ITD customer feedback survey 2015 report
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The survey results showed that the majority of respondents were female students between 20-39 years old. Most respondents were satisfied with ITD services like internet connection, telephone/video conferencing, and email/portal. Overall satisfaction was 79.5% but students reported lower satisfaction than staff. Common suggestions were to improve WiFi, especially at student residences. A poll found 72% felt WiFi needed improvement for teaching and learning.
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- 1. ITD CUSTOMER FEEDBACK SURVEY 2015 RESULTS CUSTOMER RELATIONS UNIT (CRU)
- 2. Demographics Female 425 (57%) Male 321 (43%) TOTAL NUMBER OF RESPONDENTS = 746 Malaysian 645 (86.5%) International 101 (13.5%)
- 3. UG Students 493 (66.1%) PG Students 34 (4.6%) Academic Staff 109 (14.6%) Admin Staff 110 (14.7%) Demographics – Designation Total 527 students (70.7%) Total 219 staff (29.3%)
- 4. Demographics – Age group 20 - 39 633 (84.9%) 40 - 49 79 (10.6%) Over 50 34 (4.6%)
- 5. Demographics – KCDIO 150 137 128 87 28 22 20 19 18 17 12 9 7 6 6 6 5 5 0 20 40 60 80 100 120 140 160
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- 7. Telephone and Video Conferencing Satisfied: 77.4% Satisfied: 71.1%
- 8. E-mail and MyIIUM Portal Satisfied: 77.4% Satisfied: 71.1%
- 9. Overall Customer Satisfaction (Staff vs Students) 11 13 49 121 26 0 20 40 60 80 100 120 140 1 2 3 4 5 36 90 195 176 27 0 50 100 150 200 250 1 2 3 4 5 Satisfied: 89% Satisfied: 76% Staff Students
- 10. Overall Customer Satisfaction Overall satisfaction – 79.5% Rating Frequency Percentage 1 52 7% 2 101 13.50% 3 243 32.60% 4 298 39.90% 5 52 7%
- 11. 85.50% 21.80% 43.00% 89.00% 76.00% 79.50% Staff Students Overall Customer Satisfaction 2014 vs 2015 2014 2015
- 12. Customer Satisfaction by Gender Male – 73.5% Female – 84.2% 28 57 110 106 2021 46 134 191 33 0 50 100 150 200 250 1 2 3 4 5 Male Female
- 13. Customer Satisfaction by Age Group 20 – 39 years old – 78% 40 – 49 years old – 86% Above 50 – 100% 44 96 219 233 41 4 7 22 39 7 0 0 2 26 6 0 50 100 150 200 250 1 2 3 4 5 20 - 39 years old 40 - 49 years old 50 years old and above
- 14. Customer Satisfaction by Nationality Local – 81% International – 72% 39 84 211 263 48 9 19 34 34 5 0 50 100 150 200 250 300 1 2 3 4 5 Malaysian International
- 15. Please write down any additional comments or suggestions that you might have
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- 17. Recommendation Resolve WiFi problems at Mahallahs especially for PG students • Provide access points to the corridors or where needed by proper feasibility study. If any financial constraints in this regard, can be solved upon consultation with students /students welfare fund/authority. • Can revisit the internet fee structure based upon the individual usage if the service is up to the mark. • Can have some business deals with mobile operators pertaining borrowing their bandwidth (long term).