I must say many staff aren't much better than the students at reporting issues.
Often going through upper management before lodging a ticket. Reminds me of
rant I saw on redit the other day stating he got a petition to fix wireless
from the students but there were 0 reports in the ticket system for this
location.. hah
Like many said could collect a pile of info like radius failed auth's and graph
that as a percentage. Pull RSSI/SNR numbers and report on how many have
acceptable numbers etc.
User feedback is great, we usually do a survey every 2ish years and offer
something like 5x $100 vouchers to get people on. Over 80% of people were happy
or better, and we used the text feedback to identify the worst locations to
investigate and resolve. Report on that to management. Seems to keep everyone
happy.
We also add to that tickets, we keep a spreadsheet and anything coverage
related gets marked in. Whenever it comes to new installs time we use the
spreadsheet and identify the buildings with the highest complaints and tackle
them. The numbers of often not that big given users don't put tickets in, but
it's the best we have and it's a statistic. Plus we are seeing to the needs of
those who make the effort to contact us. What more can you really do?
Why fight twitter when you can join it?? Having said that I don't use it. But
howabout creating a suitable hashtag for your students to use.
#{universityname}wifi Advertise that out and get students to use it when they
have something to say about your wifi.
--
Jason Cook
The University of Adelaide, AUSTRALIA 5005
Ph : +61 8 8313 4800
-----Original Message-----
From: The EDUCAUSE Wireless Issues Constituent Group Listserv
[mailto:[email protected]] On Behalf Of Aaron Lamey
Sent: Friday, 23 October 2015 12:32 AM
To: [email protected]
Subject: Re: [WIRELESS-LAN] Measuring User Experience
My experience these last few years has been exactly this: students do not open
tickets. My best luck has been having the help desk monitor twitter, especially
the college "complaint" accounts, and engaging as soon as we see problems.
If you do get a ticket, make sure to get a cell phone. Texting has been by far
the most reliable way to communicate. Phone calls/voicemails is not an
effective way to communicate with this constituency. I'm attempting to reinvent
our ticket system from an work tracking system to a full blown CRM with SMS and
social media tie-ins.
This is not just you having this problem, Matthew. Not by a long shot.
Aaron Lamey
Director of Network and Telecommunications Christian Brothers University
-----Original Message-----
From: The EDUCAUSE Wireless Issues Constituent Group Listserv
[mailto:[email protected]] On Behalf Of Julian Y Koh
Sent: Thursday, October 22, 2015 8:56 AM
To: [email protected]
Subject: Re: [WIRELESS-LAN] Measuring User Experience
On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <[email protected]> wrote:
>
> Thank you for the ideas, everyone. The problem that we have with measuring
> tickets is that our user base is more apt to complain on social media and we
> simply don’t have the man-hours to scour the various sites.
There was some survey we got last year (can't remember the source, either
EDUCAUSE or an internal one) that said that students just don't open tickets -
the vast majority of the time they are going to friends for assistance, which
of course leads to all sorts of wacky or outright wrong solutions for things.
If we even do get tickets, the challenge then becomes getting the student to
respond to us to set up a time to troubleshoot.
Moving forward, we're going to be looking at some targeted surveys this year to
see if we can get more actionable data.
--
Julian Y. Koh
Associate Director, Telecommunications and Network Services Northwestern
University Information Technology (NUIT)
2001 Sheridan Road #G-166
Evanston, IL 60208
847-467-5780
NUIT Web Site: <http://www.it.northwestern.edu/> PGP Public
Key:<http://bt.ittns.northwestern.edu/julian/pgppubkey.html>
**********
Participation and subscription information for this EDUCAUSE Constituent Group
discussion list can be found at http://www.educause.edu/groups/.
**********
Participation and subscription information for this EDUCAUSE Constituent Group
discussion list can be found at http://www.educause.edu/groups/.
**********
Participation and subscription information for this EDUCAUSE Constituent Group
discussion list can be found at http://www.educause.edu/groups/.
