UW-IT’s most recent customer satisfaction survey was conducted May 2011. The survey of 2,100 randomly selected students, faculty and staff was conducted by MOR Associates, an external consultant with expertise in developing satisfaction surveys for IT organizations in higher education. The full UW-IT 2011 Satisfaction Survey report is available. UW-IT plans to conduct its next Customer Satisfaction survey in spring 2015, and annually thereafter.
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This table shows UW-IT customer satisfaction ratings by service area.* The data is from a May 2011 Customer Satisfaction Survey of 2,100 randomly selected students, faculty and staff conducted by MOR Associates, an external consultant. Rating was on a satisfaction scale of 1 to 6, with 6 being the highest.
Service Area | Service Item | Rating |
---|---|---|
Accessible Technologies and Resources | ||
Mary Gates Hall Access Technology Center (ATC) | 5.00 | |
Administrative Business Systems | ||
HR/Payroll | 4.69 | |
Finance | 4.40 | |
Enterprise Data Warehouse Reporting | 4.39 | |
Student Administrative | 4.38 | |
Data Networks | ||
UW Data Network Overall | 4.92 | |
Wired Network Reliability | 5.20 | |
Wired Network Availability | 5.18 | |
Wired Network Speed | 5.10 | |
Wi-Fi Network Speed | 4.79 | |
Wi-Fi Network Reliability | 4.69 | |
Wi-Fi Coverage Area | 4.47 | |
UW Google Apps for Email | 5.06 | |
UW Windows Live for Email | 4.91 | |
UW Exchange | 4.77 | |
UW Email (Alpine, Deskmail) | 4.50 | |
Collaboration Tools | ||
UW Google Apps for Collaboration | 4.95 | |
Catalyst Web Tools for Collaboration | 4.63 | |
UW Windows Live for Collaboration | 4.56 | |
Enterprise Portal | ||
MyUW Portal Reliability | 5.08 | |
MyUW Portal Features | 4.88 | |
MyUW Portal Quality of Content | 4.85 | |
MyUW Portal Ease of Use | 4.67 | |
IT Consulting and Training | ||
help@uw.edu Overall | 4.93 | |
NOC Overall | 4.89 | |
Nebula Overall | 4.28 | |
Catalyst Help Overall | 4.77 | |
Odegaard Learning Commons Help Desk Overall | 5.16 | |
Telephone Customer Service Overall | 4.93 | |
Technology Spaces and Labs | ||
Videoconference Studios | 5.21 | |
Odegaard Technology Studios | 5.12 | |
Suzzallo Collaboration Studio | 4.89 | |
Odegaard Learning Commons | 4.38 | |
Telecommunications Services | ||
UW Desktop Telephone Services Overall | 4.83 | |
UW Cellular Coverage Overall | 4.20 | |
Web Publishing | ||
students.washington.edu | 5.23 | |
staff.washington.edu | 5.03 | |
faculty.washington.edu | 5.00 | |
courses.washington.edu | 4.93 | |
www.washington.edu | 4.89 | |
depts.washington.edu | 4.86 | |
Google Sites | 4.74 | |
Catalyst Tools for Web Publishing | 4.67 |
The response rate to the survey was high: 35 percent (745 responses). Scoring was on a satisfaction scale of 1 to 6, with 6 being the highest.
The tables below show the services with the ten highest and ten lowest customer service ratings.
The following table shows key UW-IT projects and other efforts underway, as of February 2013, to improve services in the lower-scoring areas.
Customer Satisfaction Area | Projects and Other Efforts Underway to Improve Satisfaction | |
---|---|---|
UW Cellular Coverage (overall) | ||
Improved cellular coverage (working with AT&T, T-Mobile and Verizon) | ||
Mobile Web Framework | ||
IT Connect Web Site (ability to find what you need, with a mobile device) | ||
IT Connect Redesign | ||
Wi-Fi Coverage Area | ||
UW Medicine Wi-Fi Capacity & Coverage Enhancements (Phase II) | ||
Wi-Fi Technology Refresh for FY 2013 | ||
UW Email (Alpine, Deskmail) | ||
Google Apps | ||
Microsoft Office 365 | ||
Catalyst Web Tools (for collaboration, Web publishing) | ||
Canvas Learning Management System Implementation | ||
SpaceScout | ||
Technology Learning Spaces |