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STANFORD UNIVERSITY

INFORMATION TECHNOLOGY SERVICES

Client Satisfaction Survey

Overview

Since 2005, IT Services has conducted annual satisfaction surveys. The most recent survey was completed in November 2012. Each year, we ask a sample population of faculty members, undergraduate and graduate students, and administrative staff to complete the survey. The survey's purpose is to:

  • Find out how clients rate services and support provided by IT Services;
  • Ascertain factors that contribute to client satisfaction or dissatisfaction; and
  • Give clients a voice to influence IT Services priorities and potential initiatives.

Our ultimate goal is to provide an excellent client experience that supports the teaching, learning, research, and business needs of the Stanford community.

The survey is distributed to approximately 1200 members of the Stanford community, excluding staff from IT Services. Note: Each group (faculty, students, and staff) received a survey that had identical general questions and some unique questions for the particular audience. Our target response rate is 450 responses. This type of response provides a high level of statistical validity when it comes to analyzing the data. Typically, response rates have exceeded our expectations; we receive approximately 500 completed surveys each year. This robust response rate increases the likelihood that these results accurately reflect the views of the broader Stanford community.

The survey spans a range of topics, including customer service, help desk, telecommunications, networking, email and webmail, security, remote access, data storage and other technical services. We contract with an external firm to conduct the survey in order to ensure objectivity and confidentiality. MOR Associates administered the survey and assessed the results. A link to these reports is provided below.

Links to PDFs of Executive Summaries and Complete Results to current and past surveys are available below.

The Complete Results PDF contains:

  • Overview of Results
  • Detailed Results
  • Client Survey Instrument
  • Client Survey Methodology

Thank you for your continued attention to and support of this key initiative. You can direct questions or comments to its-survey@lists.stanford.edu.

The 2012 IT Services Client Satisfaction Survey Team: Jan Cicero, Alvin Chew, Liz Goesseringer, Tom Goodrich, Jim Knox, Nan McKenna, Rocco Petrunti, Phil Reese, Kim Seidler, and Nancy Ware.

Current Survey

2012 Survey Results

Download the IT Services 2012 Client Satisfaction Survey Results:

  • Executive Summary [PDF]
  • Complete Results [PDF]

Past Survey Results

2011 Survey Results

Download the IT Services 2011 Client Satisfaction Survey Results:

  • Executive Summary [PDF]
  • Complete Results [PDF]

2010 Survey Results

Download the IT Services 2010 Client Satisfaction Survey Results:

  • Executive Summary [PDF]
  • Complete Results [PDF]

2009 Survey Results

Download the IT Services 2009 Client Satisfaction Survey Results:

  • Executive Summary [PDF]
  • Complete Results [PDF]

2008 Survey Results

Download the IT Services 2008 Client Satisfaction Survey Results:

  • Executive Summary [PDF]
  • Complete Results [PDF]

2007 Survey Results

Download the IT Services 2008 Client Satisfaction Survey Results:

  • Complete Results [PDF]

2006 Survey Results

  • Download the Executive Summary, Overview of Results for the IT Services 2006 Client Satisfaction Report [PDF]
  • Download the 2006 Stanford ITSS Customer Satisfaction Survey Results [PDF]
  • Download the IT Services 2006 Client Satisfaction Survey Instrument [PDF]
  • Download the IT Services 2006 Client Satisfaction Survey Methodology [PDF]

2005 Survey

Download the 2005 Stanford ITSS Customer Satisfaction Survey Results [PDF]

Download a section of the 2005 Stanford ITSS Customer Satisfaction Survey:

  • Staff Section [PDF]
  • Faculty Section [PDF]
  • Student Section [PDF]
Last modified Tuesday, 01-Apr-2014 10:57:14 AM

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