Student Satisfaction Diagnostic Program

Prepared for

Western University of Health Sciences

OverallSatisfaction

with IT

Different colleges have varying demands from and reliance on IT. Overall

satisfaction and satisfaction by college shows what areas of IT need to be

addressed most.

UNIVERSITY

ENABLEMENT

84%--%

vs Last yr.

ITCOMMUNICATIONS

86%--%

vs Last yr.

--%vs Last yr.

85%IT SERVICES

--%vs Last yr.

83%APPLICATIONS

SUITE

Top 3 Colleges Bottom 3 Colleges

94%

CHS

90%

CO

89%

COP

75%

CPM

78%

COMP

85%

CVM

University Enablement

"Overall, how satisfied are you that the IT team gives your University a competitive advantage over competitors?"

Top 3 Colleges Bottom 3 Colleges

94%

CHS

93%

GCBS

92%

CO

78%

CPM

80%

COMP

89%

CVM

IT Services "How satisfied are you that the services provided by IT enable you toperform your job effectively?"

Top 3 Colleges Bottom 3 Colleges

95%

CHS

95%

GCBS

92%

CO

78%

CPM

82%

COMP

86%

COP

ITCommunications

"How satisfied are you with IT's current level of communication to students regarding changes to services and/or applications?"

Top 3 Colleges Bottom 3 Colleges

93%

CHS

89%

COP

89%

CO

76%

COMP

81%

CPM

83%

GCBS

Suite ofApplications

"How satisfied are you that the suite of applications you have is the appropriate set for enabling you to be effective as a student?"

Promoters

Neutral

Detractors

Overall Support for ITIT Support Breakdown provides an at a glance view of student sentiment in

four key areas of IT, based on the percent of users that fall into three important categories:

Loyal enthusiasts of IT.

Satisfied Stakeholders that are unenthusiastic about IT.

Unhappy stakeholders who can damage your reputation.

Net End User

Support Support

Score Compared

to Last

Year

University Enablement 63% --%

IT Communications 69% --%

IT Services 67% --%

Suite of Applications 59% --%

IT Support Breakdown

Supporters(Scored 8 - 10)

Neutral(Scored 7)

Detractors(Scored 1 - 6)

%Supporters - %Detractors

General OverviewWestern University of Health Sciences 399 Completed Responses

Student Diagnostic

Page 2 of 26

University Enablement Support

There are many facets of IT-Business alignment that may lower opinion of IT. This begins with listening to

students and should enable a culture of continuous

evolution and innovation.

UNIVERSITYENABLEMENT

84%--%

vs Last Year

Net End User

Support Support

Score Compared

to Last

Year

Company Innovation 43% --%

IT Agility 46% --%

Department TechnologyEnablement 46% --%

IT CommunicationsSupport

Communications can involve various levels ofinformation. Many communicate low levels issues

well but should focus on evangelizing IT's vision.

IT COMMUNICATIONS

86%--%

vs Last Year

Net End User

Support Support

Score Compared

to Last

Year

Training 58% --%

Feedback Receptivity 63% --%

Professionalism 84% --%

IT Support Breakdown

Supporters(Scored 8 - 10)

Neutral(Scored 7)

Detractors(Scored 1 - 6)

%Supporters - %Detractors

Enablement & Comms.by Seniority

Enablement & Comms. by College

SatisfactionStudent

Satisfaction

Company Innovation 79% 79% --%

IT Agility 80% 80% --%

DepartmentTechnology

Enablement80% 80% --%

Training 84% 84% --%

Feedback Receptivity 85% 85% --%

Professionalism 92% 92% --%

Last Year / vs company avg.

Name Sat.

Score

CO 89%

CO 90%

CO 91%

Most Satisfied Colleges

Name Sat.

Score

CPM 73%

CPM 74%

CPM 75%

Least Satisfied Colleges

Name Sat.

Score

COMP 72%

COMP 73%

COMP 73%

CO 92%

CHS 93%

CHS 97%

COMP 78%

COMP 80%

COMP 90%

CPM 77%

CPM 77%

CPM 85%

--%

--%

--%

--%

--%

--%

Business & IT Communications OverviewWestern University of Health Sciences399 Completed Responses

Student Diagnostic

Page 3 of 26

IT SERVICES

85%--%vs Last Year

IT Services Satisfaction Support

The core services of IT are important when determining what ITshould focus on. The most important services with the lowestsatisfaction offer the largest area of improvement for IT to drivebusiness value.

