NERSCPowering Scientific Discovery Since 1974

2002 User Survey Results

User Services

 

Legend:

Satisfaction 

Average Score 

Very Satisfied

6.5 - 7

Mostly Satisfied

5.5 - 6.4

 

 

Significance of Change 

not significant

 

 

Satisfaction with User Services:

Topic 

 No. of Responses

Average Score

 Std. Dev.

Change from 2001

Timely response

207

6.51

0.89

-0.05

Technical advice

205

6.47

0.85

0.01

Time to solve problems

198

6.40

0.95

 

Response to special requests

136

6.40

1.03

0.17

Followup to initial questions

188

6.39

0.97

0.02

RightNowWeb interface

109

5.94

1.14

 

 

 

 

Comments about Consulting and Account Support:   21 responses

14  

Good service

5  

Mosty happy, mixed evaluation

2  

Unhappy

Good service:

Consultants are wonderful. On one ocasion I was sent email about a bug in my batch job file before I even knew there was a bug. Very professional service.

Consultants at NERSC do a wonderful job!.

Getting better and better with time. Resolution of obscure or hard to detect problems is now outstanding. We had a strange segfault problem that was solved by going to 64bit address mode, I'd never have guessed that.

Everything fine.

Excellent support services from everyone. I'm especially happy to have Iwona as a resource at NERSC. She knows her stuff, is always helpful and tries to respond quickly. Thanks!

Account Support Services were very helpful. Thanks.

Wonderful!

NERSC User Services are BY FAR the BEST we have worked with, compared to a large number of other supercomputing sites we have worked with. Superb work, terrific responsiveness, in all aspects of our interaction with the team. In particular, F. Verdier is doing an exemplary job as the Leader of the team we are interacting with.

My one-on-one interactions with NERSC staff have been great! Thank you very much.

I have been very happy with the technical support for the ACTS toolkits. My requests have been fielded in a prompt and accurate manner.

The consulting are outstanding. I have worked at many centers. NERSC consulting services are the best I have encountered.

For what I use, NERSC gives me great service. I appreciate it.

It seems to me that there's been a great improvement in the services in the last year or two. Keep up the good work!

very good service

Mosty happy, mixed evaluation:

For the most part, the consultants have been great. I hoped to get more help on code optimization, but this seems to be very far down the list.

Consulting questions tend to be tough. So, even though I would like better answers I believe the consultants do as well as can be expected.

The staff is very prompt and very fast and as helpful as they can be. My only problem is sometimes they can't provide the answers I wanted (which may be more a function of the question but I lack sufficient expertise to judge).

Only in one instance, and this was a desire to be pointed in the right direction for debugging, did the technical consultant not help much, but in all other cases I've been very satisfied.

It sometimes takes awhile to resolve our detailed technical issues, but this is probably inevitable with a system as complex as NERSC.

Unhappy:

I work in France, so my working time corresponds to night for you. Therefore, it is more difficult to consult.

I reported a bug in IBM FORTRAN compiler, but they don't fix it. This is not good.