CITS Satisfaction Survey Report - UMB Home
Center for Information TechnologyServicesSatisfaction Survey ReportJanuary 2016
IntroductionThis report provides a summary of the purposes, the methodology and the results of a satisfactionsurvey administered by the Center for Information Technology Services (CITS) in fall 2015.The survey instrument was primarily modeled after those instruments used at StanfordUniversity and Indiana University. It was modified to include the specific services that areoffered and supported by CITS.The survey was conducted to assess the degree to which faculty, staff and students were satisfiedwith the array of services provided by electronic systems and staff operations. It is one meansthrough which CITS can give a voice to those individuals who use central IT services. It is asystematic way to identify what is working well and what needs to be improved from the faculty,staff and student vantage point.The survey data help to establish the “current perception” customers have on a range of servicesprovided. The survey data also quantify how the varied customers rate these services and theirinteractions with the many people who provide support to the UMB community. This feedbackhelps inform the follow on actions CITS can take to improve the services offered and thecustomer service that is provided.The survey was administered to meet the following objectives: To ascertain where faculty, staff and students are satisfied or dissatisfied.To collect and review comments, in addition to satisfaction ratings, to find out whatcontributes to satisfaction and any dissatisfaction.To assess the findings and as part of a continuous improvement process, makeenhancements to systems and services to better meet faculty, student and staff needs.To implement a UMB Strategic Plan IT tactic to collect input and feedback from theUniversity community in order to continuously evaluate and improve services.A total of 61 items were developed and included on the faculty/staff survey and 35 items werepresented to students. There were areas under many of these items, as well as at the end of thesurvey, where respondents could enter comments. The faculty/staff and student survey itemscan be found in Appendix A.A Likert response scale of satisfaction was used, ranging from a high of “5” for very satisfied,“4” for satisfied, “3” for neutral, “2” for dissatisfied, and “1” for very dissatisfied. Therespondent also had the options of selecting “not familiar with service” or “cannot evaluate” (seeAppendix A).The ultimate goal for CITS is to provide an excellent IT experience that supports the teaching,learning, research and business needs of the UMB community. We want to improve the abilityfor faculty and staff to use technology and IT services to get their work done, and for student touse technology and IT services to complete their studies.2
Executive SummarySurvey MethodologyThe invitation to participate in the faculty/staff survey was sent out via email to a random sampleof approximately 1,500 faculty and staff. The invitation to participate in the student survey wassent via email to a random sample of approximately 2000 students. In total, about 3,500individuals received an invitation to complete the surveys.Out of the 1,500 faculty/staff who received a survey, 414 responded for a 28% response rate.Out of the approximately 2000 students surveyed, 240 responded for a 12% response rate. Intotal, there were 654 respondents, for an overall response rate of 19%. A complete breakdown ofthe number of individuals invited and the number who responded, overall and from eachconstituency, is presented in Table 1 below.Table 414%Response28%Students200024012%Total350065419%% of allResponses63%37%Table 2 below shows the percentage distribution of respondents across schools and central units.Table ts24%3NoAffiliationIndicated4%
Overview of the ResultsAs an organization, CITS strives to present services and electronic solutions in a way that willmeet a standard of quality that is deemed as satisfactory or better to all constituencies. The CITSmission and focus is to treat UMB students, faculty, staff, colleagues and co-workers as treasuredcustomers. Excellence in service to the UMB community is our challenge and responsibility.This survey seeks to measure our success in that regard as reflected in the degree of satisfactionwith those services by the people we serve.As such, the ideal organizational goal is to achieve a high percentage of students, faculty andstaff indicating “satisfaction” with CITS services, which would be a rating of 3 or better on theLikert opinion scale (1-very dissatisfied to 5-very satisfied); and