2007 Survey Results
335 individuals started the survey, of those, 311 (92%) completed. As you can see in figure 1, the clear majority of respondents were faculty or staff, with a small number of Student Employees also participating. A single Student completed the survey and accounted for less than 1% of the total.
Figure 1 – Who took the survey
In addition, the survey was designed in such a fashion as to allow the survey taker to either not answer a question, or to list N/A as a valid response. In most cases this presents few if any problems, it does however, result in what may seem like inconsistent totals at times.
This report will focus on three series of questions, Services, Repairs, and Overall Satisfaction. In reviewing and analyzing the data from these three series of questions, specific areas of deficiency can be illuminated and addressed.
Respondents were asked to rate 6 Telecom services; Availability of Dial Tone, Quality of Transmission, Ease of Use, Training, Cost of Telephone Service and Quality and Accuracy of Billing. The scale used to rate the services was; Very Satisfied, Satisfied, Dissatisfied, Very Dissatisfied and N/A.
Figure 2 illustrates that survey takers responded favorably to both “Availability of Dial Tone,” “Quality of Transmission” and “Ease of Use,” with the clear majority of respondents answering either Very Satisfied or Satisfied.
* 92% responded that they were Satisfied or Very Satisfied with Availability of Dial Tone.
* 94% responded that they were Satisfied or Very Satisfied with the Quality of Transmission.
* 83% responded that they were Satisfied or Very Satisfied with Ease of Use.
Figure 2 – Service Ratings
Training is clearly an area that requires improvement. When asked about training, almost a third of the respondents answered N/A, indicating that they have either never benefited from training offered by Telecommunications, or were unaware that the department offered any.
* 30% responded N/A to Training.
* 36% responded that they where either Satisfied or Very Satisfied with Training.
The last two questions in Services related to costs and clearly divided respondents in to two camps, those that dealt with billing and those that did not. Respondents still answered favorably with the majority indicating satisfaction, but the large number of respondents who apparently do not deal with cost issues skewed the results and gave the appearance of negative results.
* 44% responded that they were either Satisfied or Very Satisfied with the Cost of Telephone Service, with 46% answering N/A.
* 10% responded with some level of dissatisfaction about the Cost of Telephone Service.
* 43% responded that they were either Satisfied or Very Satisfied with the Quality and Accuracy of Billing, with 50% answering N/A.
* 7% responded with some level of dissatisfaction about the Quality and Accuracy of Billing.
Satisfaction of repairs was broken down into three questions as seen in Figure 3; Timeliness of Repair (center ring), Quality of Repair (middle ring) and Overall Satisfaction (outer ring). Results were again favorable, with the majority of respondents either abstaining, or noting satisfaction with the repair process on all three elements. Figure 2 illustrates timeliness is the area most in need of performance review, with approximately double the amount of dissatisfied responses over quality of repair.
* 48% responded that they were Satisfied or Very Satisfied with the Timeliness of Repairs.
* 18% responded with some level of dissatisfaction about the Timeliness of Repairs.
* 58% responded that they were Satisfied or Very Satisfied with the Quality of Repair.
* 8% responded with some level of dissatisfaction about the Quality of Repair.
* 52% responded that they were either Satisfied or Very Satisfied about the Repair Process in General.
* 14% responded with some level of dissatisfaction with the Repair Process in General.
In each case, 34% of respondents answered N/A to the three questions regarding satisfaction with service, indicating that more than a third of respondents have never needed repair service.
Figure 3 – Repair Ratings
Overall, the survey designer rated satisfaction slightly different and the results are displayed in Figure 4. The trend of general satisfaction continues, with the clear majority of respondents displaying satisfaction.
* 73% responded that they were either Completely Satisfied, Somewhat Satisfied, or Satisfied with Telecommunications Services Overall.
* 21% responded with some level of dissatisfaction with Telecommunications Services, with a peculiar 6% answering N/A.
Figure 4 – Overall Ratings