NYU IT Satisfaction Survey

You Talked, We Listened

During the Fall 2016 semester, NYU IT hired MOR Associates, an external consulting firm with expertise in survey collection and analysis for higher education IT to conduct a Community IT Satisfaction Survey. Click here to download a PDF of the full report and analysis.

The NYU IT general survey went to a random sample of 3,200 community members and received a 47% response rate. Below are the response rates for the general survey by role:

  Faculty Adjuncts Graduate Students Undergraduate Students
Staff Total
Sample/ Response Rate 800 50% 800
36%
400
50%
400
41%
800  58% 3200 47%

(In addition to the general survey, NYU IT sponsored surveys at any schools that wished to have local surveys. Eleven schools participated: Arts & Science, Gallatin, IFA, Nursing, Social Work, SPS, Steinhardt, Stern, Tandon, Tisch, and Wagner. CIOs or IT leads in the schools have the data from the school surveys.)

The survey asked several overall questions with the following results for Satisfied/Very Satisfied:

Q187a: Technology at NYU Overall - 68%
Q189a: NYU IT provides high quality services - 69%
Q189b: NYU IT communicates clearly and concisely about its services - 66%

This feedback gives NYU IT and School IT groups – especially with regard to Q 187a – work to do in order to improve how the community sees IT services at NYU as a whole.

Pages ES3-11 of the report provided an executive summary of the findings. Pages 1-141 are the detailed findings. Not included in this version of the report are many write-in comments that provide very valuable feedback on NYU IT services and what technologies the community is using.

Highest Satisfaction

The 10 questions with the highest satisfaction levels (sorted by mean) were (see page ES7):

· NYU Email (Google)
· NYU IT Desktop and Laptop Support
· NYU Calendar (Google)
· NYU Drive (Google)
· Photo/Slide/Text Scanning
· NYU support for educational technology
· IT Service Desk by phone at 8-3333
· NYU Classes Lessons feature
· NYUHome
· NYU Print Service

Lowest Satisfaction

The 10 questions with the lowest satisfaction levels (sorted by mean) were (see page ES7):

· NYU IT Service Status web page
· PeopleSync HR
· NYU Mobile App
· Technologies for classrooms
· Wireless network speed – excluding student lounges and residences
· NYU IT website (www.nyu.edu/it)
· Albert web
· Wireless network in student lounges and residences
· Clarity of support services information on NYU websites
· Albert mobile

Dissatisfiers

Pages ES13-24 describe the services about which there was dissatisfaction. After further analysis of these items, we found that several services or service areas are both important to the community and are “dissatisfiers”. These include wifi coverage, quality of support service information on NYU websites, technology in classrooms, NYU Mobile App, and the NYU IT website.  

Areas of Improvement

NYU IT will be working on understanding the dissatisfiers and improving services. Our focus will be on the following three areas first. Updates on all of our improvement efforts will be made available on this website as they become available.  

Wireless - An improvement team has been established.

Clarity of information across IT units on campus and NYU IT website and communications - An improvement team has been established.

Classroom Technologies - An improvement team is being established to include staff from Academic Technologies, Campus Media, Teaching and Learning, and faculty.

Additional Observations

Through an analysis of the write-in comments and the answers to questions about Ease of Use, it is clear that many in the community find IT services difficult to use. As a result, NYU IT will be focusing on Usability regarding how a new service is designed, developed, and deployed.

In write-in comments, many individuals suggested software titles they wanted NYU to license. These will be provided to the CIO Council/NYU IT software group for review.

An additional insight emerged around IT support services. Community members found support service information fragmented and too spread out across NYU, making it difficult to find the right information; it is both too much and too uncoordinated. Working across units at NYU to reference each others’ IT services, and to create a better map of IT services and service providers, will be another NYU IT focus.  

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