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Customer Satisfaction Survey's
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We have been conducting customer satisfaction survey’s for several years for our central IT services and have seen the responses decline over the years. Last year we made some changes to try and bring the response rate back up. We were not successful. We are looking for ideas on how others do survey’s, your response rates, tips on increasing responses including incentives and anything else you wish to share (please share any public websites we can view). This is one large survey sent to everyone (students, faculty and staff) one time per year. Below is what we did last year to try and change the trend:
· We changed the tool to include skip logic to allow respondents to answer questions that only pertained to them and the services they use.
· We lead into the survey distribution with stories of what we did over the previous year that lined up with some of the feedback we received in the previous survey (not all actions were as a direct result, but if work was already underway that addressed some of their concerns, it was included).
· We moved the distribution date away from December and sent out in March (looking for the biggest lull in campus activities).
We appreciate any advice or feedback you can provide for what has worked for you. Here is what we have kicked around so far:
· Break the survey out by audience and target that way.
· Break the survey out by service and target that way.
· Look for incentives for taking the survey (open to any idea).
· Target those individuals that respond to our service desk survey’s for tickets resolved (we randomly survey staff as they receive support from our service desk as the tickets are resolved). We thought that maybe this group would be a source to reach out to as they have been responsive to date.
· Work with student groups to get their feedback on what might incent them to take the survey.
Thank you for any assistance you can provide.
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Stewart Center: Room B14E
Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000