District Operations Satisfaction Survey, March 2010
Summary of Results
The following table is a sample entry from the Summary of Satisfaction section that follows,
with portions color-coded. Each portion is explained in the second table.
DCS-Technical Services
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
c: Follow- d: Accuracy
through of
of info
staff
provided
e: Training
provided
f:
g: h: Clarity &
Timeliness, Timeliness, consistency
initial
final
of
response resolution procedures
i: Opp to
j: Overall
provide satisfaction
your input
with
on chgs
services
196
4.2
194
4.4
189
4.1
188
4.2
122
3.8
196
3.9
196
3.9
191
3.9
148
3.6
84%
13%
4%
90%
6%
4%
81%
11%
8%
81%
13%
6%
70%
15%
16%
72%
15%
13%
72%
15%
13%
69%
20%
10%
62%
15%
23%
23:1
25:1
10:1
14:1
4:1
6:1
6:1
7:1
3:1
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf
(2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Item
Question labels
Number of
respondents
Mean rating
Mean of means
Percent of responses
by category
Ratio of satisfied to
not-satisfied
Mean percent satisfied
Mean ratio of satisfied
to not-satisfied
Description
These are the core satisfaction questions, each of which asks for a
rating of an important aspect of the department’s services.
The number of respondents who marked 1, 2, 3, 4, or 5 on each
question.
Average rating across all respondents who marked 1, 2, 3, 4, or 5.
Average of the means across all the aspects of the department’s
services.
For each question, the percentage of responses in three categories,
rounded to the nearest whole number:
• Percent satisfied or very satisfied. This category corresponds to an
outcome measure used by several District units. The higher this
percentage, the better.
• Percent somewhat satisfied. This category is in the middle, neither
very satisfied nor very dissatisfied. These respondents do not feel
strongly one way or the other about this aspect of the services.
• Percent not at all satisfied or not very satisfied. These respondents
regard this aspect of the services unsatisfactory in some important
way.
Ideally, a large proportion of respondents should be satisfied or very
satisfied with the department’s service (rating 4 or 5), and only a
small proportion should be not at all satisfied or not very satisfied
(rating 1 or 2). For each aspect of the service, this measure combines
those proportions in a ratio. The higher this ratio, the more the
department has satisfied its clients and the less it has left them
unsatisfied. In the example above, for every one person who was not
satisfied with the helpfulness of staff (rating 1 or 2), 23 were
satisfied (rating 4 or 5). Results have been rounded to the nearest
whole number.
Average percentage of satisfied (rating 4 or 5) respondents across all
the aspects of the department’s services.
Average ratio across all the aspects of the department’s services.
This single ratio summarizes how satisfied clients are with the
department’s services overall.
1 of 5
198
4.0
4.0
74%
18%
8%
9:1
76%
11:1
District Operations Satisfaction Survey Summary of Results
Summary of Satisfaction
a:
Helpfulness b: Courtesy
of staff
of staff
DCS-Technical Services
N
Means
c: Follow- d: Accuracy
through of
of info
staff
provided
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
e: Training
initial
final
of
input on
with
provided
response resolution procedures
chgs
services
196
4.2
194
4.4
189
4.1
188
4.2
122
3.8
196
3.9
196
3.9
191
3.9
148
3.6
84%
13%
4%
23:1
90%
6%
4%
25:1
81%
11%
8%
10:1
81%
13%
6%
14:1
70%
15%
16%
4:1
72%
15%
13%
6:1
72%
15%
13%
6:1
69%
20%
10%
7:1
62%
15%
23%
3:1
c: Follow- d: Accuracy
through of
of info
staff
provided
e: Training
provided
198
4.0
4.0
74%
18%
8%
9:1
76%
11:1
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
a:
Helpfulness b: Courtesy