Core Services

Importance

Rating Versus

Last Year

Satisfaction

Service Desk Effectiveness 3 rd -- 84%

Service Desk Timeliness 4 th -- 84%

Application Suite 5 th -- 83%

Policies 7 th -- 82%

Devices 2 nd -- 80%

Analytics & Reports 6 th -- 80%

Network 1 st -- 78%

Core Servicesby Seniority

End users functioning indifferent roles within the

organization place importanceon different core services.

Improvement should addressboth the right services and the

right users.

Core Services

Satisfaction ImportanceRank

Service Desk Effectiveness 84% --% 3 rd --

Service Desk Timeliness 84% --% 4 th --

Application Suite 83% --% 5 th --

Policies 82% --% 7 th --

Devices 80% --% 2 nd --

Analytics & Reports 80% --% 6 th --

Network 78% --% 1 st --

Core Services by Colleges

Name Sat.

Score

CHS 93%

CHS 91%

CHS 93%

CO 90%

CO 89%

CO 91%

CO 87%

Most Satisfied Colleges

Name Sat.

Score

COMP 80%

COMP 80%

CPM 81%

COMP 77%

COMP 76%

COMP 75%

COMP 74%

Least Satisfied Colleges

Name Sat.

Score

CPM 77%

CPM 76%

COMP 76%

CPM 69%

CPM 71%

CPM 66%

CPM 66%

Last Year

/ vs company avg.

--%

--%

--%

--%

--%

--%

--%

Students

Services OverviewWestern University of Health Sciences399 Respondents

Student Diagnostic

Page 4 of 26

WesternU IT Response to Student Satisfaction Survey

Overall student satisfaction rates ranged from 83% to 86%. This survey, administered by an external organization, InfoTech Research Group, to allow WesternU to compare our results to other institutions, contains responses from a cross-section of students including, representation from all colleges, both campuses and distance learning students. Since this was a standardized survey tool from an external company, there is some industry terminology used in the survey (ex. University Enablement) but the tool helps IT understand if students feel they have the appropriate IT support to be successful in their program.

IT relies on feedback for incorporation into our strategic plans for the upcoming year by identifying opportunities to improve the student customer experience with University technology and IT support services. While student customer satisfaction was good, we use feedback and look for opportunities for improvement.

The student survey was open 1/24/2020 - 3/10/2020. During the 2019 calendar year IT directly assisted students with a total of 3,536 of the 21,912 total technology support requests completed in support of education, research and patient care.

Top 3 opportunities for improvement based on student respondent comments and question responses in the survey:

Wireless

Action -

• WesternU is completely replacing all our network infrastructure over the next 13 months. The upgrade will include replacement of WiFi network access points which will improve the student experience with the on-campus wireless network. As part of the implementation of the new equipment there will be a review of the placement and coverage area of the wireless access points.

Classroom AV Equipment & Recordings

Actions -

• Some of the recording issues reported were scheduling related. Scheduling is generally handled at the college level. All college-specific student comments were shared with College leaders.

• Projectors were replaced with laser projectors on the Oregon campus in Lecture Halls I & II, EastMoreland and Heritage Hall. Aging projectors in Pomona VCC Johnston and 244 are scheduled for replacement before Spring 2021.

• HEC Lecture Halls are being assessed for AV equipment upgrades, including changes designed to improve connectivity to the recording and streaming equipment.

Student Printing

Action -

• During the campus closure, IT will work with the printing software vendor to improve the ease of use of the printing application. Some of the printer-related comments were requesting additional printers. IT will perform a utilization review to see if existing printers should be relocated to higher traffic areas or if additional printers should be obtained.

IT Response

Note: Response plans may be impacted by the current pandemic remote instruction and work. More focus is being placed on technology that supports remote teaching and learning.

InfoTech reported that compared to other educational institutions our students rated WesternU IT higher than most higher ed institutions that have used the same survey instrument. WesternU IT is committed to serving our customers.

Peer Comparison