TechQual Survey Results
During Spring 2012, IT Services participated in the TechQual+ survey.
This survey is designed to capture the user perspective on IT services, and contains 12 items that assess the quality of services as related to three core commitments.
Each core commitment is measured through four separate items, or IT service outcomes.
For each IT service outcome, respondents specified (on a scale of 1 to 9) their expectations for minimum service level
(the lowest level of performance acceptable), desired service level (the level of service they want),
and the perceived performance relative to their minimum and desired service levels. The difference between the minimum
service level and the desired service level constitutes the Zone of Tolerance and indicates the range of service
performance that the end user finds acceptable.
The results of the survey show that we are performing within the zone of tolerance for nine of the twelve questions asked. For two
of these, we are barely below the zone of tolerance. The question where our users showed the greatest level of dissatisfaction was
question 5, which asks about website usability.
While the outcome of this survey indicates that we have several areas in which we need to improve, a comparison to our peer institutions
indicates that we are doing quite well. For ten of the twelve questions, our users have higher service expectations than those at our peer
institutions. As with many other service
areas, good performance leads to increased expectations, and we are to some extent at least victims of our own success. For every question
other than 5 and 6 (websites and access to websites from tablets) we are outperforming our peer institutions.
The sections below contain information about the response rates and results for the survey - please click on the section heading to display detail information.
Response Rates
Invitations to participate in the survey were set to every member of the college community.
Both invitations and responses were grouped by college role, with two groups of teaching faculty, three
groups of non-teaching employees, and two groups of students. Response rates are listed in the table below.
| Group | Invitations | Responses | Rate |
| Teaching Faculty | 441 | 160 | 36% |
| Adjunct Faculty | 30 | 11 | 37% |
| Non-Teaching Faculty | 182 | 75 | 41% |
| CSEA Staff | 488 | 114 | 23% |
| Administrators | 30 | 21 | 70% |
| Commuter Students | 2428 | 154 | 6% |
| Resident Students | 3256 | 292 | 9% |
| Overall | 6855 | 827 | 12% |
Results
The sections below reflect the three core commitments of IT Services.
Within each commitment, the four related service outcomes are listed along with a small chart indicated our performance on the outcome.
Each chart area is scaled to the 1-9 scale used by the TechQual+ survey. The gray area indicates the overall zone of tolerance for the
outcome and the colored bar indicates the percieved performance of IT on the outcome. Red indicates a current level of performance below
minimum expectations, yellow indicates performance within expectations, and green indicates performance above expectations.
There are two bars in each display - the top bar is the result of our survey, while the
bottom bar is the result for our Master's level peer institutions who have participated
in the survey.
View list of peers.
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Appalachian State University
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Lynn University
-
Roosevelt University
-
Saint Cloud State University
-
The Sage Colleges
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Union University
-
University Of Illinois At Springfield
-
University Of North Carolina-Wilmington
-
University Of Rio Grande
-
University Of Scranton
-
University Of Tennessee-Chattanooga
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Ursuline College
-
Valparaiso University
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Western Washington University
Hovering the mouse over the chart area will display a popup of minimum, desired and current levels of performance for
each outcome. These are mean values for all submitted surveys.
| Connectivity and Access |
| 1 |
|
Having a campus Internet service that is reliable and that operates consistently across campus. |
| 2 |
|
Having a campus Internet service that is fast and that provides speedy access to Web sites and rapid downloads. |
| 3 |
|
Having wireless Internet coverage in all of the places that are important to me on campus.
|
| 4 |
|
Support for accessing the campus Internet service using my tablet or other mobile device. |
|
| Technology and Collaboration Services |
| 5 |
|
Having campus Web sites and online services that are easy to use.
|
| 6 |
|
Accessing important campus Web sites and online services from my tablet or other mobile device. |
| 7 |
|
Having campus technology services available that improve and enhance my collaboration with others. |
| 8 |
|
Having technology within classrooms or other meeting areas that enhances the presentation and sharing of information. |
|
| Support and Training |
| 9 |
|
Technology support staff who are consistently courteous and knowledgeable, and who can assist me in resolving problems with campus technology services. |
| 10 |
|
Getting timely resolution to problems that I am experiencing with campus technology services.
|
| 11 |
|
Receiving timely communications regarding campus technology services, explained in a relevant and easy-to-understand form.
|
| 12 |
|
Getting access to training or other self-help information that can enable me to become more effective in my use of campus technology services. |
Results by Groups
For each survey question, the plots below show the results by group.
The bars on the left are ordered top to bottom as:
-
Teaching Faculty
-
Adjunct Faculty
-
Non-Teaching Faculty
-
CSEA Staff
-
Administrators (M/C)
-
Commuter Students
-
Resident Students
To enhance readability, the plot area shows ratings between five and nine - there are no instances of ratings in this dataset below that level.
The gray bars indicate the zone of tolerance for each question. If the percieved performance is below the zone of tolerance,
the data display shows a red bar exending from the percieved performance level to the minimum performance level. If the percieved
performance level is within the zone of tolerance, a yellow bar is drawn from the minimum to the percieved performance.
Hovering over the data graphic will pop up the mean values for the question as rated by the corresponding group.
1. Having a campus Internet service that is reliable and that operates consistently across campus.
2. Having a campus Internet service that is fast and that provides speedy access to Web sites and rapid downloads.
3. Having wireless Internet coverage in all of the places that are important to me on campus.
4. Support for accessing the campus Internet service using my tablet or other mobile device.
5. Having campus Web sites and online services that are easy to use.
6. Accessing important campus Web sites and online services from my tablet or other mobile device.
7. Having campus technology services available that improve and enhance my collaboration with others.
8. Having technology within classrooms or other meeting areas that enhances the presentation and sharing of information.
9. Technology support staff who are consistently courteous and knowledgeable, and who can assist me in resolving problems with campus technology services.
10. Getting timely resolution to problems that I am experiencing with campus technology services.
11. Receiving timely communications regarding campus technology services, explained in a relevant and easy-to-understand form.
12. Getting access to training or other self-help information that can enable me to become more effective in my use of campus technology services.
Comments
The IT directors analyzed all 783 comments recieved on the survey, and attempted to summarize the
broad themes present in these comments. Below is a list in no particular order summarizing these
comments
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