About ITS

Greatest Satisfaction and Dissatisfaction

Overview

Based on mean, the courteousness and friendliness of ITS Help and Support teams was rated highest, with Distributed Support Providers (DSPs) receiving the greatest satisfaction.

The wireless network service received the lowest overall score. Based solely on mean, ITS received the greatest dissatisfaction with YaleConnect as a service, particularly as relates to calendaring.

YALE INFORMATION TECHNOLOGY SERVICES (ITS) OVERALL and Technology at Yale Overall

Out of the 1389 people who responded to this question, only 5% were dissatisfied and 74% were satisfied. Out of the 1573 people who responded, only 7% were dissatisfied and 73% were satisfied. 

SATISFACTION

The results were analyzed by cohort (Faculty, Graduate Student, Undergraduate Student, Staff) to identify the top seven satisfaction means for faculty, graduate students, undergraduate students, and staff at Yale.

Faculty

"Yale ITS Walk-in Support Center staff are courteous and friendly" received the highest mean according to the satisfaction scale (4.54) and the highest satisfaction rating at 94%. "Yale ITS Help Desk staff are courteous and friendly" was also rated highly according to the satisfaction scale, and had many more responses than any other question among the seven highest satisfaction means. Due to the number of responses to each of these questions, we infer that the curteousness and friendlyness of our Help and Support Teams is of high importance to Faculty members.

Graduate Students

"Yale ITS Walk-in Support Center staff are courteous and friendly" received the highest mean according to the satisfaction scale (4.42) and a high satisfaction rating at 89%. However, this question only received 55 responses. At 125 responses, "EliApps speed of email message delivery" received the most responses out of the seven highest satisfaction means. We can infer from the number of responses that graduate students hold EliApps email system to high importance.

Undergraduate Students

"EliApps speed of email message delivery" received the highest mean according to the satisfaction scale (4.38) as well as a high satisfaction rating at 92%. With 231 responsesthis question also received the largest amount of responses among any of the quetions of the highest seven satisfaction means. We can understand that not only are undergraduate students most satisfied wtih the email system provided for them, but they also hold this service to a very high importance.

Staff

"Distributed Support Provider (DSP) staff are courteous and friendly" received the highest mean according to the satisfaction scale (4.52) and one of the highest satisfaction rating at 94%. Graduate student responses were otherwise very similar to those of highest rating for faculty members.

DISSATISFACTION

Results from each cohort were analyzed separately to identify the top seven dissatisfaction factors for the faculty, graduate students, undergraduate students, and staff at Yale.

Faculty

The Conflict of Interest (COI) application received the lowest mean according to the satisfaction scale (3.35), but a very small number of faculty use this service. "How efficiently you can complete needed tasks using Classes*v2" received the greatest percentage of dissatisfaction at 23%.

Graduate Students

"Classes*v2 ease of use" received the lowest mean from Graduate Students according to the satisfaction scale (3.35), while YaleConnect device calendar syncing received the greatest dissatisfaction percentage at 26%. The majority of Graduate students use the EliApps email service. "Wireless network availability and reliability," however, has a significantly larger percentage of users and therefore a larger number rating dissatisfaction with this service.

Undergraduate Students

"Wireless network availability and reliability" received the lowest mean according to the satisfaction scale (2.80) and the greatest dissatisfaction rating at 45%. The count of all responses was 300, so it is evident that undergraduate students at Yale also find "Wireless network availability and reliability" important.

Staff

"IRES Proposal Tracking app" received the lowest mean according to the satisfaction scale (3.20) and the greatest dissatisfaction rating at 26%. However, a small percentage of the population uses this application. In contrast, a large percentage of the population responded to disatisfaction with "Wired telephone equipment and quality" as 348 individuals responded to this question.