Satisfaction Survey

Overview

In the first semester of 2018, GridUnesp conducted its first satisfaction survey with cluster users. The objective was to collect feedback to continuously improve the services provided to the scientific community.

  • Period: 1st semester of 2018

  • Participants: 56 users

  • Instrument: Online form

Areas Evaluated

The survey addressed three main dimensions of the service:

  1. Documentation

    • Clarity of instructions

    • Completeness of information

    • Ease of finding topics

  2. Submission and Queues

    • Job submission process

    • Queue waiting time

    • Execution predictability

  3. Support

    • Response time

    • Quality of solutions

    • Cordial service

Results

Detailed results are available in the links below:

Net Promoter Score (NPS)

The Net Promoter Score is a metric that measures user loyalty and satisfaction, classifying them as:

  • Promoters (9-10): Enthusiastic users who recommend the service

  • Neutrals (7-8): Satisfied but not enthusiastic users

  • Detractors (0-6): Dissatisfied users

NPS is calculated as: % Promoters - % Detractors

GridUnesp result: [Index to be inserted according to survey data]

Key Strengths

  • Cluster availability (24/7)

  • Qualified technical support

  • Comprehensive documentation

Improvement Opportunities

  • Reduction of queue waiting time

  • More examples of specific applications

  • In-person training sessions

Implemented Actions

Based on the feedback received, the GridUnesp team implemented:

  1. Documentation revision (version 2.0)

  2. New script examples for common applications

  3. More agile communication channels

Participate!

Your opinion is essential for us to continuously improve. Watch for announcements to participate in the next editions of the survey.

Note

Survey results are used internally for planning and resource allocation, always aiming to better serve the needs of the user community.

See also