Similar to the Activity Analysis Survey, the Voice of the Customer Survey was conducted as part of the University's ongoing efforts to streamline and improve the delivery of administrative services and is one component of a larger data gathering intiative. A sample of the University community representing users of finance, human resources and information technology services were invited to share feedback on how these services perform at the University.
Results from the Voice of the Customer survey were incorporated in to the materials presented during the Collaborative Design Session on May 2, 2018. Review materials listed in the "Resources" section; for more about the Collaborative Design Session and associated work efforts, visit the Administrative Redesign webpage.
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Our University is undertaking several initiatives to streamline and improve delivery of administrative functions. A component of this is to assess the quality of administrative services, from both process and satisfaction viewpoints. The Voice of the Customer survey concerns the latter.
This data helped identify opportunities to improve delivery of finance, human resources and information technology services.
Survey respondents provided opinions on the importance, effectiveness and quality of services received from the finance, human resources and information technology function areas, as well as offered recommendations on opportunities for improvement.
Leadership used responses to help inform organizational planning; results can be seen in materials presented during the Collaborative Design Session.
The survey was available from March 22, 2018, through April 18, 2018. Individuals selected to respond received an invitational email with instructions and a unique link inviting them to complete the online survey.
The survey was shorter than the Activity Analysis survey, and respondents were allowed to take as long as is needed within the survey window to share their feedback.
Select customers of finance, human resources, and information technology services were invited to take the survey.
Individuals were chosen to serve as a representative sample of different types of service ‘customers’ throughout the University. The individuals represented all units across the system, as well as multiple levels of the organization and a range of departments.