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Curtin University
Curtin Information Technology Services (CITS)

Summary of 2016 IT Benchmark Survey

Survey Cohort and Results

The cohort consisted of 7397 staff members, of whom 1689 responded giving a response rate of 22.8%.This is above the typical response rate for the sector of around 18%.

The indication is that there is a consistent standard of service quality being delivered across the years. Most people (63%) feel that the service quality is the same as last year and they are satisfied, with 26% indicating that there has been an improvement and 5% feeling that it has worsened. When looking at people's initial impressions of overall IT support, satisfaction was at 71%, which was up 1 point since the previous survey

The table below shows the percentage of people who rated the different support teams' various competencies as either good, or very good. The average rating across all teams and competencies was 81%, which is above the minimum target of 55%.

Team
(percent satisfied)

Year

Technical

Helpful

Business Knowledge

Diagnose

Average

Phone IT Support Service

2014

67

71

63

67

67

2015

72

76

65

69

71

2016

75

78

72

73

75

Remote Assistance IT Support  Service

2014

86

87

80

81

83

2015

86

88

81

82

84

2016

87

88

85

85

86

On-Site (Desktop) Support Service

2014

81

84

78

79

81

2015

85

85

83

83

84

2016

81

83

79

80

81

Areas of Improvement

One of the key areas of improvement as per the feedback was the user experience on the newly launched ICT Procurement portal as part of the IT Self-service portal. The CITS team performed a number of design changes to improve the user experience which includes

  • Removing the number of pages to click through to place an order.
  • Removing the news feed to simplify the user experience.
  • Increasing the size of images and descriptions of equipment.
  • Improving language to provide clarity on available items, leasing and purchasing.
  • Providing functionality for specific users to select multiple quantities of items.