ITS customer satisfaction survey 2024
The results of our recent customer satisfaction survey are now available, and we would like to thank you for your valuable feedback. The report has been published.
Since 2015, IT Services has conducted a customer survey every four to five years. The main objective is to ensure the quality of our IT services. We want to know whether we are offering the right services and whether our customers are satisfied with these services. We are not only looking to the past but also to the future. What motivates our customers and what services will be required in the future are important outcome of this survey.
The ITS customer survey 2024 took place between 2 and 31 May 2024. All members of ETH Zurich were invited to participate in the survey. Of those invited, a total of 3,742 people completed the questionnaire, which corresponds to a response rate of around 9.1%. 85% of respondents are satisfied or very satisfied with the services provided by IT Services; only 4% are dissatisfied or somewhat dissatisfied.
The percentage of responses per target group shows a comparatively high response rate among employees of the central bodies (n = 463; 33%). The response rate is significantly lower among students (n = 1942; 7%), employees of the departments supported by Customer Experience & Solutions (ITS CxS) (n = 307; 10%) and the remaining departments (n = 1030; 10%).
The results clearly show that IT Services has steadily improved in recent years.
Evaluation
There are many differences depending on the target group. Due to the large sample sizes, even small differences are statistically significant, so only particularly striking differences are listed below.
- Employees in the departments supported by Customer Experience & Solutions (ITS CxS) have the greatest need for support and, at the same time, have the most positive image of IT Services among all the customer groups surveyed.
- Employees of the central bodies (ZO) know best where they can obtain information about the services available. They rate the importance of most services the highest. Their satisfaction is comparatively high.
- Employees from other ETH departments are the most IT affine and are most familiar with the available IT services. Their satisfaction is in the medium range compared to the other groups.
- Students have the lowest support needs, are the least familiar with the services available and know the least about where they can find out about the services available. The overall picture of IT Services is the least favourable in comparison to other groups. Students are generally the least satisfied with the services provided by IT Services (with the exception of education applications). However, they also generally rate the services as less important (similar to the survey results from 2015 and 2019).
Contact
- Dr Rui Brandao, Director of IT Services
- Dordaneh Arangeh, Head of IT Corporate Centre (ITS CCR)
- Gianni Antonitti, Group Head of ITS ISG ZO (ITS CxS)
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