Business and Finance Customer Satisfaction Survey ….Moving Forward with the Data - PowerPoint PPT Presentation

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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