A customer satisfaction survey of 2,100 randomly selected students, faculty and staff was conducted in May 2011 to measure satisfaction with UW-IT services. The survey was conducted by MOR Associates, an external consultant with expertise in developing satisfaction surveys for IT organizations in higher education. The response rate was high: 35 percent (745 responses). Scoring was on a satisfaction scale of 1 to 6, with 6 being the highest.
UW-IT has key projects underway to address the lower-scoring areas including a major Wi-Fi upgrade to significantly improve speed, coverage and reliability; continued improvements to cellular service offerings; and continued enhancements to UW cloud-hosted email—additional Google Apps and a move to Exchange Online / Office 365. Other significant infrastructure efforts include upgrades to the UW’s wired network and aging telephone system.
Also available: Customer Satisfaction Survey 2007