The Higher Education TechQual+ Project aims to produce a standard, generalizable survey that assesses the quality of IT services in higher education from the perspective of students, faculty, and staff. Each year the TechQual+ core survey is updated based on feedback from respondents and the community of participating institutions. This year's update was finalized over this past weekend is now available for schools to administer through the Higher Education TechQual+ Web site.
The survey is organized in three sections, focusing on Internet access, online services, and user support. The format and approach of the survey is based on SERVQUAL which has strong support in the academic literature for assessing customer satisfaction. The 2015 version of the survey can be found on the TechQual+ Web site following this link. This YouTube video discusses the approach and development of the TechQual+ core survey over the past several years.
Changes to the survey this year were focused on the need to clarify the language for some items, the need to assess emerging services such as learning technologies and data for decision-support, and aligning the customer service questions more closely with the original SERVQUAL items. With these changes we will begin publishing findings from the project later this year once the new survey has been administered at multiple institutions.
Over the past decade over 250,000 students, faculty, and staff have completed the TechQual+ core survey at 100+ institutions. The use of the core survey and the Web tools for administering surveys is available free of charge. There are numerous opportunities for learning more about the project, including monthly conference calls and an online training session scheduled for February 6, 2015. For more information please visit the TechQual+ project Web site or contact the project's principal investigator at firstname.lastname@example.org by e-mail.