OIT Satisfaction Survey Results 2023
We recently completed our 4th OIT Customer Satisfaction Survey. Our main goal was to use this survey as a tool to continue to evaluate the effectiveness of our support groups and IT systems. We want to make sure we’re providing the campus with the best possible service. This survey gives our valued customers and stakeholders the opportunity to let us know what they think about the services we provide. Plus, it helps us identify any resource gaps and opportunities to improve our services.
Methodology
This was an online survey conducted by UC San Diego’s Tritonlytics Team, who runs the Balanced Scorecard survey program at UCSD. An email was sent out to each participant with an individual access code. Individual responses were confidential, although we recorded which department individuals were in to help provide an understanding of specific department needs and requirements.
Survey Stats
- 4th Year of the OIT Satisfaction Survey
- Survey Period: February 21 – March 17, 2023
- 24 OIT Support Groups & 45 Systems Surveyed
- 11,638 Faculty and Staff Invited
- 15% Response Rate (1,772 Surveys Completed)
OIT Support Area Results
Our survey covered 24 service areas of support.
Each support survey area included 6 to 8 standard satisfaction questions and one comment field to allow clients to give us more information on how we can provide better service.
Support Area Satisfaction
100% of support areas in OIT were ranked as Good or Excellent for each standard question.
Overall Satisfaction
The percentage of clients who are satisfied that OIT support groups are meeting their department’s needs.
Client Services
- Classroom Technology Support 97%
- OIT Help Desk & Desktop Support 96%
- OIT Software Licensing 95%
- Sites, Faculty Websites, WordPress 95%
Enrollment Management
- Financial Aid IT 98%
- Graduate Division IT 97%
- Registrar IT 96%
- Summer Session IT 94%
Enterprise Infrastructure
- Google Workspace for Education 99%
- Microsoft 365 96%
- Network Services 93%
- Telephone & Voicemail 94%
- Windows System Administration 96%
Data & Information Management
- Business Intelligence & Data Warehouse 96%
Enterprise Applications
- Accounting & Kuali Financial Systems IT 90%
- Facilities Management IT 92%
- Financial Services IT 94%
- Human Resources IT 96%
- Office of Research IT 94%
- ServiceNow 94%
- Transportation & Distribution Services IT 93%
Security
- UCInetIDs, Identity, and Access 97%
- IT Security 93%
Student & Academic Services
- Educational Technology (Canvas and EEE+) 94%
Survey Support Results by OIT Division
For an in-depth look at the results of OIT’s support areas, view the reports in PDF format shown below.
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Client Services
Data and Information Management
Enrollment Management
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Enterprise Infrastructure
Student and Academic Services
OIT Application and System Satisfaction
The survey covered 45 OIT applications and systems. The system survey portion included 4 standard questions and one comment field asking for suggestions for improving the service.
Overall Satisfaction
- Excellent / Good 93%
Straightforward and Easy to Use
- Excellent / Good 82%
Has the Functions, Features & Capabilities I Need
- Excellent / Good 93%
Effectively Supports What I Need to Do
- Excellent / Good 93%
OIT leadership analyzed the results to develop a plan for the next fiscal year. Areas that appear to need special attention will be prioritized and a general plan for making improvements has been made.