Home » IT Services News » IT Services News No. 193 (Jun 2018) » Results of ITS User Survey 2018

Results of ITS User Survey 2018

1. About the Survey

IT Services (ITS) conducted an annual User Survey during the period from 21 February to 14 March 2018.  All staff and students were invited to participate in this survey.  It can help us to 

  1. know about our users’ experience and their feedback on the services provided by ITS;
  2. gain a better understanding of our users’ needs in central IT services; and
  3. identify possible areas for improvements.

In this survey, users were asked to indicate the extent to which they agreed with the survey questions that described the ITS services on a scale of 5 to 1, namely Strongly Agree (5), Agree (4), Neutral (3), Disagree (2) and Strongly Disagree (1).  For questions that are not applicable to them, they could simply choose Not Applicable/Not Using (NA).  The mean score based on the five-point scale is calculated.

We received a total of 242 completed responses this year.  108 are from staff (45%) and 134 are from students (55%).  The distribution is tabulated in Table 1.

Table 1: Respondents by User Groups



No. of responses

Staff members



Undergraduate students



Postgraduate students






2. Most Important and Most Satisfied Services

Table 2 shows the rankings of the top 10 most important and most satisfied services from users’ perspectives.

Table 2: Ranking of the Most Important and the Most Satisfied Services


Most Important

Most Satisfied





HKU Portal

Microsoft Office 365 ProPlus


eLearning services

HKU Portal


Network services

eLearning services


Information security

Student Information System (SIS)


Microsoft Office 365 ProPlus

Service Desk support

/ Information Security


Communal PCs in learning commons and central printing service (uPrint)


Student Information System (SIS)

Server facilities


Service Desk support

Communal PCs in learning commons and central printing service (uPrint)


Server facilities

Communications services (phone, video conferencing, multimedia streaming, etc.)

3. Comparison between 2017 and 2018 User Surveys

Comparing the survey results of 2017 and 2018, the mean scores on the “most important services” and “most satisfied services” attained under the commonly surveyed service categories are consistent with only slight difference.  The mean scores are summarized below as Chart 3 and Chart 4.  

The consistent pattern tells us that the services considered important remain important over 2017 and 2018, and they continue to serve the needs of our users well.  It is worth noting that users’ views on a wider scope of services were surveyed in the 2018 exercise as shown in the charts below.

Chart 3: Mean Score on the "Most Important Services" Attained in 2017 and 2018 Surveys

Most Important Services

Chart 4: Mean Score on the "Most Satisfied Services" Attained in 2017 and 2018 Surveys

Most Important Services

4. Findings on the Most Important Services

As revealed above, users are very satisfied with the three most important services are Email (“most satisfied” score 4.08), HKU Portal (“most satisfied” score 4.02) and eLearning Services (“most satisfied” score 3.97) which are among the highest satisfaction scores. 

On the other hand, while Network Services is considered the fourth most important service, its “most satisfied” score of 3.46 cannot get a place on the top 10 list that are shown in Chart 4.  User comments collected suggest that the WiFi service needs improvement.   

5. Summary 

In addition to the score ratings on the central IT services as discussed above, we are glad to have received constructive comments from staff and students. They are valuable for us to review our service levels and work for improvements.  We shall continue updating our users about enhancements.

We also thank all users who have responded to our survey for their time and valuable inputs.  We look forward to receiving more user input from our staff and students.  Please feel free to contact our Service Desk at ithelp@hku.hk or 3917 0123 if you wish to provide us with your feedback or need assistance in the use of the central IT services.


Idy Tang
User Services Team
Tel: 3917 6220
Email: tangky@hku.hk