a high mean score. A meanscore between 3.75 and 3.99 for an item would be considered a “Very Good” rating, while amean score of 4.00 or above would be considered an “Excellent” rating.It is important to note that there were two items on the surveys that provide an overall indicationof how CITS and the services offered by the organization are perceived by the UMB community.Those items are: “How satisfied are you that CITS takes a ‘customer-oriented’ approach tohelping you?” And, “Please rate your overall satisfaction with CITS services”.The survey findings, for both faculty/staff and for students, indicate very high satisfactionratings for these items. The satisfaction ratings (mean and satisfaction percentage) forthese two items are presented in Tables 3 and 4 below. It is also apparent from the surveyfindings that almost all individual service offerings are viewed very favorably by students,faculty and staff (see Tables 5 and 6 below).Table 3How satisfied are you that CITS takes a “customer-oriented” approach to helping 5%1095%6115Table 4Please rate your overall satisfaction with CITS ts4.1197%1763%51814
Ratings of Satisfaction for Each Survey Item(Mean and Satisfaction Percentage)Ratings of satisfaction were measured for each item on both the faculty/staff survey and thestudent survey.Of the 49 items on the faculty/staff survey that were evaluated (12 of the 61 items were notsatisfaction questions), all but four had a mean satisfaction rating of 3.75 or greater. There were26 items that had an “Excellent” rating (mean score of 4.00 or greater) and 19 items that had a“Very Good” rating (mean score of 3.75 or greater).Please see Table 5 below for the satisfaction percentage and mean satisfaction rating for eachitem on the faculty/staff survey.Table 5Faculty/Staff Survey ItemsMeanSatisfactionTotal # of%Count OpinionsAbility to get through to a person at the CITS Help Desk4.2294%319339Timeliness of response from the CITS Help Desk4.2895%322341Turnaround time to resolve your problem by the Help Desk4.1793%317341Professionalism exhibited by the CITS Help Desk4.4297%333342Ability of the CITS Help Desk to solve your problem4.2995%318334Overall CITS Help Desk service4.2296%3193344.0193%250269Reliability of the campus wired network4.2996%348362Availability of the campus wired network4.3096%348361Campus wired network connection speed to the Internet4.2495%347366Ease of connecting to the campus wireless network3.6180%226284Signal strength of the campus wireless network3.7588%247282Availability of the campus wireless network3.7286%240280Overall campus network services4.1798%356363CITS IT Help Desk SupportTrainingOnline help and training materials developed by CITSNetwork Services5
Faculty/Staff Survey ItemsMeanSatisfactionTotal # of%Count Opinions3.9188%224255Telephone services4.1494%310329Telephone support4.0895%240253Campus Exchange/Outlook system4.3697%340352Campus Exchange/Outlook Web Mail system4.1794%330350Accellion secure file transfer system4.2897%111115Archibus space information and management system3.90100%2929Blackboard learning management system4.1893%178192Collaborate web conferencing system3.7890%93103Community System, Affiliate creation and management3.7990%6370MyUMB, the enterprise systems portal4.0994%351373Employee Self-Service (timesheet and personal info.)4.0592%339368ePAF (electronic personnel action forms)3.9497%3031eTravel (travel requests, travel expense reimbursements)3.7787%6575eUMB Financials (financial system)3.9594%151161eUMB HRMS (human resources system)4.0598%128131eUMB RAVEN (financial reporting system)3.9291%94103ImageNow (system for scanning and storing files)4.1996%7780Kuali Coeus (grant proposal system)3.5083%96116Maximus (effort reporting system)3.8591%8897Remark (test scoring system)4.09100%3333SIMS (student information management system)3.8991%6774Sympa (mailing list system)3.9496%4850Remote AccessCampus web VPN clientVoice CommunicationsElectronic Mail (Email)Enterprise Systems6
Faculty/Staff Survey ItemsMeanSatisfactionTotal # of%Count Opinions3.4782%78953.8990%164183Campus directory look-up3.9490%300335CITS website services3.8294%239255Custom web application development4.0195%8893Desktop support (Central Administration)4.1396%145151UMID account/password management3.9893%3523794.0697%332342Ease of finding information3.7691%273299Success in finding information3.7592%278302Helpfulness of the content3.8696%285298UMVibe (document sharing system)Software AvailabilitySoftware available at the Software Licensing OfficeOther CITS ServicesCITS CommunicationsCommunications regarding CITS IT updatesCITS WebsiteOf the 26 items on the student survey that were evaluated (9 of the 35 items were not satisfactionquestions), all but five had a mean satisfaction rating of 3.75 or greater. There were 17 itemsthat had an “Excellent” rating (mean score of 4.00 or greater) and 4 items that had a “VeryGood” rating (mean score of 3.75 or greater).Please see Table 6 below for the satisfaction percentages and mean satisfaction score for eachitem on the student survey.Table 6Student Survey ItemsMeanSatisfaction Total # of%Count OpinionsAbility to get through to a person at the CITS Help Desk4.2094%116123Timeliness of response from the CITS Help Desk4.2695%119125Turnaround time to resolve your problem by the Help Desk4.2292%113123CITS IT Help Desk Support7
