IT Services Questionnaire Analysis

Overview of how Perins School IT Services is seen by our

clients (Students & teachers).

I have conducted a survey on behalf of the IT department using a variety questions, to show an understanding of how to gather information regarding customer satisfaction levels.

This is to gain insight on the department’s reputation, as well as an awareness of what we are doing well and how we could improve.

Overview

The Survey Results

All of the current results are put into the appropriate methods to be easily identified. Worded answers will

be sampled; the full results will be available on Moodle

The survey was delivered to the Year 7’s first and those results have been collected separate to the whole school survey. The year 7’s are include in the whole school. This is provide a fair

analyse of first impressions. The year 7’s had 49 respondents in the survey, the Whole school

had 150 respondents

32%

51%

13%4%

All Year GroupsThey dealt with me straight away

I had to wait a short amount of time to be seen

I had to wait a long time

I gave up because the queue was too long

Was the IT Team was available in a timely manner?

57%33%

5%

Year 7 only They dealt with me straight away

I had to wait a short amount of time to be seen

I had to wait a long time

I gave up because the queue was too long

0%15%30%45%

36% 39%14% 11%

All Year Groups

The IT Team resolved my issue:Do you agree?

0%20%40%60%

65%24%8%2%

Year 7 Only

67%

33%

All Year groups

YesNo

Did the IT Team explain what was wrong with your device?

65%

35%

Year 7 only

YesNo

76%

24%

All Year Groups

YesNo

Did the IT Team answer all your questions?

84%

16%

Year 7 Groups

YesNo

I agree I disagree

75%

25%

All Year Groups

The IT Team showed knowledge of the products/services

I agree I disagree

82%

18%

Year 7 Only

91%

9%

All Year groups

YesNo

Did you follow the advice given to you by the IT Services Team?

94%

6%

Year 7 only

YesNo

15%

3%9%2%

6%65%

All Year Groups

Mr BartlettMrs CleaverMr HarperMrs LevettMr LewisMr Searle

Which member of the IT services team is most helpful?

10%2%

8%4%

14%61%

Year 7 only

Mr BartlettMrs CleaverMr HarperMrs LevettMr LewisMr Searle

The figures only show the which member of staff has help a student, this is why Caroline and Jo have low percentages. Harry score is lower in the All year group as the students tend to pick members of staff they are familiar with or that they have dealt with in the past.

22%

48%

16%

9%5%

All Year Groups

ExellentGoodAv-er-ageFairPoor

Rate your customer service

41%

43%

10%

2% 4%

All Year 7 ExellentGoodAv-er-ageFairPoor

Sample word answers

The results that have been selected are to reflect the trend. The full list of results can be found on

Moodle.

What do you like best about the laptop scheme?

Having a Laptop

The fact that once the scheme is finished you have the option to buy the device from the school.

Unlocks Learning potential

You can take them home and complete homework online

The IT Team are always available

Every lesson is an E-Learning lesson

How can we improve our service?

Have two hatches so the queue is quicker

By doing nothing

Get more staff to make it quicker

Fix problems faster

Seeing more than one pupil at a time

More Staff Training

Faster repair time Multiple service desks More staff Waiting time Explanations

Trend analysis of improvement