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Customer Satisfaction Survey Results


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Customer Satisfaction Survey 2007

In May, 2007, IS&T asked a sample population of faculty, students, and staff to complete an IT customer satisfaction survey. The faculty population included researchers and clinicians as well as teaching faculty.  The survey represents a key means for soliciting feedback from our customers on current and future IT services, as well as for providing a benchmark about IT strengths and areas for improvement.  In particular, the survey had the following primary goals:

  • To determine how customers rate specific TJU IT services and support;
  • To quantify points of customer satisfaction or dissatisfaction;
  • To provide our customers an opportunity to influence IT services and priorities.

IS&T strives to achieve an excellent customer IT experience that supports the teaching, research, clinical and administrative needs of all members of the TJU community.  As described in the various sections of the report, survey findings provide a sound basis for determining how IS&T can best focus its efforts to accomplish this objective.  To ensure objectivity and confidentiality, the survey was conducted and administered by an outside firm, MOR Associates.  MOR regularly performs similar surveys for a number of universities including Stanford, MIT and New York University.

The overall survey return rate of 924 respondents which represented 43% of the polled population exceeded our goals. We are grateful to those members of the TJU community that took part in the survey. If you have any questions or comments about the survey, please send an email to

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