Student Survey ItemsMeanSatisfaction Total # of%Count OpinionsProfessionalism exhibited by the CITS Help Desk4.4798%128130Ability of the CITS Help Desk to solve your problem4.2991%115126Overall CITS Help Desk service4.2894%119127Reliability of the campus wired network4.2195%140147Availability of the campus wired network4.2495%139147Campus wired network connection speed to the Internet4.2797%142147Ease of connecting to the campus wireless network3.4571%142200Signal strength of the campus wireless network3.7382%163198Availability of the campus wireless network3.7281%160198Overall campus network services4.0496%1821894.4398%176181Blackboard learning management system4.1193%180194Collaborate web conferencing system3.9991%6369SURFS (student academic and financial system)3.8086%1852163.5081%5062Accellion secure file transfer system4.0397%3031CITS website services3.9195%5255UMID account/password management4.0095%174184Sympa (mailing list system)4.0496%4446UMB Mobile (mobile access to grades and class schedule)3.8184%8398UMVibe (document sharing system)3.7090%27304.0299%135137Network ServicesElectronic Mail (Email)Google@umaryland.edu systemEnterprise SystemsSoftware AvailabilitySoftware available at the Software Licensing OfficeOther CITS ServicesCITS CommunicationsCommunications regarding CITS IT updates8
ConclusionsThe survey findings indicate that UMB students, faculty, and staff have a high level ofsatisfaction with services provided by CITS. The survey respondents across the UMB schools,departments, and central units gave almost every CITS-provided service a score of “Excellent”or “Very Good”.While the survey findings are very positive, there is always room for improvement in every areaand for every service, even for those services that received high satisfaction ratings. Thecomments and suggestions provided by the respondents will help us strengthen the highly ratedservices even further.While no service on either survey received a satisfaction mean rating below 3.45, the goal wouldbe to have every survey item achieve a 3.75 or better mean score. There were a few items thatdidn’t quite meet that rating and they will receive our immediate attention. We will take a closelook at the wireless network, with special attention given to the ease of connecting and itsavailability throughout campus. The Kuali Coeus grant proposal system will be reviewed to seeif there are ways of making it more intuitive and easier to use for faculty. The UMVibedocument sharing system will be evaluated to see if there are improvements that can be made, aswell as to determine if the soon to be implemented Microsoft Office 365 features of Sharepointand OneDrive can replace UMVibe as a document sharing system. We will also explore whatadditional software programs can be made available to students and faculty via the SoftwareLicensing Office. All of the comments and suggestions made by the respondents regarding theseservices will be very helpful to making the needed service improvements.The Center for Information Technology Services organization extends our sincere gratitude tothe UMB community of respondents for taking the time to complete the survey and for theircandid and honest responses. Their judgments about the quality of our services are importantbecause they help us identify the areas in which we are succeeding, point to the services we needto improve, and highlight the areas in which we need to offer new services. We aim to use thesefindings to enhance the quality of the IT experience for faculty, staff and students at theUniversity of Maryland, Baltimore.9
Appendix ASurvey InstrumentFaculty/StaffStudents10
