customer survey results presentation to unit liaisons february 22, 2006 business & finance...

Customer Survey Results

Presentation to Unit Liaisons

February 22, 2006

BUSINESS & FINANCE Customer Satisfaction Survey

2February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee [email protected] UM Business and Finance/

Introduction

In February, The Business Finance Customer Satisfaction Committee (BFCSC) began an initiative to design and develop a customer satisfaction survey to provide insights on how the organization is delivering on its vision

To achieve this the BFCSC: Identified 34 different services within Business and Finance (B&F) that have frequent

interaction with and high impact on customers Compiled 12 service attributes that are components of Business and Finance’s strategic

framework Identified core service user types (i.e., customer types) and created lists of customers to be

included in the survey Validated the survey approach, service attributes, and core services with the B&F Expanded

Forum and piloted the survey with the Budget Administrators Group (BAG) Distributed 10,164 surveys to Business and Finance customers


Strategic Intent of the B&F Customer Satisfaction Survey

B&F has been engaged in an integrated strategic framework and planning process to create alignment with the University’s strategic direction as outlined last spring by President Coleman

The B&F employees strive to “Make Blue Go” by continuing to focus on being a high performance organization

As a part of the planning process, the B&F Customer Survey will measure where the organization is today in delivering on its vision

The Customer Satisfaction Survey is a critical measure of Business and Finance’s overall effectiveness

The results of this initiative will provide B&F Leadership with the data needed to gauge customer satisfaction and the ability to draw key

insights on strengths as well areas that require attention.

The results of this initiative will provide B&F Leadership with the data needed to gauge customer satisfaction and the ability to draw key

insights on strengths as well areas that require attention.


Customer Satisfaction—Key Terms

Customer Segments Descriptors of the different types of customers

that will be surveyed

Core Services Thirty-four Business and Finance services identified

as having a high customer impact

Core Service Statements Descriptors of the core services in customer language,

often naming specific services that customers will reference as they are rating service attributes

Service Attributes Twelve service descriptors that customers will be

asked to rate for each core service they are selected to assess


Customer Satisfaction Survey Attributes/Questions

Service Attribute Survey Question

1. Attentive to customer needs (listens) 1. How satisfied are you with the attentiveness of the service providers to your needs?

2. Understands customers’ needs 2. How satisfied are you with the level at which the service providers understand your needs?

3. Responds in a timely manner to customer requests/questions

3. How satisfied are you with the timeliness of the service providers in responding to your requests and/or questions?

4. Understands and explains University policies and procedures

4. Please indicate your level of satisfaction with the explanation of University policies and procedures by the service providers.

5. Communicates service standards 5. Please indicate your level of satisfaction with the communication of the service standards (i.e., expectations and scope of services) by the service providers.

6. Demonstrates functional/technical expertise 6. How satisfied are you with the functional/technical expertise demonstrated by the service providers?

7. Communicates service change effectively 7. Please indicate your level of satisfaction with the communication of service changes by the service providers.

8. Implements service change effectively 8. Please indicate your level of satisfaction with the implementation of service changes by the service providers.

9. Adapts to changing customer needs 9. How satisfied are you with the adaptability of service providers to your changing needs?

10. Easily accessible 10. How satisfied are you with the accessibility of this service and/or service providers?

11. Leverages technology to improve service 11. Please indicate your level of satisfaction with the use of technology by this service and/or service providers to meet your needs.

12. Provides friendly and courteous service 12. How satisfied are you with the level of courtesy of the service providers?


B&F Overall Results

Overall, B&F customers are satisfied with their experience, with an average overall satisfaction rating of 75 percent

Sixty percent of respondents rated a high degree of satisfaction with B&F services (>7 on a 10 pt scale), while only 6 percent indicated strong dissatisfaction (<4 on a 10 pt scale)

B&F customers are most satisfied with the service attributes that relate to execution and customer interaction, including: Attentiveness to customer needs Functional/Technical Expertise Level of courtesy

Service attributes that are less satisfactory include: Explanation of University policies

and procedures Communication and

implementation of service changes Adaptability to changing needs 0% 20% 40% 60% 80% 100%

