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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy
P102 Improve IT Customer Communication Satisfaction Rate (%) Government Accountability Increased Effectiveness

Why is this measure important?

The survey is one means through which IT Services gives a voice to their users. It is a systematic way to identify what is working and what needs to be improved from the users’ vantage point.

Where does the data come from?

Survey Monkey; Survey Monkey Excel Spreadsheet

How is the measure calculated?

There are a total of 12 questions: 9 of which have a selection of very satisfied/satisfied and dissatisfied/very dissatisfied. The other 3 have a selection for too much, right amount and not enough. We have totaled the responses for very satisfied/satisfied as well as "right amount" and divided by total count of responses to provide the customer satisfaction rate.

Who to contact if you have questions?

Carolina Fernandez

Additional Information



FY17 Target


FY18 Target


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