UMB CITS Faculty and Staff Satisfaction SurveyThis survey of faculty and staff is being conducted to assess and improve the services that theCenter for Information Technology Services (CITS) offers the University community. Yourjudgments about the quality of our services are important because they help us identify the areasin which we are succeeding, point to the services we need to improve, and highlight the areas inwhich we need to offer new services. Please be assured that your responses are confidential andno individual's answers will be identified in a report. Your participation is voluntary. The surveyshould take you between 5 and 10 minutes to complete. Thank you for taking the time tocomplete the survey and for your candid responses.Peter J. Murray, Chief Information Officer and Vice PresidentCustomer ServiceHow satisfied are you that CITS takes a "customer-oriented" approach to helping you?NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceCustomer ServiceCampus IT Help Desk SupportPlease rate your overall satisfaction with the following aspects of the Campus IT Help Deskservice:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceAbility to getthrough to a personTimeliness of initialresponseTurnaround time toresolve yourproblemProfessionalismAbility to solveyour problemOverall Campus ITHelp Desk Service11
CITS TrainingHow satisfied are you with the online help and training materials developed by CITS (Electronictimesheets, Collaborate web conferencing, UMVibe, UMBAlerts, Kuali-Coeus)?NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceTraining MaterialsWhat is your preferred method for receiving training?Instructor-ledOnlineOnline self-pacedclassroomvideosinstructionWebinarsAsking a peer or colleaguefor helpNetwork ServicesPlease rate your overall satisfaction with these aspects of the Campus wired network:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceReliability of thenetworkAvailability of thenetworkConnection speedto the InternetPlease rate your overall satisfaction with these aspects of the Campus wireless d Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceEase ofconnecting toEduroamSignal strength ofthe connectionAvailability of theEduroam wirelessnetwork12
Is there a particular place on campus where you would like to see wireless access expanded orenhanced?0 characters entered. 500 characters remaining.How satisfied are you with Campus network services overall?NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceNetwork ServicesRemote AccessPlease rate your overall satisfaction with the following:NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceCampus offeredWeb VPNClientVoice CommunicationsPlease rate your overall satisfaction with following aspects of UMB's telephone system:NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate honecustomersupport13
Electronic Mail (Email)Do you use a umaryland.edu address as your primary email address?YesNoPlease rate your overall satisfaction with these Campus email systems:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate Exchange/OutlookWeb MailEnterprise SystemsPlease rate your overall satisfaction with following information systems that CITS supports:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceAccellion (Secure filetransfer)ARCHIBUS (Spaceinformation andmanagement)Blackboard (Learningmgmt. system)Collaborate (Webconferencing)Community System(Affiliate creation)MyUMB (Enterprisesystems portal)Employee SelfService (Timesheettasks, pay andpersonal info.)ePAF (ElectronicPersonnel ActionForms)14
eTravel (Travelrequests, travelexpensereimbursements)eUMB FinancialseUMB HRMSeUMB RAVENImageNow (Scan &store files)Kuali Coeus (Grantproposals)MAXIMUS (Effortreporting)Remark (Testscoring)SIMS (Student info.mgmt. system)Sympa (Mailing list)UMVibe (Documentsharing)Computing HardwareWhat percentage of your work day is spent on the following hardware? (Total percent should notexceed 100.)0% 1-20% 21-40% 41-60% 61-80% 81-100%DesktopLaptopPortable Devices (Smartphone, iPad,tablet)Keeping the portable device you use most often in mind, what is the main feature or function thatyou use for your work?0 characters entered. 500 characters remaining.15
Which CITS-supported application(s) or service(s) is the most important for you to access via aportable device(s)?0 characters entered. 500 characters remaining.Software AvailabilityPlease rate your overall satisfaction with the discounted software made available at the CampusSoftware Licensing Office:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceDiscounted SoftwareWhat additional computer software should the Software Licensing Office consider makingavailable?0 characters entered. 500 characters remaining.Other CITS Offered ServicesPlease rate your overall satisfaction with the following CITS offered services:NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceCampus DirectoryLookupCITS WebsiteCustom WebApplicationDevelopmentDesktop Support(Central admin.only)UMID AcctPassword Mgt16