of staff
of staff
DCS-Administrative
Services
N
Means
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
initial
final
of
input on
with
response resolution procedures
chgs
services
132
4.1
130
4.2
129
4.0
122
4.0
89
3.8
130
3.8
130
3.8
126
3.8
106
3.8
82%
12%
6%
14:1
85%
12%
3%
28:1
76%
17%
7%
11:1
79%
16%
5%
16:1
70%
19%
11%
6:1
73%
15%
12%
6:1
73%
11%
16%
5:1
70%
21%
10%
7:1
67%
19%
14%
5:1
130
3.9
3.9
75%
17%
8%
9:1
75%
11:1
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Distributed Education
a:
Helpfulness b: Courtesy
of staff
of staff
c: Follow- d: Accuracy
through of
of info
staff
provided
e: Educ
Tech tools
offered
e: Training
provided
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
initial
final
of
input on
with
response resolution procedures
chgs
services
61
4.1
60
4.2
57
4.0
56
4.1
45
3.9
39
3.8
54
4.1
54
4.0
53
3.9
45
3.9
75%
18%
7%
12:1
85%
13%
2%
51:1
79%
11%
11%
8:1
80%
14%
5%
15:1
73%
20%
7%
11:1
69%
21%
10%
7:1
76%
22%
2%
41:1
78%
20%
2%
42:1
72%
19%
9%
8:1
73%
11%
16%
5:1
N
Means
59
4.0
4.0
76%
17%
7%
11:1
76%
19:1
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Printing Services
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
c: Follow- d: Accuracy
through of
of info
staff
provided
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
e: Training
initial
final
of
input on
with
provided
response resolution procedures
chgs
services
133
4.0
133
3.9
132
4.1
125
4.1
67
4.0
135
4.1
131
4.1
137
3.9
103
3.8
77%
14%
9%
9:1
69%
20%
11%
6:1
83%
8%
8%
10:1
84%
6%
10%
8:1
76%
12%
12%
6:1
82%
11%
7%
12:1
82%
11%
8%
11:1
73%
14%
13%
6:1
69%
11%
20%
3:1
c: Follow- d: Accuracy
through of
of info
staff
provided
e: Training
provided
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Human Resources
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
initial
final
of
input on
with
response resolution procedures
chgs
services
180
3.7
180
3.8
177
3.5
177
3.6
103
3.3
178
3.4
175
3.4
177
3.2
127
2.9
63%
22%
67%
21%
56%
21%
60%
19%
54%
20%
52%
22%
53%
20%
49%
16%
45%
11%
14%
4:1
13%
5:1
23%
2:1
21%
3:1
25%
2:1
25%
2:1
27%
2:1
35%
1:1
44%
1:1
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf
(2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
2 of 5
139
4.1
4.0
78%
12%
9%
8:1
77%
8:1
179
3.4
3.4
50%
24%
26%
2:1
55%
3:1
District Operations Satisfaction Survey Summary of Results
Accounting/Accounts
Payable/Audit
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
c: Follow- d: Accuracy
through of
of info
staff
provided
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
e: Training
initial
final
of
input on
with
provided
response resolution procedures
chgs
services
124
4.3
123
4.2
122
4.1
121
4.2
69
3.9
124
4.1
123
4.1
121
3.9
93
3.6
85%
8%
6%
13:1
84%
12%
4%
21:1
80%
14%
7%
12:1
82%
12%
6%
14:1
72%
9%
19%
4:1
80%
11%
9%
9:1
81%
8%
11%
8:1
72%
15%
13%
5:1
66%
9%
26%
3:1
c: Follow- d: Accuracy
through of
of info
staff
provided
e: Training
provided
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Payroll
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
initial
final
of
input on
with
response resolution procedures
chgs
services
138
4.2
136
4.1
137
4.1
133
4.1
65
3.9
134
4.1
137
4.1
132
3.9
87
3.7
81%
11%
8%
10:1
81%
11%
8%
10:1
77%
12%
11%
7:1
82%
9%
9%
9:1
80%
3%
17%
5:1
81%
9%
10%
8:1
81%
9%
9%
9:1
71%
14%
14%
5:1
70%
8%
22%
3:1
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Purchasing
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
c: Follow- d: Accuracy
through of
of info
staff
provided
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
98
4.0
96
4.1
96
4.0
96
3.9
68
4.0
98
3.8
97
3.8
98
3.6
63
3.4
72%
15%
12%
6:1
74%
20%
6%
12:1
76%
9%
15%
5:1
71%
17%
13%
6:1
76%
12%
12%
7:1
70%
16%
13%
5:1
69%
18%
13%
5:1
61%
18%
20%
3:1
60%
8%
32%
2:1
c: Follow- d: Accuracy
