A key performance indicator of success is to gauge to what extent the SMCCCD community perceives that it is well served. To determine user satisfaction, ITS has surveyed users and tracked technology support.
This self-assessment aligns with best practices and is in keeping with the Accreditation Standard IIIC, technology support of student learning, teaching, and administrative services.
A survey of faculty and staff was conducted in April 2012 to evaluate their level of satisfaction with the services and systems provided by the department. Using a scale of 1 to 5, with 5 being the highest level of satisfaction, ITS was rated from 4.10 for technology purchases to 4.69 for the reliability of the services provided. One area for improvement includes the need for more training related to the use of Banner, the document imaging system, and Degree Works (score 3.75). Overall, the average rating across 12 categories was 4.33. The following services were the highest rated in terms of need: WebSmart, telephones, employee email, ITS HelpCenter, the wireless network, cell phone reception, web-based schedule of classes and emergency text messaging. (JUDSON – Revise to not reflect a point in time)
A satisfaction survey is sent to all users of the HelpCenter upon closing of the Help Ticket and assistance has been provided to users. The overwhelming majority expressed satisfaction:
Student users are surveyed to determine the level of satisfaction they have in email and student services. Nearly 500 students responded to nine survey items expressing overall satisfaction. The survey included those items below addressing the main item, “In the past year, how satisfied have you been using WebSMART to: