is provided below.
There were several questions that required written responses. Those responses are not posted with these public findings. Directors and managers will discuss these results with workgroup staff to identify themes and concerns that can feed back to IT Services annual initiatives as well as into workgroup planning and individual annual goal setting.
Thank you for your continued attention to and support of this key initiative. You can direct questions or comments to its-survey@lists.stanford.edu.
The 2009 IT Services Client Satisfaction Survey Team
Jan Cicero, Bill Clebsch, Heather Flanagan, Tom Goodrich, Jim Knox, Nan McKenna, Chris Lundin, Suzanne Schiessler, Christine Soldahl, Nancy Ware
View Survey and Survey Results
- Download the IT Services 2009 Client Satisfaction Survey Results:
The Complete Results PDF contains
- Overview of Results
- 2009 Client Satisfaction Results
- Client Survey Instrument
- Client Survey Methodology
Note: Each group (faculty, students, and staff) received a survey that had identical general questions and some unique questions for the particular audience.
2008 IT Services Client Satisfaction Survey Results
Since November 2003, IT Services has conducted annual satisfaction surveys. The most recent survey was completed in April 2008. Each year, we ask a sample population of faculty members, undergraduate and graduate students, and administrative staff to complete the survey. The survey's purpose is to:
- Find out how clients rate services and support provided by IT Services;
- Ascertain factors that contribute to client satisfaction or dissatisfaction; and
- Give clients a voice to influence IT Services priorities and potential initiatives.
Our ultimate goal is to provide an excellent client experience that supports the teaching, learning, research, and business needs of the Stanford community.
The survey is distributed to approximately 1200 members of the Stanford community, excluding staff from IT Services. Our target response rate is 450 responses. This type of response provides a high level of statistical validity when it comes to analyzing the data. Typically, response rates have exceeded our expectations; we receive approximately 500 completed surveys each year. This robust response rate increases the likelihood that these results accurately reflect the views of the broader Stanford community.
The survey spans a range of topics, including customer service, help desk, telecommunications, networking, email and webmail, security, remote access, data storage and other technical services. We contract with an external firm to conduct the survey in order to ensure objectivity and confidentiality. MOR Associates administered the survey and assessed the results. A link to these reports is provided below.
There were several questions that required written responses. Those responses are not posted with these public findings. Directors and managers will discuss these results with workgroup staff to identify themes and concerns that can feed back to IT Services annual initiatives as well as into workgroup planning and individual annual goal setting.
Thank you for your continued attention to and support of this key initiative. You can direct questions or comments to its-survey@lists.stanford.edu or to any member of the 2007 Client Satisfaction Survey Team.
The 2008 IT Services Client Satisfaction Survey Team
Jan Cicero, Bill Clebsch, Heather Flanagan, Tom Goodrich, Jim Knox, Nan McKenna, Chris Lundin, Suzanne Schiessler, Christine Soldahl, Nancy Ware
View Survey and Survey Results
- Download the IT Services 2008 Client Satisfaction Survey Results:
The Complete Results PDF contains
- Overview of Results
- 2008 Client Satisfaction Results
- Client Survey Instrument
- Client Survey Methodology
Note: Each group (faculty, students, and staff) received a survey that had identical general questions and some unique questions for the particular audience.
2007 IT Services Client Satisfaction Survey Results
The 2007 IT Services Client Satisfaction Survey Team
Jan Cicero, Bill Clebsch, Jay Kohn, Jim Knox, Kathy Lucas, Nan McKenna, Chris Lundin, Lynne Myers, Nancy Ware
View Survey and Survey Results
- Download the IT Services 2007 Client Satisfaction Survey [PDF]
The PDF contains
- Overview of Results
- 2007 Client Satisfaction Results
- Client Survey Instrument
- Client Survey Methodology
Note: Each group (faculty, students, and staff) received a survey that had identical general questions and some unique questions for the particular audience.
2006 Survey
- Download the Executive Summary, Overview of Results for the IT Services 2006 Client Satisfaction Report [PDF]
- Download the 2006 Stanford ITSS Customer Satisfaction Survey Results [PDF]
Note: Each group (faculty, students, and staff) received a survey that had identical general questions and some unique questions for the particular audience.
- Download the IT Services 2006 Client Satisfaction Survey Instrument [PDF]
- Download the IT Services 2006 Client Satisfaction Survey Methodology [PDF]
2005 Survey
Download the 2005 Stanford ITSS Customer Satisfaction Survey Results [PDF]
Note: Each group (faculty, students, and staff) received a survey that had identical general questions and also some unique questions for the particular audience.
Download a section of the 2005 Stanford ITSS Customer Satisfaction Survey:
2003 Survey
Download the 2003 Stanford ITSS Customer Satisfaction Survey Results [PDF]*
Download a section of the 2003 Stanford ITSS Customer Satisfaction Survey:
- General Section [PDF]
- Faculty Section [PDF]
- Student Section [PDF]
- Administrative Staff Section [PDF]
*Note: If your version of Adobe Acrobat Reader is not current, you may want to update to the latest Adobe Reader—available on the Essential Stanford Software web site.
