IT Customer Satisfaction Survey (Please Rate the Following Aspects of Our Work) 100% 95% 90% 85%

97%

96% 95% 96% 88%

80%

91% 85%

93% 88%

93% 90%

90%

84% 80%

75%

76%

73%

70%

2010 (Excellent‐Good‐Adequate) 2009 (Excellent‐Good‐Adequate)

65% 60%

60%

55% 50%

IT Customer Satisfaction Survey (Overall, how do you rate the quality of products and services we  provide?) 98% 96%

96% 94% 92% 90%

Excellent, Good, and Adequate

88% 86%

86%

84% 82% 80% Response Percent (2009)

Response Percent (2010)

IT Customer Satisfaction Survey (What level of confidence do

IT Customer Satisfaction Survey (What level of confidence do  you have in us to deliver the products and services that you require?) Response Percent (2009)

Response Percent (2010)

49.7%

25.7%

19.6% 39.5% 26.6%

24.2%

4.5% 8.1%

None

Little

Some

A lot

Complete

0.6% 1.6%

IT Customer Satisfaction Survey  (Overall, is our performance …) Response Percent (2009)

Response Percent (2010)

50.8%

40.8% 37.5%

25.1% 20.7% 18.3%

3.4% 2.5% Getting much  better?

Getting better?

Staying at about the  Getting worse? same level?

0.8% 0.0% Getting much  worse?