Every other spring since 2004, Information Services (IS) has asked all full-time faculty and a statistically significant sample population of staff and students to complete a satisfaction survey regarding our services. Based on both the numeric ratings and optional ‘write in’ comments, IS works to resolve problematic issues and uses the information to guide service improvements or additions going forward.
For 2010, the highest levels of satisfaction from all cohorts were 1) Faculty, Staff and Student E-mail improvements 2) Wireless availability and 3) InfoCommons improvements. Most improved compared to 2008 was e-mail availability and services which had been cited as a significant weakness in the last survey.
New services requested were collaboration software, including lecture capture, remote printing, smart phone apps, conferencing services, and online testing services, all of which Information Services is working toward in the coming months.
Concerns/Issues raised by Faculty, Staff and Students included:
- Classroom audiovisual equipment reliability and features. Over the past summer, IS upgraded 24 classrooms adding lecterns, PCs, and, in large rooms, augmented video and audio capabilities. We also replaced outdated equipment in all classrooms.
- Limited Blackboard features. This past summer we completed beta testing, with both faculty and students, of the new 9.1 release of Blackboard which includes improved work flow, updated look and feel, enhanced grade center, better integration of web 2.0 technologies, support for Blackboard Learn Mobile app, and enhanced multimedia integration (YouTube, iTunesU, etc).
- Lack of utility of the IS Web site and lack of clarity of how to request help. This fall we released a completely redesigned infoservices.neu.edu web site. In addition to updated information and vastly improved navigation, the site includes access to a knowledgebase and the ability to directly input issues or service requests and to monitor the status of your issue/requests.
- Need for increased printing capability across campus. Over Columbus Day weekend, IS deployed a new print management system which will allow printing on the InfoCommons printers from anywhere on the NUnet, ResNet, and NUwave campus networks. The system will continue to support the Free Print Quota (renamed Free Print Allowance) program which has been so successful in limiting wasteful printing. Printers under the program will be converted to ‘self-service’ where a student swipes his/her Husky Card at the printer of choice and receives the printout. Future expansion of this capability will allow inclusion of printers outside the InfoCommons and Library to be available under the service.
- Desire for increased wireless service and speed. Over the summer we upgraded eight high-traffic buildings to 802.11n, the latest wireless standard which offers both increased capacity and speed. We did the same in all renovated classrooms and will be upgrading additional locations as we complete our annual ‘currency’ program to replace networking equipment which is reaching end of service life.
- Dissatisfaction with virus management. In August, IS deployed Symantec Endpoint Protection anti-virus software to all IS-managed PCs. This product significantly improves protection while improving usability.
The 2010 individual question results are below along with mean comparisons to the 2008 results. These results have a confidence interval of 0.20 with a confident level of 95% and are based on a 6 point scale where 6 is very satisfied and 1 is not satisfied. Percent positive responses noted include the very satisfied, satisfied, and somewhat satisfied categories. Designation of N/A indicates that the question was not asked of that population.
A complete copy of the survey is available by contacting Suzanne Barnes at X8967 or email@example.com
|Help Desk/Call Center Professionalism||91%||98%||95%|
|Ability to get through to the Service Desk for help||82%||89%||92%|
|Timeliness of response to inquiry||85%||88%||92%|
|Ability to resolve a problem||81%||89%||88%|
|Free Print Quota Program||N/A||N/A||81%|
|Printing in InfoCommons||N/A||N/A||77%|
|Ability to get through to a Help Desk person||82%||89%||92%|
|Timeliness of Help Desk problem resolution||81%||88%||86%|
|Help Desk/Call Center ability to solve your problem||81%||89%||88%|
|Help Desk clarity on who to go to for help||76%||80%||84%|
|IS problem resolution overall||81%||88%||90%|
|Support from the ResNet Resource Center||N/A||N/A||90%|
|ResNet hardware repair||N/A||N/A||89%|
|Response time for classroom A/V equipment-related help||66%||N/A||82%|
|Availability of active wired network ports||92%||94%||83%|
|Availability of wireless connectivity||93%||93%||85%|
|Wireless signal strength||90%||89%||82%|
|Wired network performance||93%||95%||87%|
|Wireless access to NEU apps (QDrive, myNEU, etc.)||87%||92%||83%|
|Network services overall||94%||96%||90%|
|Husky Cable overall||94%||92%||86%|
|ResNet network connection (speed/reliability)||N/A||N/A||85%|
|Classroom A/V equipment features||72%||N/A||90%|
|Classroom A/V equipment reliability||57%||N/A||76%|
|Availability of classrooms w/ installed A/V equipment||71%||N/A||87%|
|Classroom A/V overall||68%||N/A||86%|
|Effectiveness of security documentation||89%||91%||90%|
|Data files automatically backed up||32%||37%||34%|
|Available selection of desktop software from Northeastern||79%||92%||N/A|
|Helpfulness of NU-specific software documentation||67%||88%||N/A|
|Software availability in labs||N/A||N/A||88%|
|Timeliness of new software release||75%||88%||N/A|
|Speed of e-mail delivery||88%||94%||N/A|
|Reliability of sending and receiving e-mail||89%||94%||N/A|
|Accessing your e-mail from off-campus||91%||95%||N/A|
|NEU e-mail service overall||90%||95%||N/A|
|HuskyMail Spam filtering||N/A||N/A||96%|
|HuskyMail webmail features||N/A||N/A||95%|
|HuskyMail speed of delivery||N/A||N/A||97%|
|Reliability of sending and receiving HuskyMail||N/A||N/A||98%|
|Accessing your HuskyMail from off-campus||N/A||N/A||95%|
|Support for alternate HuskyMail clients||N/A||N/A||86%|
|Information Services overall||87%||94%||94%|
|Information Services customer-oriented approach||84%||92%||91%|