how well does your tech support support higher ed? do you and should you measure?

How well does your Tech Support support Higher Ed? Do you and

should you measure?

Michael H. Deis, MBA Director and Associate Professor of Management

Joyce SanduskyProgram Coordinator, Technical

Clayton State University

HUB Survey Fall 2006

Why Survey?

• Establish baseline for CLP

• Where we are/are not meeting client needs

• Determine staff training needs


HUB Survey

• Demographics

• Attributes

• Evaluation


18.6%Staff

9.6%Faculty

71.8%Student

CategoryStudentFacultyStaff

Q1 Survey Respondent Status

209

54

28


Commute Time

Num

ber

of Resp

onse

s

More Than 1 Hour31-60 Minutes16-30 MinutesLess Than 15 Minutes

120

100

80

60

40

20

0

13

100106

60

Q 21 - Commute Time


Age

Num

ber

of Resp

onse

s

65+51-6441-5031-4022-3016-21

70

60

50

40

30

20

10

0

3

44

49

58

70

54

Q22 Age


Cum %

16-21 54 19.42% 19.42%

22-30 70 25.18% 44.60%

31-40 58 20.86% 65.47%

41-50 49 17.63% 83.09%

51-64 44 15.83% 98.92%

65+ 3 1.08% 100.00%

Total Responses

278

Age


Num

ber

of Resp

onse

s

9+7-8

4-6

1-3

100

80

60

40

20

0

32

22

50

103

Q31 Number of Semesters


53.8%Other

5.2%Biology (B.S.)

5.7%Administrative Managem

6.7%Accounting (B.B.A

7.1%Integrative Stud

9.5%Psychology and Hu

11.9%Nursing (B.S.N.)

Category

Administrative Management (B.A.S.)Biology (B.S.)Other

Nursing (B.S.N.)Psychology and Human Services (B.S.)Integrative Studies (B.A./B.S.)Accounting (B.B.A.)

Q32 Major

Majors representing less than 5% of respondents are grouped as Other.


15.8%Basic

27.2%Advanced 57.0%

Intermediate

CategoryIntermediateAdvancedBasic

Q41 How would you rate your computer skills?

159

44

76


How do you use your computer?

Num

ber

of re

sponse

s

Apt/H

ome se

arch

Insta

nt M

essa

ging

Music/

Movie

D/L

Job se

arch

Playin

g ga

mes

Payin

g bills

Wor

k

Trav

el

Onlin

e ba

nking

Onlin

e sh

oppin

g

Course

work

Rese

arch

Email

300

250

200

150

100

50

0

105

138150

172174178180188

228230234

258

277

Q42 How do you use your computer?


Visits/ Calls to HUB

Num

ber

of Resp

onse

s

8+4-71-30

200

150

100

50

0

10

35

178

55

Q43 - Visits/ Calls to the HUB


18.3%Other

6.7%Email asst.

10.5%Hardware t/s

13.1%Password/PIN

13.3%Software t/s

13.5%S/P-Prntr install/t/s

24.5%Software install

Category

Hardware t/sEmail asst.Other

Software installS/P-Prntr install/t/sSoftware t/sPassword/PIN

Q51 Services Received - STUDENT


8.1%Other

5.6%Software assistance

6.5%TechSupport

6.5%TechAsst SchApps

6.5%Password/PIN

8.1%Printer

10.5%Email assistance 10.5%

Laptop distribution

10.5%Software t/s

12.1%Telephone

15.3%Hardware t/s

Category

Email assistancePrinterPassword/PINTechAsst SchAppsTechSupportSoftware assistanceOther

Hardware t/sTelephoneSoftware t/sLaptop distribution

Q61 Services you received - FACULTY


18.4%Other

10.4%Telephone

10.0%Email assistance

9.0%D/T S/W T/S

8.5%D/T setup

8.5%D/T S/W assistance

8.0%TechAsst Sch Apps

7.5%Printer asst T/S

7.5%D/T H/W T/S

6.5%Asst Comp/Equip Acq

6.0%L/T S/W T/S

Category

TechAsst Sch AppsD/T S/W assistanceD/T setupD/T S/W T/SEmail assistanceTelephoneOther

L/T S/W T/SAsst Comp/Equip AcqD/T H/W T/SPrinter asst T/S

Q71 Services Received - STAFF


Q91 Friendly

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral-

32

Stro

ngly

Disa

gree

- 1

50

40

30

20

10

0

46

19

522

Q91 - HUB Staff is Friendly


Q91 Friendly Individual % Cum %

Strongly Agree - 5 46 62.16% 62.16%

4 19 25.68% 87.84%

Neutral - 3 5 6.76% 94.59%

2 2 2.70% 97.30%

Strongly Disagree - 1 2 2.70%100.00

%


Q92Neat

Num

ber

of Resp

onse

s

Strong

ly Ag

ree -

54

Neutral -

32

40

30

20

10

0

40

20

8

5

Q92 HUB Staff is neat.


Q92 Neat Individ % Cum %

Strongly Agree - 5 40 54.79% 54.79%

4 20 27.40% 82.19%

Neutral - 3 8 10.96% 93.15%

2 5 6.85% 100.00%

Strongly Disagree-1 0.00% 100.00%


Appropriately Dressed

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral -

32

Strong

ly Disa

gree

- 1

40

30

20

10

0

42

16

9

5

1

Q93 HUB Staff is appropriately dressed.


