The survey results showed that the majority of respondents were female, Malaysian, undergraduate 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. The main recommendation was to improve WiFi problems, especially for postgraduate students living in Mahallahs by adding more access points and exploring options to enhance bandwidth.

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

6. Internet Connection
Satisfied: 77.5% Satisfied: 62.5%

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

16. IIUM WiFi SERVICE POLL
In an online poll
conducted asking the
question “How do you
rate the WiFi services
in IIUM in terms of
general use for
teaching and learning,
out of 240 responses,
72% says that it needs
improvement.

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).