We have some representative questions from one of the vaunted NMCI customer surveys. We assume each survey is asked some subset of a question pool so your mileage may vary. Information on what types of surveys are conducted and why they are so important to EDS can be found
here.
This particular survey was an "Enterprise Satisfaction" survey. The survey was only accessible through an NMCI seat and consisted of 14 questions. We are not sure why EDS has been so secretive with the questions as they are fairly reasonable.
However, that being said, the questions are somewhat vague and could be interpreted a number of different ways. This is especially true given the varied experience levels and technical skill levels of the user base.
For example, "How satisfied are you with network reliability?" is a ridiculous question to ask anyone, even a Navy network engineer. How is a user to distinguish a network problem from a web proxy problem from a Windows domain controller problem from a shared drive problem from a mail server problem from a.... Users are not allowed to run or install network analyzers on the NMCI network so how is staring at a Windows 2000 GUI going to tell them anything about "network reliability"?
Other examples of obtuse questions include "processes to make changes to your IT environment." Exactly what does that mean? User don't know of any changes they
can make to the IT environment -- its a managed IT infrastructure. Perhaps changing the Windows wallpaper image counts. The "process" for making changes to the environment is to modify the EDS contract. Not something the average user is going to have experience with.
Without further delay or curmudgeonry, here are the questions we had submitted.
How satisfied are you:
1. With the dependability of the computer you use?
2. With network reliability?
3. With having access to the computer hardware you need to accomplish your job?
4. With having access to the software you need to accomplish your job?
5. With the professionalism of EDS personnel?
6. With technical support services provided by the help desk?
7. With technical support services provided by on-site personnel?
8. With the timeliness of problem resolution?
9. With the solution implemented to correct any problem you experienced?
10. With finding and using information about NMCI services?
11. With the accuracy of information describing how to use NMCI services?
12. With training on how to use NMCI effectively?
13. With the processes to make changes to your IT environment?
14. What is your overall satisfaction with services provided by EDS?
The survey then gives a form field for free-form entry of comments or questions and a couple demographic questions:
How experienced are you with using a computer?
Beginner - Primarily used for email and word processing.
Average - Above plus Internet services and other commercial software use.
Intermediate - Above plus spreadsheets.
Power-user - Above plus report development and legacy applications.
Expert - Above plus solving technical issues and running multiple applications.
What tasks do you perform with your computer?
Detailed research
E-mail
Job planning/scheduling
Presentation Development
Scientific or engineering computing
Spreadsheet activities
Web Browsing
Word Processing
What type of computer do you use most often?
Desktop
Laptop (including docking station)
Deployable
None of the above
