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Curtin University
Curtin Information Technology Services (CITS)

Summary of 2015 IT Benchmark Survey

Consistency of service quality 2014 to 2015

The indication is that there is a consistent standard of service quality being delivered across the years; with 32.40% reporting that there has been an improvement and 3.42% that the service is worse than last year. Some 57.36% report the service quality is the same as last year and they are satisfied.

Phone and On-site Teams results

The service quality satisfaction scores for the On-site (84.39%) and Phone Support (70.75%) teams are stable. Both results are up slightly around 3% from 2014. Satisfaction with service quality when users experienced complex or on-going problems is at 44.91% which is down by 3.28% from 2014. Remote Assistance is 84.39% satisfaction which is up 1.10% on 2014.

Benchmark Survey image

On-site support and remote take over are the support channels with the greatest level of satisfaction. Satisfaction with Self-help is better than most other universities indicating a high quality self-service mechanism is in place.