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Business and Finance Customer Satisfaction Survey ….Moving Forward with the Data

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.

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Business and Finance Customer Satisfaction Survey ….Moving Forward with the Data

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  1. Business and Finance Customer Satisfaction Survey ….Moving Forward with the Data October 11, 2007

  2. 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

  3. Goal 1 Indicators Targets Metrics Strategic Framework: Goal 1 FY08 1. Become the University’s PROVIDER of CHOICE for the UM services we offer 2009 Customer Survey targets set (AVP/unit) Related action plan(s) created and communicated to appropriate AVP staff 1.1Customer Satisfaction Customer Satisfaction Improvement Process 1.2 Coordination of Customer-impacting initiatives and improvements Monthly review during CFO Senior Staff meetings beginning in Sept, 2007 “Pop Up” reviews of new upcoming initiatives held during B&F Forum sessions Review of initiatives, timetables and customer impacts during CFO Senior Staff meetings and B&F Forum meetings to minimize customer impact

  4. 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

  5. CSA Tool Review/Q&A

  6. Customer Survey Suggested Next Steps • Understand Data • Qualitative/Quantitative • Perform Analyses • 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)

  7. Achieving CustomerSatisfaction OverarchingCulture and Values Standards Skills Structure Service System Rewards and Consequences

  8. 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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