What is being done to measure user satisfaction with EDP/MIS

Abstract Although there is a side literature on the measurement of user satisfaction with EDP/MIS products and services, virtually of it is normative. It indicates what one should do and what the benefits ought to be. We were unable to find any studies that indicate whether or not organizations are measuring user satisfaction and, if they are, how they are doing it. We set out to do this with a large mail survey of the largest corporations in Canada. Only one quarter of the respondents stated that they have a formal procedure to measure user satisfaction with the services and products provided by the EDP/MIS departments. However, those that do seem to be following the principles set out in the literature and appear to be reaping the projected benefits. The products and services provided by EDP/MIS are perceived to have improved, as are the relations between these departments and the users of their services, as a result of measuring user satisfaction.

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