NERSCPowering Scientific Discovery Since 1974

2007/2008 User Survey Results

Services and Communications

  • Legend
  • Satisfaction with NERSC Services
  • How Important are NERSC Services to You?
  • How useful are these methods for keeping you informed?
  • Are you well informed of changes?
  • Comments about Services and Communications

 

Legend:

SatisfactionAverage Score
Very Satisfied 6.50 - 7.00
Mostly Satisfied - High 6.00 - 6.49
Mostly Satisfied - Low 5.50 - 5.99
Somewhat Satisfied 4.50 - 5.49
ImportanceAverage Score
Very Important 2.50 - 3.00
Somewhat Important 1.50 - 2.49
Significance of Change
significant increase
not significant
UsefulnessAverage Score
Very Useful 2.50 - 3.00
Somewhat Useful 1.50 - 2.49

 

Satisfaction with NERSC Services

7=Very satisfied, 6=Mostly satisfied, 5=Somewhat satisfied, 4=Neutral, 3=Somewhat dissatisfied, 2=Mostly dissatisfied, 1=Very dissatisfied

Item Num who rated this item as: Total Responses Average Score Std. Dev. Change from 2006
1 2 3 4 5 6 7
SERVICES: Account support     2 1 6 82 265 356 6.71 0.57 0.07
SERVICES: Computer and network operations support (24x7)     2 11 9 46 93 161 6.35 0.95 0.31
SERVICES: Response to special requests (e.g. disk quota increases, etc.)   1 2 14 9 51 97 174 6.29 1.02 0.04
TRAINING: New User's Guide     1 16 16 106 104 243 6.22 0.87 -0.12
SERVICES: Allocations process 1 1 5 15 26 102 127 277 6.17 1.03 -0.12
TRAINING: Web tutorials   1 1 16 16 97 85 216 6.14 0.93 -0.01
SERVICES: E-mail lists     2 24 21 66 97 210 6.10 1.05 -0.08
SERVICES: NERSC CVS services       21 6 27 40 94 5.91 1.18 -0.09
TRAINING: NERSC classes: in-person     2 20 3 8 18 51 5.39 1.42 -0.55
Live classes on the web   1   23 6 16 14 60 5.30 1.29 -0.46

 

How Important are NERSC Services to You?

3=Very important, 2=Somewhat important, 1=Not important

Item Num who rated this item as: Total Responses Average ScoreStd. Dev.
1 2 3
SERVICES: Account support 5 76 239 320 2.73 0.48
SERVICES: Allocations process 10 61 185 256 2.68 0.54
SERVICES: Response to special requests (e.g. disk quota increases, etc.) 18 55 118 191 2.52 0.66
SERVICES: Computer and network operations support (24x7) 25 77 85 187 2.32 0.70
SERVICES: E-mail lists 40 116 51 207 2.05 0.66
SERVICES: NERSC CVS services 43 51 44 138 2.01 0.80

 

How useful are these methods for keeping you informed?

3=Very useful, 2=Somewhat useful, 1=Not useful

Item Num who rated this item as: Total Responses Average ScoreStd. Dev.
1 2 3
TRAINING: New User's Guide 8 44 155 207 2.71 0.53
SERVICES: E-mail lists 5 99 230 334 2.67 0.50
TRAINING: Web tutorials 13 50 135 198 2.62 0.61
MOTD (Message of the Day) 27 108 173 308 2.47 0.65
SERVICES: Announcements web archive 36 134 130 300 2.31 0.68
Live classes on the web 26 44 28 98 2.02 0.75
TRAINING: NERSC classes: in-person 31 33 29 93 1.98 0.81
Phone calls from NERSC 86 66 75 227 1.95 0.84

 

Are you well informed of changes?

Do you feel you are adequately informed about NERSC changes?

AnswerResponsesPercent
Yes 362 97.3
No 10 2.7%

Are you aware of major changes at least one month in advance?

AnswerResponsesPercent
Yes 308 88.5%
No 40 11.5%

Are you aware of software changes at least seven days in advance?

AnswerResponsesPercent
Yes 312 92.3%
No 26 7.7%

Are you aware of planned outages 24 hours in advance?

AnswerResponsesPercent
Yes 332 93.5%
No 23 6.5%

 

Comments about Services and Communications:   15 responses

 

Issues with system outages / MOTD / Communication of down times and system changes:   5 responses

I wish that they could send unscheduled maintenance message to us on time too.

Please send an email when machine goes down and up in an unscheduled manner.

When a system goes out, please post the outage on the MOTD as soon as possible. Sometimes the outage is not posted until hours after it started.

If I 'ssh franklin' and its down - a warning message would be good - not me typing in my password to be denied over and over.

While I am generally aware of software changes, small changes to compiler versions are not generally advertised, even though they can sometimes be very important.

 

Training Comments:   5 responses

Sometimes the web tutorials are a little behind the actual configurations. It would also be nice to have some more detailed walkthrough examples, like "how to run your first program" or "how to build a program using X" where X is some popular library like ScaLAPACK.

I even use some of the tutorials, e.g., MPI, in my computational physics class. They are very valuable.

For training/information, I mostly refer to the PDSF faq

I was not aware of the tutorials and classes! I will have to start using them!

Looks like some tools I should make use of.

 

Off hours 24x7 support:   2 responses

The 24/7 support is only somewhat satisfied specifically because of my experiences with PDSF -- better weekend support for PDSF is needed.

Availability of account support from earlier in the day would be helpful for east-coast-based users.

Satisfied:   2 responses

This aspect of NERSC is fantastic.

Overall excellent.