LTS Client Satisfaction Surveys Yield Good Feedback

In the fall, LTS developed and distributed three client satisfaction surveys: one for students, one for faculty and instructional academic staff (IAS), and one for administrative and professional academic staff (APAS) and classified staff. We surveyed the campus community with three objectives in mind:

• Determine levels of satisfaction with the services we provide
  LTS strives to provide quality products and services. We wanted to measure how we are perceived by our customers. These client surveys also established a baseline for us to use in the future as we continue to garner feedback.
• Identify areas for improvement
  We looked specifically for places we can make some quick changes as well as places where we need to do more planning to make long term changes.
• Identify new services desired by students, faculty, and staff
  We also wanted feedback on what services could be changed or improved.

In this brief article, we will share data that yielded information on each of our objectives. Thanks to all of you who completed our survey! There were 167 surveys returned by faculty and instructional academic staff (a 31.9% response rate) and 243 responses from APAS and classified staff (a 35% return).

Since LTS prides itself on taking a customer service approach to serving the campus community, we wanted to check the satisfaction levels with that approach. The following graph indicates that 82.2% of faculty and IAS responded satisfied or very satisfied and 84.6% of APAS and classified staff also responded in that manner. Comments on our customer service approach ranged from “LTS is a star on campus” to “Aside from a couple of incidents, I've always received prompt assistance and earnest responses” to “You use too many gate keepers to those who can solve those problems that the Help Desk cannot solve.” We regard all of these comments as extremely helpful and are currently analyzing them for trends in order to examine our customer service processes.

LTS also wanted to know if we are providing the services our customers need. The question, “How satisfied are you that LTS provides services you value?” resulted in an 88.4% satisfied/very satisfied response from faculty and IAS and a 93.3% satisfied/very satisfied response from APAS and classified staff. Not many respondents commented on valued services. However, one respondent in this area did comment, “I am satisfied with the suite of software offered to UWEC employees.”

Currently, LTS is promoting “Data Do It,” a campaign that encourages everyone to protect their data by saving it on network drives that are backed up, rather than on an office machine’s hard drive. This led us to ask a question related to satisfaction with LTS’ protection of confidential data. The open-ended comments along with higher numbers in the Neutral and N/A categories revealed that many people do not know if LTS is managing their confidential data well. This was reflected by only 59.6% of faculty and IAS and 77.4% of APAS and classified staff choosing satisfied/very satisfied. LTS now knows that for Data Do It to be successful, we must further convince the campus community that we take protection of confidential data very seriously, have established security measures to protect our customers’ data, and that we have a zero tolerance policy for LTS staff in relationship to confidential data.

The survey proved helpful in looking at areas that need improvement. One item consistently mentioned by faculty, staff, and students was the need for an improved UW-Eau Claire web search engine. We have already begun the search for a better one. Faculty and IAS also reported that not all classrooms are designed to support the way they now teach. The whole classroom design process involves many campus units and will need wide input for change.
As far as opportunities are concerned, faculty expressed a need for voice mail. Several comments indicated that people who had the new Voice over Internet Protocol (VoIP) phones were very pleased with them. They feature voice mail, and LTS has now deployed them to over one-third of the campus.

Overall, the campus community appeared pleased with the services and support provided by LTS. If you want more information on the LTS Client Satisfaction Surveys, please contact LTS at 836-5711 or send email to helpdesk@uwec.edu.