User Satisfaction Survey on ICTO Services
Overview
The purpose for conducting this survey is to assess the degree of user satisfaction on using the information and communication technology services provided by ICTO, which can help us in planning for continuous improvement and hence to provide better services. Target group of people for the survey is all students, academic and administrative staff.
Survey Results
Trend of ICT Service User Satisfaction
Number of Requests to Improve ICT Services
Recognition of ICTO Service Improvement
Overall Satisfaction Trend by User Categories
Remark: The student category is subdivided into UG student and PG student starting in the 2021/2022 academic year. A new category research staff was added in the same year. No previous data can be referred.
Overall Satisfaction Comparison by On or Off Campus Housing
ICT Services Satisfaction Comparison by On or Off Campus Housing
The Most Satisfying Aspects of ICTO
Top 5 satisfying aspects by user categories:
ICT Services Needed to Improve
Improvement needs by user categories:
Network Services to Improve
Multi-year Trend of ICT Service User Satisfaction
Number of Requests to Improve ICT Services
Sufficient Information on Information Security
Recognition of ICTO Service Improvement
Overall Satisfaction Trend by User Categories
Overall Satisfaction Comparison by On or Off Campus Housing
ICT Services Satisfaction Comparison by On or Off Campus Housing
The Top 6 Satisfactory Aspects of ICTO from User Comments
Distribution of Top 6 ICT Services that Need Improvement
Network Services to Improve
| Period: | 28 April to 14 May, 2021 |
| Target respondents: | All students, academic staff and administrative staff |
| Data collection method: | Anonymous on-line survey via email |
| No. of invitation: | 12,331 (Student: 10,758, Academic staff: 617, Administrative staff: 956) |
| No. of response: | 1,706 (Student: 1,372, Academic staff: 106, Administrative staff: 228) |
| Response rate: | 13.84% (Student: 12.75%, Academic staff: 17.18%, Administrative staff: 23.85%) |
The survey results are shown below:
Remarks:
- “Computer room and student printing services” was given to respondents for rating starting from the survey in 2018/2019.
- “Help Desk Service Support” was given to respondents for rating starting from the survey in 2020/2021.
(Rank 1 means enhancement needed with 1st priority, while Rank 2 with 2nd priority, and so on.)
Index of Information and Communication Technology Services
- (a) Email service
- (b) Internet services
- (c) Wireless LAN services
- (d) Administrative information systems support services
- (e) Computer room and student printing services at Central Teaching Building
- (f) eLearning support
- (g) Research support – High Performance Computing Cluster (HPCC)
- (h) Information and communication technology trainings
- (i) Information security
- (j) Office IT equipment
- (k) Help Desk support service
- (IT Security) Sufficient information on information security?
Scale of Measurement
(a – k) Very Satisfied (7) < – – – – – > Very Dissatisfied (1)
(IT Security) Strongly Agree (7) < – – – – – > Strongly Disagree (1)
