Message-Id: <200012152144.QAA12783@marley.mit.edu>
from: jdb@MIT.EDU
reply-to: smyser@MIT.EDU
subject: Thank you for your feedback! -- IS Customer Satisfaction Survey
Date: Fri, 15 Dec 2000 16:44:42 -0500
Sender: smyser@MIT.EDU
Status: O


On November 1, I wrote asking you to participate in a customer
satisfaction survey for Information Systems (IS).  There were over 400
responses from people selected as part of the random sample.  I am
writing today to extend my appreciation to the 81 faculty, 227
administrators, and 130 students who took time to share their feedback
with IS.

Summary results are available at
   http://web.mit.edu/measures/survey/report/
I urge you to take a look at how you scored our work.

Overall, you gave IS relatively high marks (on a 1-5 scale) for its
desktop computing environment, network services, network connections,
and telephone services.  In doing this, you also noted a number of
concerns about network bandwidth (speed), time to get a new network
connection installed, and the lack of desired phone and voice mail
features.

You were less satisfied with IS's remote access offerings, with the
Computing Help Desk, and with IS's communications and documentation.
Some of your specific concerns include: Tether is seen as too slow, too
expensive, and too difficult to use when working overseas.  You
expressed a need for us improve how the Help Desk answers phone calls
and for expertise to resolve issues quickly.  And you noted that we need
to make our documentation easier to understand while making it easier
for people to find what they are looking for when searching IS web
pages.

IS has already prioritized a set of improvement opportunities based on
your feedback.  In the months ahead, we will be working on ways to
enhance our effectiveness in providing these services.

On an almost final note: Most of you did enter the raffle.  The winners
of the $100 gift certificates to the Coop were from the Materials
Testing Laboratory (faculty), the Sloan School (students), and the
Office of Corporate Giving (administrators).  These winners have been
contacted.

Thank you once again for taking the time to tell us what you think.
Your feedback is extremely valuable, and will help us improve the
support and services we provide to the MIT community.

Best wishes for the holiday season.

.................................................... jim bruce


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James D. Bruce                                       jdb@mit.edu
Professor of Electrical Engineering and              617.253.3103 Voice
    Vice President for Information Systems           617.253.0750 Fax
Massachusetts Institute of Technology
77 Massachusetts Avenue, Room 10-219
Cambridge, MA 02139-4307

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