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TechQual+ Survey 2014

Faculty, staff, and students participated in the Fall 2014 IT TechQual+ Survey, which is designed to capture the user perspective on Information Technology (IT) services at the College. By conducting an annual TechQual+ survey, IT is able to assess the strength and performance of IT’s services using an approach that focuses on College end users.

TechQual+ Survey

The core TechQual+ survey contains 13 items that assess the quality of services as related to the three core commitments. Each core commitment is measured through four or five separate items reflecting IT service outcomes.

For each IT service outcome, respondents specified (on a scale of 1 to 9) their expectations for minimum service level (the lowest level of performance acceptable), desired service level (the level of service they want), and the perceived performance (the current service level being provided). The range between end users’ minimum expectations and desired expectations constitutes what is known as the "zone of tolerance". The range between end users’ minimum expectations and current perceived service level constitutes what is known as the "adequacy gap score".

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