Spring 2004 Customer Survey

Campus Computing Facilities, RUCS-NB/P

Click Here To See All The Survey Results and Graphs.

Details:

On Tuesday, February 17^th, 2004 a one-page, nine-question survey was given out to users of the computer centers on the New Brunswick campus. This survey was distributed in 11 of the 12 major public labs (LSM excluded.) CAC and Livingston also continued the survey into Wednesday, February 18^th at their sites. To get a good sampling, all users were encouraged to take the survey. At some sites, they were handed to out as users entered the lab. At others, the surveys were passed out to all users at regular intervals throughout the day. Consultants diligently collected surveys to make sure we got as many as possible back. Over 2100 individuals completed and returned the survey. To make a comparison possible, questions were based on the last survey we gave some five years ago – in Spring 1999. A few were modified to make the questions and choices more clear. One question [4] was added.

Caveat:

The survey adequately details the opinions of people who use our labs. Since the same methodology was used in the 1999 survey, any shift in opinion seen between the results of the two surveys should have real significance. However, it should not be assumed these results reflect the general opinions of all students, faculty and staff at Rutgers. People who opt not to use the labs, could potentially have opinions that differ significantly from that shown in this report.

Highlighted Results:

• Like 5 years ago, 90% of the users are undergraduates. The rest are graduate students.

• There was a significant drop in “daily” usage during the 5 years. (42% Spr99; 22% now)

• However, usage “several times a week” or more has not changed much. (80% Spr99; 77% now)

• Waiting to use a computer is now a minor issue. Only 5% report they “frequently wait.” Furthermore, 82% of users report that either they never wait, or if they do it is generally under 10 minutes. (This matches the complete lack of feedback complaints we now get about this.)

• Like 5 years ago, 91% are satisfied with the software we have in the labs.

• As expected PCs are overwhelming preferred over Macs, but over 50% of users report they do utilize the Macs at least some – a percentage we did not previously realize.

• Users are pleased with the consultants, even moreso than 5 years ago. Although less people now regularly (often, occasionally) ask for help (53% Spr99, 32% now), 82% of all users say they have gotten help from consultants at some point. Of these folks, 84% report that consultants are “very helpful” or “helpful”, whereas only 72% did 5 years ago. Likewise, only 2% of users now say consultants are “not helpful” - which is a drop from 5% five years ago. (Possibly a good sign that our focus on employee recruitment, rewards, evaluation and training has paid off.)

• Finally, the overall opinion of the labs is about the same as five years ago. Some 78% of users state our equipment, software and services are “Above Average” or “Excellent”. A mere 1% say they find the computer centers “Disappointing.”

Click Here To See All The Survey Results and Graphs.

Jt 2/25/04