Business and Finance Customer
Satisfaction Survey
….Moving Forward with the Data
October 11, 2007
Overview
The Business and Finance Customer Satisfaction Survey
Committee were charged with simplifying the 2005 B&F
customer survey and the survey administration process (e.g.
customer identification, distribution, results and analysis)
while achieving a higher participation rate from B&F
customers.
 Survey successfully implemented
 Response rate increased 79% (6085 completed surveys in
2007 compared to 3408 completed in 2005)
 Results distributed to participating department directors
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Strategic Framework: Goal 1 FY08
Goal 1
Indicators
3
1.
Become the University’s PROVIDER of CHOICE for the UM services
we offer
Metrics
Targets
1.1 Customer
Satisfaction
Customer Satisfaction
Improvement Process
2009 Customer Survey targets set (AVP/unit)
1.2 Coordination of
Customer-impacting
initiatives and
improvements
Review of initiatives, timetables
and customer impacts during
CFO Senior Staff meetings and
B&F Forum meetings to
minimize customer impact
Monthly review during CFO Senior Staff
meetings beginning in Sept, 2007
Related action plan(s) created and
communicated to appropriate AVP staff
“Pop Up” reviews of new upcoming initiatives
held during B&F Forum sessions
Linking Attributes to Strategies
2007 Service Attributes
• Understands the customer’s needs
• Understands and explains University policies and
procedures
• Communicates service standards
• Demonstrates functional/technical expertise
• Implements service changes effectively
• Communicates change effectively
• Easily accessible
• Provides friendly and courteous service
• Overall satisfaction
4
CSA Tool Review/Q&A
5
Customer Survey Suggested Next Steps
1. Understand Data
• Qualitative/Quantitative
2. Perform Analyses
3.
4.
5.
6.
6
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•
•
•
Themes/What stands out
Deeper Dive
Correlations
Tools
Draw Conclusions/Set Priorities for Focus
Set Targets (by June 2008)
Develop Strategies
Develop Action Plans (by June 2008)
Achieving Customer
Satisfaction
Overarching
Standards
Skills
Structure
Service
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System
Rewards and Consequences
Culture and Values
B&F Offer to Help
• Focus Groups
• Best Practices Networking
• Additional Explanation of the Reporting Tool
• Provide customer and employee linkages
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