CITS CommunicationsPlease rate your overall satisfaction with communications regarding CITS IT updates (e.g., CITSIT Alerts, Digital signboards, CITS website news, MyUMB portal, Email notifications, ITarticles in the Elm).NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceCITS CommunicationsWhere do you learn about IT updates/obtain information regarding Campus IT systems? (Selectall that apply)MyUMBEmailDigitalCITSWord ofIT hpersonPlease rate your overall satisfaction with the CITS website:NotFamiliar Cannot VeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceEase of findinginformationSuccess in findinginformationHelpfulness of thecontentDid you have difficulty finding anything? If so, should it be added to the CITS website ServiceCatalog and/or A-Z Service Listing?0 characters entered. 500 characters remaining.17
SummaryPlease rate your overall satisfaction with CITS services:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceOverall SatisfactionWhat CITS service(s) is the most valuable to you for supporting your work?0 characters entered. 500 characters remaining.What is the one thing CITS could provide that would make it easier for you to do your work?0 characters entered. 500 characters remaining.Please offer any suggestion(s) for improving a CITS service(s) identified above.0 characters entered. 500 characters remaining.18
Please specify which school or unit you are affiliated with:School of DentistryGraduate SchoolSchool of LawSchool of MedicineSchool of NursingSchool of PharmacySchool of Social WorkCentral Administration (Academic Affairs, Administration and Finance, Center forInformation Technology Services, Communications & Public Affairs, HS/HSL, President sOffice, Research and Development)OtherIf choosing Other, please indicate.0 characters entered. 150 characters remaining.First Name:OptionalLast Name:OptionalEmail:Optional19
UMB CITS Student Satisfaction SurveyThis survey of students is being conducted to assess and improve the services that the Center forInformation Technology Services (CITS) offers the University community. Your judgmentsabout the quality of our services are important because they help us identify the areas in whichwe are succeeding, point to the services we need to improve, and highlight the areas in which weneed to offer new services. Please be assured that your responses are confidential and noindividual's answers will be identified in a report. Your participation is voluntary. The surveyshould take you approximately 5 minutes to complete. Thank you for taking the time to completethe survey and for your candid responses.Peter J. Murray, Chief Information Officer and Vice PresidentCustomer ServiceHow satisfied are you that CITS takes a "customer-oriented" approach to helping you?NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceCustomer ServiceCampus IT Help Desk SupportPlease rate your overall satisfaction with the following aspects of the Campus IT Help Deskservice:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceAbility to getthrough to a personTimeliness of initialresponseTurnaround time toresolve yourproblemProfessionalismAbility to solveyour problemOverall Campus ITHelp Desk Service20
Network ServicesPlease rate your overall satisfaction with these aspects of the Campus wired network:NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceReliability of thenetworkAvailability of thenetworkConnection speedto the InternetPlease rate your overall satisfaction with these aspects of the Campus wireless d Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceEase ofconnecting toEduroamSignal strength ofthe connectionAvailability of theEduroam wirelessnetworkIs there a particular place on campus where you would like to see wireless access expanded orenhanced?0 characters entered. 500 characters remaining.How satisfied are you with Campus network services overall?NotFamiliarCannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceNetwork Services21
Electronic Mail (Email)Do you use an @umaryland.edu address as your primary email address?YesNoPlease rate your overall satisfaction with d Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceEmail ServicesEnterprise SystemsPlease rate your overall satisfaction with following information systems that CITS supports:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceBlackboard(Learning mgmt.system)Collaborate (Webconferencing)SURFS (Studentgrades, billing, andfinance)Computing HardwareWhen you are interacting with UMB electronically, what percentage of that time are you usingthe following hardware? (Total percent should not exceed 100.)0% 1-20% 21-40% 41-60% 61-80% 81-100%DesktopLaptopPortable Devices (Smartphone, iPad,tablet)22
