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Annual Satisfaction Survey

IT Customer Services at UNSW is committed to providing an efficient, informative and quality IT Service to all its customers, both staff and students. To help us maintain a high level of service, a survey was sent to UNSW customers. The total number of replies for 2014 was 2,894. The results are as follows:

Q1

Using a scale of 1 to 5 (where 1 is Very Dissatisfied and 5 is Very Satisfied), please rate your satisfaction with the IT Service Centre in the following three areas:

Overall 2011
Dissatisfaction / Satisfaction
Overall 2012
Dissatisfaction / Satisfaction
Overall 2013
Dissatisfaction / Satisfaction
Overall 2014
Dissatisfaction / Satisfaction
Overall 2015
Dissatisfaction / Satisfaction
Speed at getting through to a Service Centre analyst 7% / 80% 6% / 80% 6% / 94% 4% / 96% 4% / 96%
Ability to resolve your issue on first contact 18% / 63% 16% / 63% 14% / 86% 8% / 92% 9% / 91%
Courteous and professional service 3% / 89% 3% / 88% 5% / 95% 2% / 98% 3% / 97%
Average 9% / 77% 8% / 77% 8% / 92% 5% / 95% 5% / 95%
   
Q2

Has the service provided by the IT Service Centre improved over the past 12 months?

2011 2012 2013 2014 2015
Yes 67% 67% 73% 73% 71%
No 33% 33% 27% 27% 29%
   
Q3

Using a scale of 1 to 5 (where 1 is Very Dissatisfied and 5 is Very Satisfied), please rate your satisfaction with the Shared Services Desktop Support Team on the following five items:

Overall 2011
Dissatisfaction / Satisfaction
Overall 2012
Dissatisfaction / Satisfaction
Overall 2013
Dissatisfaction / Satisfaction
Overall 2014
Dissatisfaction / Satisfaction
Overall 2015
Dissatisfaction / Satisfaction
Responsiveness 11% / 75% 8% / 79% 7% / 93% 5% / 95% 4% / 96%
Prompt resolution of reported issues 17% / 66% 14% / 69% 11% / 89% 7% / 93% 6% / 94%
Easy to understand explanation of solutions 9% / 72% 8% / 75% 7% / 93% 7% / 93% 6% / 94%
Courteous and professional service 3% / 87% 6% / 88% 4% / 96% 3% / 97% 2% / 98%
Technically knowledgeable and experienced staff 8% / 77% 6% / 77% 7% / 93% 5% / 95% 3% / 97%
Average 10% / 75% 8% / 78% 7% / 93% 5% / 95% 4% / 96%
     
Q4

If you have had an issue requiring an onsite visit from a Shared Services Desktop Support Team member, please complete the following two questions

Less than 2 days - 2011 Less than 2 days - 2012 Less than 2 days - 2013 Less than 2 days - 2014 Less than 2 days - 2015
How long did you wait for the onsite service? (from the time you reported your issue) 73% 78% 79% 87% 92%
How long did it take to get your issue resolved? (from the time you reported it) 63% 65% 71% 79% 84%
     
Q5

Did the analyst seek your approval before closing your call?

2011 2012 2013 2014 2015
Yes 80% 85% 83% 86% 85%
No 20% 15% 17% 14% 15%
   
Q6

Using a scale of 1 to 5 (where 1 is Very Dissatisfied and 5 is Very Satisfied), please rate your overall satisfaction with the utility services (File, Email, Print and Desktop) provided by IT Shared Services

Overall 2011
Dissatisfaction / Satisfaction
Overall 2012
Dissatisfaction / Satisfaction
Overall 2013
Dissatisfaction / Satisfaction
Overall 2014
Dissatisfaction / Satisfaction
Overall 2015
Dissatisfaction / Satisfaction
File Services 9% / 68% 8% / 68% 8% / 92% 5% / 95% 7% / 93%
Email Services 7% / 80% 7% / 82% 5% / 95% 4% / 96% 5% / 95%
Print Services 13% / 63% 9% / 67% 11% / 89% 8% / 92% 7% / 93%
Desktop Services (SOE) 13% / 64% 14% / 66% 10% / 90% 7% / 93% 7% / 93%
IT Procurement (Hardware and Software Fulfilment) n/a 10% / 67% 10% / 90% 7% / 93% 8% / 92%
Fixed Lines Phones n/a 5% / 73% 6% / 94% 4% / 96% 5% / 95%
Mobile Phones n/a 5% / 63% 9% / 91% 5% / 95% 5% / 95%
Wireless n/a n/a 13% / 87% 8% / 92% 7% / 93%
Average 10% / 69% 8% / 69% 9% / 91% 6% / 94% 6% / 94%