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Staff Shine as ‘Knowledgeable’ and ‘Helpful’

By Dateline Staff on November 14, 2019 in University

Are you satisfied with administrative services? You told the units of Finance, Operations and Administration, the Office of the Chancellor and Provost, Staff Assembly and Academic Unit Shared Services Center how they’re doing and the results are now posted online. The Academic and Staff Satisfaction Survey ratings reveal where services are highly valued, and where opportunities exist to enhance the programs. Interactive graphics showing the results, as well as action plans, are available on the survey website

Two years ago, UC Davis launched a survey tool developed and administered by UC San Diego to collect and analyze confidential data from customers on university administrative services. The units conducting the survey wanted to establish a framework for continually assessing the effectiveness of their services. Here’s what the units have learned from the two surveys that have been conducted.

Second Year Highlights (2019)

  • In all, 423,155 data points were collected from questions and verbatim comments.
  • When matched against other institutions using the same survey tool, five UC Davis service lines were ranked first in class, and another seven services came in second.
  • Questions rated highest overall were those related to Knowledgeable Staff (3.99) and Helpful Staff (4.00).
  • Of the service lines evaluated both years, 15 increased in net promoter score, or the likelihood of someone recommending the service if asked.
  • Of those service lines evaluated twice, responses became more positive on 61 percent of the questions.

First Year Highlights (2018)

  • On a rating scale of 1 to 5, 24 percent of units (10 of 41) scored in the 4.0 range or higher in the first year.
  • When UC San Diego launched their first Customer Satisfaction Survey, there were zero units that received 4.0 or higher.
  • The survey received evaluations from 6,905 respondents in its first year (30%), more than any other college or university that conducts the same survey by more than 2,000 responses.
  • Response rates from other campuses range from 5–30 percent.

The second year of the Academic and Staff Satisfaction Survey also saw an increase in the number of total respondents.

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