Satisfied Neutral Dissatisfied

1. Attentiveness to customer needs

2. Understanding of customer needs

3. Timeliness

4. The explanation of University policies and procedures

5. Communication service standards

6. Functional/technical expertise

7. Communication of service changes

8. Implementation of service changes

9. Adaptability to your changing needs

10. Accessibility of the service and/or service providers?

11. Use of technology

12. Level of courtesy

13. Overall Satisfaction

7.60

7.45

7.49

7.38

7.28

7.69

7.25

7.26

7.03

7.39

7.56

8.20

7.53

Mean


HR&AA Results

Overall, HR & AA customers are satisfied with their experience, with an average overall satisfaction rating of 72 percent

Fifty-three percent of respondents rated a high degree of satisfaction with HR & AA services (>7 on a 10 pt scale), while only six percent indicated strong dissatisfaction (<4 on a 10 pt scale)

HR & AA customers are most satisfied with the service attributes that relate to: Level of courtesy Functional/technical expertise Use of technology

Service attributes that are less satisfactory include: Adaptability to changing needs Communication and implementation

of service changes Communication of service standards

0% 20% 40% 60% 80% 100%




3. Timeliness











7.28

7.09

7.15

7.15

7.08

7.34

6.98

6.99

6.87

7.21

7.32

7.94

7.24

Mean


HR&AA Results continued

6.0

6.5

7.0

7.5

8.0

8.5

1. A

ttent

ivene

ss

2. U

nder

stan

ding

of

cust

omer

nee

ds

3. T

imel

ines

s

4. T

he e

xpla

natio

nof

Uni

vers

ity p

olici

esan

d pr

oced

ures

5. C

omm

unica

tion

serv

ice s

tand

ards

6.Fu

nctio

nal/t

echn

ical

expe

rtise

7. C

omm

unica

tion

ofse

rvice

cha

nges

8. Im

plem

enta

tion

ofse

rvice

cha

nges

9. A

dapt

abilit

y to

your

cha

ngin

gne

eds

10. A

cces

sibilit

y of

the

serv

ice a

nd/o

rse

rvice

pro

vider

s?

11. U

se o

fte

chno

logy

12. L

evel

of c

ourte

sy

13. O

vera

llSa

tisfa

ctio

n

Academic HR (n = 40) Benefits (n = 80)Compensation and Classification (n = 77) Employee Relations (n = 45)Employment (n = 79) HR Programs & Staff Assistance (n = 64)Office of Institutional Equity (n = 36) Org. Development and Training (n = 50)Records and Information Services (n = 52)

Except for the service attributes of Technology Use and Courtesy the mean service attribute scores have a high degree of variability across HR&AA core services

Except for the service attributes of Technology Use and Courtesy the mean service attribute scores have a high degree of variability across HR&AA core services


Finance Results

Overall, Finance customers are satisfied with their experience, with an average overall satisfaction rating of 75 percent

Sixty percent of respondents rated a high degree of satisfaction with B&F services (>7 on a 10 pt scale), while only 6 percent indicated strong dissatisfaction (<4 on a 10 pt scale)

Finance customers are most satisfied with the service attributes that relate to: Level of courtesy Attentiveness to customer needs Functional/technical expertise

Service attributes that are less satisfactory include: Adaptability to changing needs Communication of service

changes Implementation of service changes

0% 20% 40% 60% 80% 100%




3. Timeliness











7.64

7.54

7.55

7.41

7.27

7.63

7.19

7.26

7.04

7.47

7.61

8.18

7.57

Mean


Finance Results continued

Mean satisfaction scores on the service attributes of Functional/Technical Expertise and Use of Technology had the lowest levels of variability across Core Services.

Mean satisfaction scores on the service attributes of Functional/Technical Expertise and Use of Technology had the lowest levels of variability across Core Services.

