Faculty, staff, and students participated in the 2016 IT TechQual+ Biennial Survey. The survey is designed to capture the user perspective on information technology (IT) services and quality at WashU.
Survey Results Summary
Invitations to participate in the survey were sent to a random sampling of 3,776 members of the WashU Community. Overall, 984 people participated in the survey: 254 faculty, 597 staff, and 95 students.
TechQual+ advises the exclusion of outlier data and therefore outlier data is omitted in this report. TechQual+ defines outlier data as observations that are numerically distant from other cases and have the potential to result in misleading results.
Analysis of the effectiveness of technology service by role (students, staff, and faculty), yielded the following conclusions:
- Having an Internet service that operates reliably.
- Having an Internet service that provides adequate capacity or speed.
- Receiving communications regarding technology services that I can understand.
- Having an Internet service that provides adequate Wi-Fi coverage.
- Having adequate cellular (or mobile) coverage throughout campus.
- Having technology services that allow me to collaborate effectively with others.
- Having systems that provide timely access to data that informs decision-making.
- Getting timely resolution of technology problems that I am experiencing.
- Technology support staff who have the knowledge to answer my questions.
- Getting access to training or other self-help information that increases my effectiveness with technology.
- How easy is it to login to the services I need?
- Faculty felt the strongest about the perceived service level being less than the minimum service level in all areas except one—having an Internet service that provides adequate capacity of speed.
- The minimum service level faculty and staff are willing to accept is much higher than the level accepted by students.
- Faculty were the most dissatisfied with the perceived service level while students were the most satisfied with the current perceived service level.
- Faculty, staff, and students all have very similar desired service levels (rated 8.04 – 8.8).
- The perceived service level being provided is less than the desired service level in all 15 areas
The core TechQual+ survey contains 15 items that assess the quality of services as related to the three core commitments. Each core commitment is measured through four or five separate items reflecting IT service outcomes. For each IT service outcome, respondents specified (on a scale of 1 to 9) their expectations for minimum service level (the lowest level of performance acceptable), desired service level (the level of service they want), and the perceived performance (the current service level being provided). The range between end users’ minimum expectations and desired expectations constitutes what is known as the “zone of tolerance.” The range between end users’ minimum expectations and current perceived service level constitutes what is known as the “adequacy gap score”.