IT Service Quality Benchmark

Each year Technology Services participates in an annual University IT Service Quality Benchmark survey. In 2011 a total of 31 Universities took part and responses were obtained from 23,016 individuals.  

Respondents were asked to complete an online questionnaire asking about their experiences in using the Technology support services. The questions related
to a number of different areas of customer service including speed of response, communication and feedback. The questionnaire addressed five service categories:

• Overall Satisfaction 
• Responsiveness 
• Communication 
• Technical Skills 
• Bad Experiences