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EDUCAUSE Library Items for Customer Service
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Measuring User Satisfaction: Why It’s Important and How to Do It - Infographic
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August 16, 2012
As institutions look to reduce or contain costs, CIOs, institutional leaders, and service managers are challenged to optimize service delivery based on costs, features, and quality. Evaluating se…
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Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes
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April 27, 2012
This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
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Measuring User Satisfaction: Why It’s Important and How to Do It
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August 2, 2012
Key Findings Institutional leaders, CIOs, and service managers are focused on service delivery. Understanding the user perspective is instrumental in making good decisions about service sou…
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Effective Tools to Manage a Diverse IT Department
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March 12, 2007
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A session at the EDUCAUSE Midwest Regional Conference 2007
What tools can be put in place to measure whether you are effectively and efficiently running your IT department? What are your employees working on? How efficient are they? Are your customers happ…
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Higher Education TechQual
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January 1, 2006
The Higher Education TechQual+ instrument is being developed by a group of higher education institutions to gather systematic feedback from its community of end users so as to provide objective dat…
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Improving Service Quality with Benchmarks
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January 1, 2001
The author suggests ways IT departments can measure and improve their service to users, by using internal benchmarks. The author suggests ways IT depar…
