Measuring your communITy’s Satisfaction (user satisfaction surveys)

User satisfaction surveys are useful tools to monitor IT performance and provide a good opportunity for users to provide feedback.

Over the years ITS has used a number of surveys and methodologies to measure our progress on delivering IT services that delight our faculty, staff and student. Until now, have not found the right methodology and questions that will produce decent, useful qualitative data that can be used to track out progress.  We have finally come up with a survey that:

  • Is repeatable
  • Not much work to run (after the first time)
  • Is fast for users to complete (about 5 min)
  • Will show year to year comparison using quantitative data
  • Provides information on targeted topics
  • Encourages direct input (the qualitative part)

The survey uses high level questions to obtain user feedback satisfaction with IT infrastructure, services and communication as well using targeted questions to obtain feedback on strategic topics.

An infographic is used to communicate Survey results to the UNB Community as well as ITS action information on areas being focused on for improvement.

You will take away all the information you need to adopt and adapt the approach to your own environment.


Janice El-Bayoumi has worked in the IT department (ITS) of the University of the New Brunswick (UNB) since 1989, filling many roles along the way. For ten years she served as ITS’s Director of Client Services providing leadership to 25-35 regular and student employees on the client facing services provided to the UNB community. For two years she served as acting Assistant Director to acting Executive Director leading ITS at the time. She was also acting Director of the Centre for Enhanced Teaching and Learning for one year. This experience has been invaluable for her current role as Director of Quality Assurance and Process Management for ITS.  This cross-unit role is accountable for the efficient and effective operation of the department.  Additional responsibilities include business continuity, disaster recovery and policy development.