6.0

6.5

7.0

7.5

8.0

8.5

9.0

1. A

ttent

ivene

ss

2. U

nder

stan

ding

of

cust

omer

nee

ds

3. T

imel

ines

s

4. T

he e

xpla

natio

n of

Uni

vers

ity p

olici

esan

d pr

oced

ures

5. C

omm

unica

tion

serv

ice s

tand

ards

6. F

unct

iona

l/tec

hnica

lex

perti

se

7. C

omm

unica

tion

ofse

rvice

cha

nges

8. Im

plem

enta

tion

ofse

rvice

cha

nges

9. A

dapt

abilit

y to

you

rch

angi

ng n

eeds

10. A

cces

sibilit

y of

the

serv

ice a

nd/o

rse

rvice

pro

vider

s?

11. U

se o

f tec

hnol

ogy

12. L

evel

of c

ourte

sy

13. O

vera

llSa

tisfa

ctio

n

Account Payable Services (298) Accounting Services/Financial Operations (168)Contract Management (18) M-Stores (119)Mail Services (55) Payroll Services (260)Purchasing Services (245) Risk Management (108)Sponsored Programs (181) Work Connections (81)

1 Results should be interpreted cautiously due to small sample size.

1


MAIS Results

Overall, MAIS customers are satisfied with their experience, with an average overall satisfaction rating of 85 percent

Eighty-one percent of respondents rated a high degree of satisfaction with MAIS services (>7 on a 10 pt scale), while only two percent indicated strong dissatisfaction (<4 on a 10 pt scale)

MAIS customers are most satisfied with the service attributes that relate to execution and customer interaction, including: Level of courtesy Attentiveness to customer needs Functional/technical expertise

Service attributes that are less satisfactory include: Adaptability to changing needs Implementation of service changes Explanation of University policies

and procedures0% 20% 40% 60% 80% 100%




3. Timeliness











8.50

8.26

8.43

8.14

8.16

8.49

8.15

8.07

7.79

8.33

8.30

9.08

8.48

Mean


MAIS Results continued

Across MAIS Core Services the service attribute of Adaptability to Changing Needs had the greatest variability in satisfaction.

Across MAIS Core Services the service attribute of Adaptability to Changing Needs had the greatest variability in satisfaction.

6.5

7.0

7.5

8.0

8.5

9.0

9.5

1. A

ttent

ivene

ss

2. U

nder

stan

ding

of

cust

omer

nee

ds

3. T

imel

ines

s

4. T

he e

xpla

natio

nof

Uni

vers

ity p

olici

esan

d pr

oced

ures

5. C

omm

unica

tion

serv

ice s

tand

ards

6.Fu

nctio

nal/t

echn

ical

expe

rtise

7. C

omm

unica

tion

ofse

rvice

cha

nges

8. Im

plem

enta

tion

ofse

rvice

cha

nges

9. A

dapt

abilit

y to

your

cha

ngin

gne

eds

10. A

cces

sibilit

y of

the

serv

ice a

nd/o

rse

rvice

pro

vider

s?

11. U

se o

fte

chno

logy

12. L

evel

of c

ourte

sy

13. O

vera

llSa

tisfa

ctio

n

Access Services (33)Financial & Development Office Application Support (78)Human Resource Mgmt System Application Support (60)MAIS Help Desk Support (166)Student Administration Application Support (42)User Comm., Doc. & Training Support (185)


Facilities and Operations Results

Overall, Facilities & Operations customers are satisfied with their experience, with an average overall satisfaction rating of 70 percent

Fifty-one percent of respondents rated a high degree of satisfaction with Facilities & Operations (>7 on a 10 pt scale), while 11 percent indicated strong dissatisfaction (<4 on a 10 pt scale)

Facilities & Operations customers are most satisfied with the service attributes that relate to execution and customer interaction, including: Level of courtesy Functional/technical expertise Attentiveness to customer needs

Service attributes that are less satisfactory include: Adaptability to changing needs Accessibility of the services and/or

service providers Communication of service standards

0% 20% 40% 60% 80% 100%




3. Timeliness







10. Accessibility of the service and/or service providers




7.15

6.99

6.95

6.97

6.83

7.42

6.91

6.86

6.62

6.75

7.05

7.80

7.02

Mean


Facilities and Operations Results continued

Accept for the service attribute of Functional/technical Expertise the mean service attribute scores have a high degree of variability across F&O core services.

Accept for the service attribute of Functional/technical Expertise the mean service attribute scores have a high degree of variability across F&O core services.