Keeping the portable device you use most often in mind, what is the main feature or function thatyou use for your studies?0 characters entered. 500 characters remaining.Which CITS-supported application(s) or service(s) is(are) most important for you to access via aportable device?0 characters entered. 500 characters remaining.Software AvailabilityPlease rate your overall satisfaction with the discounted software made available at the CampusSoftware Licensing Office:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceDiscounted SoftwareWhat additional computer software should the Software Licensing Office consider makingavailable?0 characters entered. 500 characters remaining.23
Other Services offered by CITSPlease rate your overall satisfaction with the following services offered by CITS:NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceAccellion (Secure filetransfer)CITS WebsiteUMIDAccount/PasswordMgmt.SYMPA (Mailing list)UMB Mobile (Mobileaccess to grades andclass schedule)UMVibe (Documentsharing)CITS CommunicationsPlease rate your overall satisfaction with communications regarding CITS IT updates (e.g., CITSIT Alerts, Digital signboards, CITS website news, Email notifications, IT articles in the Elm).NotFamiliar CannotVeryVerySatisfied Neutral DissatisfiedwithEvaluate SatisfiedDissatisfiedServiceCITS Communications24
SummaryPlease rate your overall satisfaction with CITS services:NotFamiliar CannotVeryVerySatisfied Neutral Dissatisfiedwith Evaluate SatisfiedDissatisfiedServiceOverall SatisfactionWhat CITS service(s) is the most valuable to you for supporting your education?0 characters entered. 500 characters remaining.What is the one thing CITS could provide that would make it easier for you to complete yourstudies?0 characters entered. 500 characters remaining.Please offer any suggestion(s) for improving a CITS service(s) identified above.0 characters entered. 500 characters remaining.25
Please specify which school you are affiliated with:School of DentistryGraduate SchoolSchool of LawSchool of MedicineSchool of NursingSchool of PharmacySchool of Social WorkOtherIf choosing Other, please indicate.0 characters entered. 150 characters remaining.First Name:OptionalLast Name:OptionalEmail:Optional26
customer service that is provided. The survey was administered to meet the following objectives: To ascertain where faculty, staff and students are satisfied or dissatisfied. To collect and review comments, in addition to satisfaction ratings, to find out what contributes to satisfaction and any dissatisfaction.
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Section III – Conducting an Employee Satisfaction Survey 8 Steps in Process 9 Survey Design/Construction 11 Packaging and Layout of Survey 14 Section IV – Employee Satisfaction Survey Template 15 Section V – Employee Satisfaction Survey Report Template 21 Processing Survey Responses 22 Survey Report Content 24 Example 1 25
Summarize degree of satisfaction (overall and by subgroups) Compare satisfaction (or performance) to some standard Expectations Ratings of competitors Analyze determinants of satisfaction Overall satisfaction as a function of satisfaction with particular components of satisfaction
2009 Ohio E-Check Customer Satisfaction Survey 7 Voinovich School of Leadership and Public Affairs at Ohio University How the Survey Was Conducted Survey Instrument The 2009 survey was the same as the 2008 Ohio E-Check Customer Satisfaction Survey. For 2008, several changes were made to the survey instrument. These changes included;
2013 Customer Satisfaction Survey Summary Report In 2013, INDOT conducted a satisfaction survey of our primary customers – Hoosier taxpayers – regarding the job that we do. More than 1,200 Hoosiers were surveyed and we obtained responses from at least 200 people in each of the six INDOT districts. This new customer satisfaction survey
lines used to define latitude and longitude. David Tenenbaum – EEOS 281 – UMB Fall 2010 The Prime Meridian (1884) . lines of latitude (parallels) are an equal distance apart everywhere . are important to a particular application. David Tenenbaum – EEOS 281 – UMB Fall 2010 .
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Refer to API RP 500 and NFPA 70 for guidance. When loading liquids that can accumulate static charges, refer to the precautions described in the International Safety Guide for Oil Tankers and Terminals, Safety of Life at Sea, API MPMS Ch. 3, and API RP 2003. Care must be taken with all liquid-in-glass thermometers to prevent breakage, which will result in a safety hazard. If the liquid in the .