Helpful

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral -

32

Strong

ly Disa

gree

- 1

50

40

30

20

10

0

45

20

35

1

Q94 HUB Staff is helpful.


Q94 Helpful Individ % Cum %

Strongly Agree - 5 45 60.81% 60.81%

4 20 27.03% 87.84%

Neutral - 3 3 4.05% 91.89%

2 5 6.76% 98.65%

Strongly Disagree-1 1 1.35% 100.00%


Q95-Patient

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral -

32

Strong

ly Disa

gree

- 1

50

40

30

20

10

0

45

19

541

Q95 - HUB Staff is patient.


Q95 Patient Individ % Cum %

Strongly Agree - 5 45 60.81% 60.81%

4 19 25.68% 86.49%

Neutral - 3 5 6.76% 93.24%

2 4 5.41% 98.65%



Q101- Understood

Num

ber

of

Resp

onse

s

40

30

20

10

0

35

30

221

Q101 - HUB Staff seemed to understand my problem.


Q101 Understand Individ % Cum %

Strongly Agree - 5 35 50.00% 50.00%

4 30 42.86% 92.86%

Neutral - 3 2 2.86% 95.71%

2 2 2.86% 98.57%



Q102 - Communicated

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral-

32

Stro

ngly

Disa

gree

- 1

40

30

20

10

0

38

22

6

23

Q102 - HUB Staff communicated clearly what was being done.


Q102Communicated Individ % Cum %

Strongly Agree - 5 38 53.52% 53.52%

4 22 30.99% 84.51%

Neutral - 3 6 8.45% 92.96%

2 2 2.82% 95.77%



Q103-Explained Time

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral -

32

Strong

ly Disa

gree

- 1

30

25

20

15

10

5

0

29

21

11

64

Q103 - HUB Staff explained how long it would take for resolution.


Q103-Explained Individ % Cum %

Strongly Agree - 5 29 40.85% 40.85%

4 21 29.58% 70.42%

Neutral - 3 11 15.49% 85.92%

2 6 8.45% 94.37%



Q104 - Concerned/ Time

Num

ber

of Resp

onse

s

Stro

ngly

Agre

e - 54

Neutral -

32

Strong

ly Disa

gree

- 1

30

25

20

15

10

5

0

28

22

13

5

2

Q104 - HUB Staff seemed concerned with my time.


Q104-Concerned Individ % Cum %

Strongly Agree - 5 28 40.00% 40.00%

4 22 31.43% 71.43%

Neutral - 3 13 18.57% 90.00%

2 5 7.14% 97.14%



Q181 - Visit Web

Num

ber

of Resp

onse

s

NoYes

200

150

100

50

0

55

188

Q181 - Visit HUB web


Q182-Visit FAQs

Num

ber

of Resp

onse

s

NoYes

12

10

8

6

4

2

0

7

11

Q182 - Visit FAQ's?


Q183 - FAQs helpful?

Num

ber

of Resp

onse

s

NoYes

10

8

6

4

2

0

1

10

Q183 FAQs helpful?


Q191 - Used Guides Students

Num

ber

of

Resp

onse

s

NoYes

9

8

7

6

5

4

3

2

1

0

9

1

Q191 - Guides for Students


Q201 - Guides for Faculty

Num

ber

of Resp

onse

s

NoYes

14

12

10

8

6

4

2

0

13

12

Q201 Guides for faculty


Q211 - Guides for Staff

Num

ber

of Resp

onse

s

NoYes

40

30

20

10

0

35

16

Q211 - Guides for Staff


Q231 - Speed of Resolution

Num

ber

of Resp

onse

s

Very

Supe

rior432

Very In

ferio

r

100

80

60

40

20

0

92

104

51

93

Q231 - Speed of Problem Resolution


Q231 Speed Indiv % Cum %

Very Superior - 5 92 35.52% 35.52%

410

4 40.15% 75.68%

3 51 19.69% 95.37%

2 9 3.47% 98.84%

Very Inferior - 1 3 1.16%100.00

%


Q232 Courtesy

Num

ber

of Resp

onse

s

Very

Supe

rior432

Very In

ferio

r

100

80

60

40

20

0

98

87

33

51

Q232 - Courtesy of Staff


Q232 Courtesy Indiv % Cum %

Very Superior - 5 98 43.75% 43.75%

4 87 38.84% 82.59%

3 33 14.73% 97.32%

2 5 2.23% 99.55%

Very Inferior - 1 1 0.45%100.00

%


Q233-Ease of Doing Business

Num

ber

of Resp

onse

s

Very

Supe

rior432

Very In

ferio

r

140

120

100

80

60

40

20

0

126

85

39

53

Q233 - Ease of Doing Business


Q233 Ease Indiv % Cum %

Very Superior - 5 126 48.84% 48.84%

4 85 32.95% 81.78%

3 39 15.12% 96.90%

2 5 1.94% 98.84%

Very Inferior - 1 3 1.16%100.00

%


Attribute

4+

Appro

val

90

80

70

60

50

40

30

20

10

0

70.471.475.7

79.481.882.282.684.586.587.887.8

92.9

Attribute Rankings 4+

how well does your tech support support higher ed? do you and should you measure?

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