Assessment 2012

CIT Assessment Program

Objectives	Measurements	Criteria For Success	Initiatives	Results
Establish a customer satisfaction baseline for assessment purposes; Find out how our community rates services and support provided by CIT; Ascertain factors that contribute to client satisfaction or dissatisfaction; and Give our community a voice to influence CIT Services priorities and potential initiatives. Our ultimate goal is to provide an excellent experience that supports the teaching, learning, and business needs of the Geneseo community.	Customer Satisfaction and Needs Survey to all Geneseo account holders.	We are able to quantify whether our customer's needs are met. We are able to quantify whether our customer's are satisfied.	Conduct a customer satisfaction and needs survey to all account holders in March 2012.	We conducted a survey. The survey contained 26 questions spanning a range of topics, including customer service, email, general support, HelpDesk, mobile access and other CIT services. Links to PDFs of Complete Results are available below.The word cloud is a visual depiction of the comments received. Executive Summary CIT 2012 Customer Satisfaction and Needs Survey Questions All Responses Responses from Students Responses from Staff Responses from Faculty