User Satisfaction Survey

 

To help us serve the University community better, in 1994 the Computer Centre conducted the first user satisfaction survey. All academic and equivalent administrative staff were surveyed on eight key service areas. These included the Hot Line Service, Consultation Service, Information Services, Staff Computer Courses, Campus Network & Host Computers, Hardware Maintenance, User Communications, and Service/Provision of Equipment in Central Student Terminal Areas. With the information provided, we have been able to identify what we have done well and what we can improve.

The survey found that users ranked our service manner consistently high, in particular hardware maintenance, information services, and consultation services. Additionally, users gave very positive feedback on the scope of information services and staff technical competence.

Despite very favourable comments, two areas can be improved. These include communication skills and the campus network. In 1995 we aim to polish communication skills, especially for the front-line staff so they can even more effectively respond to service requests. This initiative will also aim to improve awareness of CC services and effectiveness of CC training courses.

The other major concern expressed by users was the unsatisfactory speed of the campus network. Two aspects affect network speed, Computer Centre equipment and departmental equipment. To address the first aspect, the Computer Centre will continue to gradually upgrade areas of the network that can increase system performance. To address the second aspect, the Computer Centre will continue to work with departments who would like advice when purchasing their own equipment.

Computing Services Centre City University of Hong Kong ccnetcom@cityu.edu.hk