Metropolia's IT Services department carried out its annual customer satisfaction survey in November 2009. The survey was aimed to our main customers: Metropolia's students and staff. The questionnaire included 27 questions, 23 multiple choice questions and four open questions. Some questions were only meant for the staff members.
We received totally 702 responses,224 responses from staff members (about 20% of total number of full-time staff employed) and 487 responses from students (which is only about 4 % of students enrolled as present).
The questions asked can be divided into three main areas. The first 11 questions were related to helpdesk and purchasing service, the next 7 questions were related to systems maintenance services, and the final 10 questions were related to various main information systems used in Metropolia, and to information systems development projects.
The above mentioned three main areas received the following grades from respondents:
On helpdesk and purchase services 71 % of respondents (74 % of staff members) gave either Excellent (5) or Good (4) grades. The median was 4.
On systems maintenance services 56 % of respondents (50 % of staff members) gave either Excellent or Good grades. The median was 4.
On information systems and information systems development projects 33 % of respondents (21 % of staff members) gave either Excellent or Good grades. The median was 3.
Some results of the individual questions are listed down here:
What is your opinion on Helpdesk services in problem management?
Excellent or Good 73% (staff 80%)
What is your opinion in Helpdesk activities in class room maintenance?
Excellent or Good 65 % (staff 73 %)
How well do IT Services handle IT purchases?
Excellent or Good 64 % (staff 59 %)
What is your opinion on your personal office workstation ?
Excellent or Good 73 % (staff only)
What is your opinion on Metropolia network functionality and speed?
Excellent or Good 65 % (staff 64 %)
How do Metropolia WLAN services operate?
Excellent or Good 56 % (staff 45 %)
What is your opinion on Winhawille/Winhaviivi study control system?
Excellent or Good 40 % (staff 35 %)
How do you like Tuubi-portal?
Excellent or Good 38 % (staff 24 %). Median:3
Are the schedules and scheduling tools adequate?
Excellent or Good 33 % (staff 23 %). Median:3
What is you opinion on education planning systems (OPS-editor, Toisu, Totsu)?
Excellent or Good 14 % (staff only). Median: 2
What is your opinion on operations control system (STTS)?
Excellent or Good 17 % (staff only). Median: 2. ( Response percentage was only 30,8% of staff member respondents)
How well have new system implementations succeedeed?
Excellent or Good 25 % (staff 14 %). Median:3
We also received a lot of open answers to all main areas. They are very useful for us in development of our customer services. We will repeat the same kind of questionnaire annually. Our objective is now to improve customer satisfaction particularly in those areas which received mostly fair or poor remarks. Our objective is also to get more student respondents in the next customer survey, because this time the number of students who answered our questions was quite minimal, particularly in some of our campuses.
Our warm thanks to all of you who gave us very valuable feedback.
Tuomo Rintamäki
Chief Information Officer (CIO)