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WVU+kc customer survey finds 81 percent of users are satisfied with the service

A recent customer satisfaction survey of the WVU+kc (Kuali) electronic research administration tool found that 81% of respondents are satisfied or very satisfied with their experiences using the system.

All three Kuali modules received high ratings, with respondents indicating they were satisfied to very satisfied with proposal submissions (84%), receiving award notices (87%) and submitting IRB protocols (81%). The full survey results can be found here.

Some respondents indicated confusion about some of the system’s functionality, so we’d like to remind you that there are FAQ pages for submitting proposals, receiving award notices, and submitting IRB protocols online.

A majority of respondents also said they would like to receive emails with suggested tips, so ITS will work with the Office of Sponsored Programs and the Office of Research Integrity and Compliance to create and distribute these monthly beginning in February.

The latest survey continues a positive trend with customer satisfaction since the launch of WVU+kc in 2012. In October 2014, only 52% of respondents were satisfied with their experience. By 2015, that had improved to 78%, and these 2016 results are even better.

Thank you to everyone who took the time to complete a survey. We appreciate your feedback and will continue to work with you on improving this tool for the WVU research community.