through of
of info
staff
provided
e: Training
provided
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
Facilities (District Office)
a:
Helpfulness b: Courtesy
of staff
of staff
N
Means
Pct Somewhat Satisf (3)
Pct Not at All (1) or Not Very Satisf (2)
Ratio Satisf (4+5) : Not Satisf (1+2)
69
4.3
67
4.4
67
4.2
61
4.1
27
3.9
66
4.2
66
4.2
62
4.2
49
3.8
88%
7%
4%
20:1
88%
9%
3%
30:1
79%
15%
6%
13:1
80%
11%
8%
10:1
74%
11%
15%
5:1
77%
15%
8%
10:1
76%
15%
9%
8:1
85%
8%
6%
13:1
69%
14%
16%
4:1
Mean Pct Satisfied (4) or Very Satisf (5)
Mean Ratio Satisf (4+5) : Not Satisf (1+2)
3 of 5
96
3.8
3.8
73%
8%
19%
4:1
70%
5:1
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
initial
final
of
input on
with
response resolution procedures
chgs
services
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
135
4.1
4.0
79%
12%
10%
8:1
78%
7:1
f:
g: h: Clarity &
i: Opp to
j: Overall
Timeliness, Timeliness, consistency provide your satisfaction
e: Training
initial
final
of
input on
with
provided
response resolution procedures
chgs
services
Mean of Means
Pct Satisfied (4) or Very Satisf (5)
125
4.1
4.1
78%
16%
6%
12:1
78%
10:1
68
4.3
4.1
84%
9%
7%
11:1
80%
13:1
District Operations Satisfaction Survey Summary of Results
Respondent Characteristics Overall
This table shows the breakdown of the 230 respondents by primary function and primary
location. Most respondents were classified employees, followed by faculty. Most work
primarily at Valley, followed by Crafton Hills. The largest single group was Valley classified,
followed by Valley faculty.
Primary Location
SBVC
CHC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Adm Class
Fac
13
59
52
6
32
29
1
1
3
13
2
11
1
3
26
119
81
Stu Grand Total
4
128
67
2
16
13
4
4
230
Respondent Characteristics by Department
These tables break down the same information by department. Respondents were counted for a
given department if they answered 1, 2, 3, 4, or 5 on that department’s overall satisfaction
question.
For example, 196 respondents answered 1, 2, 3, 4, or 5 on the DCS-Technical Services overall
satisfaction question. Of those, half were classified, and somewhat over a third were faculty.
The largest single group of respondents was Valley classified, followed closely by Valley
faculty.
DCS-Technical Services
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
24
6
26
47
12
48
1
1
3
12
2
9
1
2
71
25
98
Stu Grand Total
56
2
109
2
15
11
3
2
196
DCS-Administrative Services
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
9
3
19
27
12
36
1
2
10
2
6
1
36
19
73
StuGrand Total
31
2
77
1
12
8
1
2
130
Distributed Education
Primary Location
CHC
SBVC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
6
5
5
18
6
13
2
1
1
24
12
21
4 of 5
Stu Grand Total
16
1
38
2
1
1
1
58
District Operations Satisfaction Survey Summary of Results
Printing Services
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
Grand Total
Primary Function
Fac
Adm Class
15
5
17
40
9
33
1
3
8
2
5
55
19
64
Stu Grand Total
37
1
83
1
11
7
1
139
Human Resources
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
20
6
27
32
13
48
1
1
3
11
2
11
1
2
52
26
100
Stu Grand Total
53
1
94
2
14
13
3
1
179
Accounting/Accounts Payable/Audit
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
7
6
21
17
12
36
1
1
2
11
2
6
1
1
24
24
76
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
9
6
19
18
11
45
1
1
2
11
2
8
2
27
22
86
Stu Grand Total
34
1
66
2
13
8
2
1
125
Payroll
Stu Grand Total
34
74
2
13
10
2
135
Purchasing
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
3
5
13
9
12
33
1
1
3
10
2
2
2
12
23
61
Stu Grand Total
21
54
2
13
4
2
96
Facilities (District)
Primary Location
CHC
SBVC
EDTC
Dist Off
Annex
KVCR
Grand Total
Primary Function
Fac
Adm Class
4
1
9
9
4
16
1
1
2
12
1
5
2
13
9
45
5 of 5
Stu Grand Total
14
1
30
2
14
6
2
1
68