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Curtin University
Curtin Information Technology Services (CITS)

IT Benchmark Survey: 2010 Results

In 2010, Curtin University participated in the IT Service Quality Benchmark Survey, along with over 30 other universities from Australia and New Zealand. The purposes of the survey were:

  1. To gather information about client satisfaction in order to continue to improve IT services at Curtin; and
  2. To obtain comparative benchmark data about IT service delivery across Australian and New Zealand universities.

2010 Survey Results

The 2010 IT Service Quality Benchmark Survey comprised 23 questions on a range of different aspects of IT support service provision. The survey questionnaire was completed by a total of 1010 staff (a credible return rate of 30.1%). Of these responses, 415 were from academic staff and 595 were from general staff.

The perceived satisfaction of 73.01% measured in Question 1 came in slighter higher than the calculated satisfaction of 68.87% (across the other survey questions). General staff, with a satisfaction level of 70.04%, were more satisfied than academic staff, who rated their satisfaction at 67.07%.

A brief summary of the survey responses for a few key questions is provided below.

2010 Survey Results

What is the usual delay you have experienced when waiting for the University IT desktop/desk-side or remote support team for urgent problems?

What is the usual delay you have experienced when waiting for the University IT desktop/desk-side or remote support team for urgent problems?

The phone support team technical skills are

More than half of staff perceived the CITS Service Desk technical skills as good or very good (56.9%) with another third saying variable but mostly good (32.8%). The mean response was 71.77%.

The desktop/desk-side/remote support team technical skills are

Most staff perceived the desktop support team technical skills as good or very good (69.3%) with another quarter saying variable but mostly good (25.7%). The mean response was 77.86%.

Interpersonal skills and Business Understanding.

Client experiences:

What is the University IT Team doing well?

The most common sentiment reported by staff in this free text question was being satisfied. Other themes identified were responsiveness on desktop service. A selection of responses are provided below:

  • “Prompt service. Patience with those of us that are not IT savvy.”
  • “Helpful. Usually a quick response.”
  • “They have continually improved their service. They are doing everything well.”
  • “Customer service and genuine desire to help is fantastic.”
  • “CITS Service Desk provide a central point of contact and are generally very quick to assist and resolve my problem.”