5.5

6.0

6.5

7.0

7.5

8.0

8.5

9.0

9.5

1. A

ttent

ivene

ss

2. U

nder

stan

ding

of

cust

omer

nee

ds

3. T

imel

ines

s

4. T

he e

xpla

natio

n of

Uni

vers

ity p

olici

esan

d pr

oced

ures

5. C

omm

unica

tion

serv

ice s

tand

ards

6. F

unct

iona

l/tec

hnica

lex

perti

se

7. C

omm

unica

tion

ofse

rvice

cha

nges

8. Im

plem

enta

tion

ofse

rvice

cha

nges

9. A

dapt

abilit

y to

you

rch

angi

ng n

eeds

10. A

cces

sibilit

y of

the

serv

ice a

nd/o

rse

rvice

pro

vider

s

11. U

se o

f tec

hnol

ogy

12. L

evel

of c

ourte

sy

13. O

vera

llSa

tisfa

ctio

n

Custodial (83) Facility Maintenance (160)Laboratory Related Safety and Envir. Services (50) Major Construction Activity (11)Parking Services (260) Public Safety and Security (58)Renovation Services (98) University Grounds (67)University Transportation Services (93)

1

1 Results should be interpreted cautiously due to small sample size.


Service Attribute Survey Question

1. Attentive to customer needs (listens) 1. How satisfied are you with the attentiveness of the service providers to your needs?

2. Understands customers’ needs 2. How satisfied are you with the level at which the service providers understand your needs?

3. Responds in a timely manner to customer requests/questions 3. How satisfied are you with the timeliness of the service providers in responding to your requests and/or questions?

4. Understands and explains University policies and procedures 4. Please indicate your level of satisfaction with the explanation of University policies and procedures by the service providers.

5. Communicates service standards 5. Please indicate your level of satisfaction with the communication of the service standards (i.e., expectations and scope of services) by the service providers.

6. Demonstrates functional/technical expertise 6. How satisfied are you with the functional/technical expertise demonstrated by the service providers?

7. Communicates service change effectively 7. Please indicate your level of satisfaction with the communication of service changes by the service providers.

8. Implements service change effectively 8. Please indicate your level of satisfaction with the implementation of service changes by the service providers.

9. Adapts to changing customer needs 9. How satisfied are you with the adaptability of service providers to your changing needs?

10. Easily accessible 10. How satisfied are you with the accessibility of this service and/or service providers?

11. Leverages technology to improve service 11. Please indicate your level of satisfaction with the use of technology by this service and/or service providers to meet your needs.

12. Provides friendly and courteous service 12. How satisfied are you with the level of courtesy of the service providers?

Goal: 5% increase in overall B&F satisfaction from 7.5-7.9 Targeted Service Attributes marked with


Customer Survey Task Team

Further analyzed results Interviewed exemplar units; interviewed lowest scoring units; summarized

customer survey comments; compared results, quantified lessons learned Themes: (See attached)

– Responsiveness– Competencies and Decision Making– Service Levels and Staffing– Communication Skills– Responsibility– Understanding and adapting to customers

Consulted an advisory group Hold Focus Groups for “deeper dive” information (allow participants to self-select) Distribute customer survey results both in face-to-face meetings as well as via

email


Customer Survey Results: Milestones

Results rolled out to B&F leadership – Fall 2005

Goals and Targets set – Fall 2005

Customer Survey Task Team convened (October-December, 2005)

B&F Units developing plans– due March 28, 2006

Hold Focus Groups for selected Business and Finance units Parking, Transportation, Accounting Services, Work Connections, HRD,

Compensation and Classification, Facilities Maintenance, Custodial Services (Building Services)

Focus groups planned for March 6-17 (WATCH FOR EMAIL INVITATION)

Resurvey customers - March, 2007; hold units accountable for improvement


Questions or follow up?

Contact Debbie Talley at [email protected]

Send email to the B&F Customer Survey Committee

[email protected]

See more detail on Business and Finance Customer Survey website

http://www.umich.edu/~busfin/customersurveyresults.htm

customer survey results presentation to unit liaisons february 22, 2006 business & finance...

Documents