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TechQual+ Survey Results

Thank you to everybody who participated in the 2016 survey - 659 users responded to the survey, including 87 faculty, 162 staff, and 404 students; 4 respondents did not identify their role.

 

The results show significant improvement in our user community's assessment of our IT services and support as compared to when the survey was administered in April 2014.  To provide some context for this comparison, I am including the results from the 2014 survey as well.  As a reminder, the TechQual+ survey is a standardized survey instrument that measures minimum expectation levels, desired service levels, and perceived service levels for up to 13 IT service outcomes expected by faculty, staff, and students.  

Again, what follows below represents statistically significant findings.  The 2016 TechQual+ survey found no statistically significant negative perceptions among the overall user community.  This does not mean that problems or negative perceptions don't exist.  It simply means that a problem or perception did not meet the statistical criteria for being significant.  Two examples of this include issues with our Cisco wireless network, and issues with Okta, our single sign-on solution.  While these issues may not have rose to the level of being statistically significant, they are still issues that affect our user community, and issues that we will work on until we get resolution.
 
I am extremely proud of all of the members of the Information Services Division, and especially the staff in our Information Technology Department, who rededicated themselves to providing superior customer service to our user community.  In less than two years, they have established a new baseline that now becomes our starting point to continually improve service.
 
Finally, I wish to thank all of you in the user community for your patience and support, and most importantly, your willingness to give us an opportunity to prove to you that the delivery of superior customer service is in fact our top priority.
 
Results

All Respondents
Students
Faculty
Staff
 
About the survey
 
As noted above, the TechQual+ survey is a standardized survey instrument that measures minimum expectation levels, desired service levels, and perceived service levels for up to 13 IT service outcomes expected by faculty, staff, and students.  Statistical significance is ascertained via a two-tailed p-value (P) calculated for each survey item to test the null hypothesis H(0) : Adequacy Gap Score = 0.  A positive adequacy gap score indicates service performance exceeding respondent's minimum expectations.  A negative score indicates service performance below respondent's minimum expectations.  The instrument has a 
0.05 confidence level.
 
 
Dr. Robert C. Owen
Vice Provost and CIO
Santa Clara University
500 El Camino Real
Santa Clara, CA  95053