1. IT Services Questionnaire
Analysis
Overview of how Perins School IT
Services is seen by our clients
(Students & teachers).

2.  I have conducted a survey on behalf of the IT
department using a variety questions, to show an
understanding of how to gather information
regarding customer satisfaction levels.
 This is to gain insight on the department’s reputation,
as well as an awareness of what we are doing well
and how we could improve.
Overview

3. The Survey Results
All of the current results are put into the appropriate
methods to be easily identified. Worded answers will be
sampled; the full results will be available on Moodle
The survey was delivered to the Year 7’s first and those results
have been collected separate to the whole school survey. The
year 7’s are include in the whole school. This is provide a fair
analyse of first impressions.
The year 7’s had 49 respondents in the survey, the Whole school
had 150 respondents

4. 32%
51%
13%
4%
All Year Groups
They dealt with me straight away
I had to wait a short amount of
time to be seen
I had to wait a long time
I gave up because the queue was
too long
Was the IT Team was available in a
timely manner?
57%
33%
5%
Year 7 only
They dealt with me
straight away
I had to wait a short
amount of time to be
seen
I had to wait a long
time
I gave up because the
queue was too long

5. 36% 39%
14% 11%
Yes, they dealt
with me straight
away
Yes, although
they had to take
in my device
Yes, but I had to
use a loan device
until mine was
complete
No, I still have the
same problem
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
All Year Groups
The IT Team resolved my issue:
Do you agree?
65%
24%
8% 2%
Yes, they
dealt with
me straight
away
Yes,
although
they had to
take in my
device
Yes, but I
had to use
a loan
device until
mine was
complete
No, I still
have the
same
problem
0%
10%
20%
30%
40%
50%
60%
70%
Year 7 Only

6. 67%
33%
All Year groups
Yes
No
Did the IT Team explain what was
wrong with your device?
65%
35%
Year 7 only
Yes
No

7. 76%
24%
All Year Groups
Yes
No
Did the IT Team answer all your
questions?
84%
16%
Year 7 Groups
Yes
No

8. 75%
25%
I agree I disagree
All Year Groups
The IT Team showed knowledge of
the products/services
82%
18%
I agree I disagree
Year 7 Only

9. 91%
9%
All Year groups
Yes
No
Did you follow the advice given to
you by the IT Services Team?
94%
6%
Year 7 only
Yes
No

10. 15%
3%
9%
2%
6%65%
All Year Groups
Mr Bartlett
Mrs Cleaver
Mr Harper
Mrs Levett
Mr Lewis
Mr Searle
Which member of the IT services
team is most helpful?
10%
2%
8%
4%
14%61%
Year 7 only
Mr Bartlett
Mrs Cleaver
Mr Harper
Mrs Levett
Mr Lewis
Mr Searle
The figures only show the which member of staff has help a student, this is why Caroline and Jo
have low percentages. Harry score is lower in the All year group as the students tend to pick
members of staff they are familiar with or that they have dealt with in the past.

11. 22%
48%
16%
9%
5%
All Year Groups
Exellent
Good
Average
Fair
Poor
Rate your customer service
41%
43%
10%
2%
4%
All Year 7
Exellent
Good
Average
Fair
Poor

12. Sample word answers
The results that have been selected are to reflect the
trend. The full list of results can be found on Moodle.

13. What do you like best about the
laptop scheme?
Having a Laptop
The fact that once the scheme is finished
you have the option to buy the device
from the school.
Unlocks Learning potential
You can take them home and complete
homework online
The IT Team are always available
Every lesson is an E-Learning lesson

14. How can we improve our service?
Have two hatches so the queue is quicker
By doing nothing
Get more staff to make it quicker
Fix problems faster
Seeing more than one pupil at a time
More Staff Training

15.  Faster repair time
 Multiple service desks
 More staff
 Waiting time
 Explanations
Trend analysis of improvement