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Curtin University
Curtin Information Technology Services (CITS)

IT Benchmark Survey: 2012 Results

In 2012, 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:

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

2012 Survey Results

In 2011 You said our call wait times were too long.
We listened!
In 2012 the average wait time for a call to be answered was improved by 25%.

Phone support was rated higher than in previous years, with all round positive survey response. Clients are satisfied with the increase in Phone support helpfulness in 2012, with a positive result of 95%:

A selection of responses are provided below:
       
“The IT Team has responded promptly to my requests for assistance, solving the problem as quickly as possible.”

“(They) respond to problems in a timely manner, using a range of support methods (eg phone, remote desktop, in person etc). I have always found IT staff to be respectful and helpful; tailoring their assistance to my tech-skill-level. “

“I have no technical understanding of computers but have used them for a very long time. I appreciate the way support staff listen to my explanations and give me concise but not patronizing advice. I have found the IT staff to be friendly and approachable. “

2013 promises to be an  exciting year for Curtin IT Services.


Requesting IT assistance has never been easier. Whether you’re at home or on campus you’re now able to send us a web form or an email to service.desk@curtin.edu.au  or call us on extension 9000 (for external, dial (08) 9266 9000).

If you would like to share with us your feedback on our service quality please do not hesitate to contact us at CITS-Feedback@curtin.edu.au

Curtin IT Services looks forward to working with you in 2013 to deliver quality IT service.