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2007 IS&T Customer Satisfaction Survey Results
In April, 2007, IS&T asked a sample population of faculty members,
students, and administrative staff to complete a satisfaction
survey. This was the fifth in a series of IS&T customer surveys
that began in 2000 and have been conducted every 18 months or so since.
The purpose of the survey was to:
- Find out how customers rate IS&T services and support;
- Ascertain what contributes to customer satisfaction or
dissatisfaction;
- Give customers an opportunity to influence IS&T priorities.
The response rate from those we invited to complete the survey met our
expectations with 686 respondents, about 38% of those invited.
To ensure objectivity and confidentiality, we
contracted with an external firm to conduct the survey. MOR
Associates
(which regularly conducts similar surveys for Stanford, NYU and other universities) administered
this survey and assessed the results.
In past years, IS&T has used the survey input to help prioritize
improvements that address some of concerns our customers expressed.
We expect to continue this process in 2007.
We are grateful to the respondents for their continued support of this
key initiative. Please direct your comments or questions to ist-survey@mit.edu.
Our goal is to continue to strive to provide the best services possible,
commensurate with the excellence that MIT represents.
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