Measuring User Satisfaction Why It s Important and How to Do It Research Report August 2012 Appendix A: Satisfaction Survey Question Bank To help institutions create their own satisfaction assessment surveys, this appendix compiles sample questions for frequently assessed service areas. We selected these questions from a much longer list of questions collected from the websites of institutions researched for this project. These questions can be used as a starting point for developing user satisfaction surveys at your institution. Help Desk [Name of help desk organization] provides technical support and consulting services to the [institution name] community. 1. In the past year, how often have you contacted [name of help desk organization] for advice, assistance, purchasing, etc.? Select one. Several times a week About once a week A few times a month About once a month Every couple of months A few times per year Can t recall the last time I contacted the helpdesk Did not contact the helpdesk 2. Why did you contact [name of help desk organization]? Access issue (log-in instructions, password reset) Application issue (such as e-mail, MS Office) Computer issue (other software, hardware, media) Networking issue (connectivity, bandwidth, wireless) Training issue (training class, FAQs, tips) Online learning Web support Administrative systems Equipment check (projector, GPS, laptop) Classroom audiovisual support Other Did not contact helpdesk 2012 EDUCAUSE. CC by-nc-nd 1
3. If you have received help from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Telephone consulting [list phone number] Walk-in consulting [list physical location] E-mail consulting [list e-mail address] Chat consulting Online resources [list website] Other 4. Considering your interactions with the help desk over the past year, how satisfied were you with the following support aspects? (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/did not use service) Convenience of the help desk/hours of operation Availability of after-hours support/evenings and weekends Accessibility (via telephone, e-mail, voice mail, web, walk-in, etc.) Courtesy and professionalism of help desk staff member Ability to listen to problem and communicate solution Understanding of my needs and requirements Technical proficiency of help desk member Accuracy of documenting the problem/issue Timeliness of problem resolution Notification of problem status or resolution Overall quality of service 5. If you have not used the [name of help desk organization] over the past year, please select the reason that best describes why not. Select one I did not know about the [name of help desk organization] s resources. I do not have a need to use [name of help desk organization] s resources. I do not plan to ever use [name of help desk organization] s resources. Wireless [Institution name] provides the [name] wireless network to access the Internet and institution resources. 1. How often do you typically use the [name] wireless network? More than five times per day 1 5 times per day 1 5 times per week 1 5 times per month Less than one time per month 2
2. If you use the [name] wireless network, please indicate your overall satisfaction by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Reliability of the campus wireless network Overall availability of the campus wireless network throughout campus Availability of the campus wireless network in public, social gathering, and study spaces Ease of setup, connecting, and logging into the campus wireless network in public, social gathering, and study spaces Speed of the wireless connection in public, social gathering, and study spaces Quality of wireless documentation on the [institution name] website. Campus wireless network s contributions to overall learning experience 3. To what degree has each of the following factors been a problem for your use of educational technology in your courses? (1 = never, 2 = seldom, 3 = neutral, 4 = often, 5 = frequently, n/a = don t know/don t use) Finding wireless access on campus Successfully connecting to wireless access points on campus Slowness of wireless internet connection 4. Identify up to five campus locations where you would like better wireless coverage. [Text box] E-mail [Institution name] provides [name] e-mail service to send messages (e-mail) to others at the institution and worldwide. 1. Do you use [institution name] s [name] e-mail service? Yes, it is the e-mail system that I primarily use. Yes, but I also use other e-mail systems. No, I forward my [institution name] [name] to another system. No, not at all. 2. How often do you typically check [Institution name] s [name] e-mail account? More than five times per day 1 5 times per day 1 5 times per week 1 5 times per month 3
Less than one time per month 3. If you use the [institution name] s [name] e-mail service, please indicate your overall satisfaction by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Availability Fulfillment of your needs Ease of use Acceptability of downtime due to maintenance Computer Lab [Institution name] maintains computer labs at [list locations] to facilitate student learning and enhance instruction. 1. How often during the past year have you typically used the computer labs? Daily Weekly Monthly Rarely 2. Which computer lab do you use most frequently? [List locations and enable respondent to select one] 3. If you use the computer labs, please indicate your overall satisfaction by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Hours of operation Availability/number of computers Performance of computers Available software Printer quality Ease of logging in Ease of printing Courtesy/friendliness of lab staff Expertise of lab staff Environmental comfort in labs Comfort of chairs and tables 4
Cleanliness of labs Group study rooms Learning Management System [Institution name] provides the [name] learning management system (LMS) to organize and administer courses, deliver content, and facilitate interaction. 1. How often during the past year have you typically used the [name] LMS? Daily Weekly Monthly Rarely 2. Please indicate how the [name] LMS is used typically in your courses. To push out information only, such as posting a syllabus or other handouts To promote interaction outside of the classroom by using discussion boards, assignments, assessments, etc. The course is completely online 3. If you use the [name] LMS, please indicate your overall satisfaction by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) System availability System response time Ease-of-use Phone support Online self-help materials Training As a course management tool As an online collaboration tool 4. Please indicate your overall satisfaction with the [name] LMS features by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Home-page module Syllabus Content (handouts, lecture notes, etc.) Assignment tool Announcements Faculty/staff/student information 5
E-mail Discussion board groups Quizzes, tests, or surveys Grade center Plagiarism prevention service Blogs/wikis/journals Podcasts/voice tools Online lectures (recorded or live) IM Proctored exams (online courses only) Remote software access Online tutoring service Clickers 5. Please indicate your agreement with the following statements. (1 = strongly agree, 2 = agree, 3 = neutral, 4 = disagree, 5 = strongly disagree, n/a = don t know/don t use) For Faculty The [name] LMS is critical in my teaching. The associated support services are critical in my teaching The [name] LMS is very useful as a tool to enhance student learning For Students The [name] LMS is critical to my learning. The [name] LMS is very useful as a tool to enhance my learning. Classroom Technology [Institution name] provides technology resources to support classroom teaching of courses. 1. If you use classroom technology resources, please indicate your overall satisfaction of your experience by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Use of equipment to promote instructional goals Use of software to promote instructional goals Ability to meet the needs of different learning styles Class time consumed making technology adjustments Ability to keep class moving when technical issues arise Degree to which technology available meets my overall expectations 6
2. Thinking about the technology available in the classroom, please indicate your overall satisfaction of the following by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Availability of classrooms with multimedia equipment Variety of equipment available Reliability of equipment Refresh/update frequency of equipment Variety of software Reliability of software Refresh/update frequency of software General ease-of-use of podium systems Computers in the podiums Software on the podium computers Computer projection Audience response systems (ARS) Wireless access Institution Website The [institution name] s website, [website address] provides useful information about the university, its programs, and services. 1. How often during the past year have you typically accessed the institution s website? Daily Weekly Monthly Rarely 2. Thinking about the institution website, please indicate your overall satisfaction of the following by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Visual appearance of the website Ease of use The time it takes for pages to load Search function Ease of locating desired information (navigation) Ease of obtaining news and events Ability to connect with social networking sites Ability to find contact information for either people or services 7
Central IT Website The [name of central IT organization] website provides technology information and resources for the institutional community. 1. How often during the past year have you typically accessed the [name of central IT organization] s website? Daily Weekly Monthly Rarely 2. Thinking about the [name of central IT organization] website, please indicate your overall satisfaction of the following by selecting the appropriate response. (1 = very satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied, 5 = very dissatisfied, n/a = don t know/don t use) Documentation Service notes Software downloads News/blog Purchasing information Forms Search function 8