ISUserSatisfactionSurveyArthurAndersenBusinessConsultingInsertDateClient/ProjectName5/4/25ISUSERSATISFACTIONSURVEY-2-Client/ProjectNameApproachPurpose:TobetterunderstandtheuserperceptionsofISservicesintermsofresponsiveness,quality,planningandongoingsupport•Identified104usersfromacrosstheorganization•Distributedthesurveybymail•Placedfollow-upcallstorecipientsandfaxedthemasecondcopy✍Receivedanadditional5responses•EvaluatedresponsesFindings5/4/25ISUSERSATISFACTIONSURVEY-4-Client/ProjectNameEvenAfterFollow-UpCalls,Only17%RespondedtotheSurvey17%Responded83%NoResponseReasonsgivenfornotresponding:•"Idon'tremembergettingit"•"Idon'tthinkISdoesanythingforme"•"Ididn'tunderstandit"•"IthoughtitwasafollowuponarecentproblemandIwasn'tinvolvedinthat"•"NothingeverchangessowhyshouldIanswerit?"5/4/25ISUSERSATISFACTIONSURVEY-5-Client/ProjectNameMeasurementKeySatisfactionScales1.—Totallyunacceptable2.—Acceptable,butmajorimprovementneeded3.—Acceptable,butminorimprovementneeded4.—Acceptable,asis5.—Acceptable,exceedsexpectationN/A—NotapplicabletomeImportanceScales1.—Low3.—Medium5.—HighN/A—Notapplicabletome5/4/25ISUSERSATISFACTIONSURVEY-6-Client/ProjectNameUsersAgreeThatISisNotAtAcceptableServiceLevels0.00.51.01.52.02.53.03.54.04.55.0StaffRespvnssBenefittoOrgApprovProcDataReliabEaseofSysChgAvailabilityCommunEffctvnsProblmResolutnSftwrSuppCovrgExtentofTrngTestingProcessI/SLinkwithBus.I/SPriortyEffImplmntnPrcessUserDocmntationMaint/EnhRespnsReqDfnProcessProjStatRptsImportance(Average)Satisfaction(Median)AcceptablePerformance—AsISSurveyQuestions5/4/25ISUSERSATISFACTIONSURVEY-7-Client/ProjectNameTheSystemsAreSeenAsVeryDifficultToChangeAndTheApprovalProcessNeedsRevampingAverageSatisfaction1.01.52.02.53.03.54.04.55.0I/SLinkwithBusinessBenefittoOrganizationEaseofSystemChangeApprovalProcessI/SPriortyEffectivenessTime/CostEstimates3.02.32.52.93.13.4AcceptablePerformance5/4/25ISUSERSATISFACTIONSURVEY-8-Client/ProjectNameUsersBelieveImprovementsIntheRequirementsDefinitionProcessProvideTheGreatestOpportunityAverageSatisfaction1.01.52.02.53.03.54.04.55.0ProjectPlanClarityProjectStatusReportsRequirementDefinitionProcessTestingProcessImplementationProcessUserDocumentationMaintenance/EnhancementResponsiveness3.13.02.83.12.93.12.9AcceptablePerformanceDissatisfactionWithDevelopmentProcesses5/4/25ISUSERSATISFACTIONSURVEY-9-Client/ProjectNameUsersAreUnhappyWithTheSupportProcessAverageSatisfaction1.01.52.02.53.03.54.04.55.0ProblemResolutionCommunicationEffectivenessSoftwareSupportCoverageExtentofTrainingDataReliabilityAvailabilityStaffResponsiveness2.62.42.32.73.32.92.9AcceptablePerformance5/4/25ISUSERSATISFACTIONSURVEY-10-Client/ProjectNameGenerally,ISisSeenasUnresponsive..."Weneedaccesstoprogrammerstohandlespecialdatarequestsquickly.""Weneedaccesstoprogrammerstohandlespecialdatarequestsquickly."AverageSatisfaction1.01.52.02.53.03.54.04.55.0ApprovalProcessI/SPriortyEffectivenessProjectStatusReportsMaintenance/EnhancementResponsivenessProblemResolutionCommunicationEffectivenessSoftwareSupportCoverageStaffResponsiveness2.52.93.02.92.62.42.32.9AcceptablePerformance5/4/25ISUSERSATISFACTIONSURVEY-11-Client/ProjectNameFlexibilityIsLacking...Ifwedidmoretestingpriortodelivery,wewouldreceiveabetterproduct."Ifwedidmoretestingpriortodelivery,wewouldreceiveabetterproduct."AverageSatisfaction1.01.52.02.53.03.54.04.55.0BenefittoOrganizationEaseofSystemChangeTestingProcessDataReliabilityAvailability3.42.33.12.93.3AcceptablePerformance5/4/25ISUSERSATISFACTIONSURVEY-12-Client/ProjectNameCommunicationsMeasuresAreWellBelowAcceptableLevels"IgetthefeelingtheISfolksthinktheyknowwhatIneedbetterthanIdo,andit'sobvioustheydon't.""IgetthefeelingtheISfolksthinktheyknowwhatIneedbetterthanIdo,andit'sobvioustheydon't."AverageSatisfaction1.01.52.02.53.03.54.04.55.0ProjectStatusReportsRequirementDefinitionUserDocumentationCommunicationEffectivenessExtentofTraining3.02.83.12.42.7AcceptablePerformance5/4/25ISUSERSATISFACTIONSURVEY-13-Client/ProjectNameOpportunities•Howtogetattherootcausesoftheapparentcustomerapathy•HowtodealwithamajorPRopportunity-perceptionisreal,butnotnecessarilyfact•Howtohaveyourcustomersfeelatleastapartialsenseofownershipoverbothapplicationsandsupportprocesses
