2017 - CSUSan Marcos Customer SaƟsfacƟon Survey Financial Systems OperaƟons Strongly Agree Agree Neutral Disagree Strongly Disagree 45% 34% 21% 65 respondents Provides EffecƟve Advice Facilitates ProblemResoluƟon EffecƟvely Uses Websites, Online DocumentaƟon Responds to Requests Within an Acceptable Time InfluenƟal Strengths Understands My Needs and Requirements Moving in a PosiƟve DirecƟon Primary OpportuniƟes Thinking of your OVERALL experience with this department, how would you rate your saƟsfacƟon with it during the past 12 months in meeƟng your or your department's needs? Overall SaƟsfacƟon 4.24 mean FSOmaintains the university’s financial system, CFS PeopleSoŌ Finance, and provides assistance to those using the system. # QuesƟon 2017 1 Thinking of your OVERALL experience with Financial Systems OperaƟons, howwould you rate your saƟsfacƟon with it during the past 12 months? 2 Understands my needs and requirements 3 Accessible to customers (via phone, voicemail, e-mail, etc.) 4 Responsive to requests or problems within an acceptable Ɵme 5 Provides effecƟve advice, support, and guidance 6 Facilitates problemresoluƟon 7 Knowledgeable staff 8 Helpful staff 9 EffecƟvely uses websites and systems to provide access to Financial Systems OperaƟons informaƟon and services 10 Moving in a posiƟve direcƟon to beƩer meet my needs 4.24 4.17 4.34 4.33 4.34 4.33 4.32 4.46 4.32 4.28 Mean ScoresBelow3.0 - Low| 3.0 to 3.5 - Marginal | 3.6 to 4.2 - Good | 4.3 &above - Excellent Survey conducted by OrganizaƟonal Performance Assessments OperaƟonal Strategic IniƟaƟves, UC San Diego PAGE 1 • • • • • • • • Annual CSUSMCustomer SaƟsfacƟon Survey Survey Period: Feb. 6 to Feb. 27, 2017 Twenty-three (23) departments across campus parƟcipated 21,622 - 952 staff, 844 faculty, and 19,826 students were invited to take the survey 2,867 (13%) total responded. Staff - 431, Faculty - 166, Student - 2270 10 standard saƟsfacƟon quesƟons + 1 NPS (opƟonal)+ up to 3 supplemental quesƟons were asked in each survey department VerbaƟmcomments: 2 standard (Like best, Improve) plus up to 2 burning quesƟons for each department Contact us at [email protected] if you have any quesƟons about this report or would like addiƟonal in-depth analysis of your survey data. Background
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2017 - CSU San Marcos Customer Sasfacon SurveyFinancial Systems Operaons
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
45%
34%
21%
65respondents
Provides Effecve AdviceFacilitates Problem ResoluonEffecvely Uses Websites, Online DocumentaonResponds to Requests Within an Acceptable Time
Influenal Strengths
Understands My Needs and RequirementsMoving in a Posive Direcon
Primary OpportuniesThinking of your OVERALL experience with this department, howwould you rate your sasfacon with it during the past 12 months inmeeng your or your department's needs?
Overall Sasfacon
4.24mean
FSO maintains the university’s financial system, CFS PeopleSo Finance, and provides assistance to those using the system.
# Queson 2017
1 Thinking of your OVERALL experience with Financial Systems Operaons, how would you rate your sasfacon with it during the past 12 months?
2 Understands my needs and requirements
3 Accessible to customers (via phone, voicemail, e-mail, etc.)
4 Responsive to requests or problems within an acceptable me
5 Provides effecve advice, support, and guidance
6 Facilitates problem resoluon
7 Knowledgeable staff
8 Helpful staff
9 Effecvely uses websites and systems to provide access to Financial Systems Operaons informaon and services
10 Moving in a posive direcon to beer meet my needs
4.24
4.17
4.34
4.33
4.34
4.33
4.32
4.46
4.32
4.28
Mean Scores Below 3.0 - Low | 3.0 to 3.5 - Marginal | 3.6 to 4.2 - Good | 4.3 & above - Excellent
Survey conducted by Organizaonal Performance AssessmentsOperaonal Strategic Iniaves, UC San Diego
PAGE1
••••••••
Annual CSUSM Customer Sasfacon SurveySurvey Period: Feb. 6 to Feb. 27, 2017Twenty-three (23) departments across campus parcipated21,622 - 952 staff, 844 faculty, and 19,826 students were invited to take the survey2,867 (13%) total responded. Staff - 431, Faculty - 166, Student - 227010 standard sasfacon quesons + 1 NPS (oponal)+ up to 3 supplemental quesons were asked in each survey departmentVerbam comments: 2 standard (Like best, Improve) plus up to 2 burning quesons for each departmentContact us at [email protected] if you have any quesons about this report or would like addional in-depth analysis of your survey data.
Background
2017 - CSU San Marcos Customer Sasfacon SurveyFinancial Systems Operaons
52 NPSBelow 0 - Low | 0-19 - Marginal | 20-49 - Good | 50 & above - Excellent
Net Promoter ScoreThe Customer Sasfacon Survey includes another key item, “How likely is it that you would recommend [the survey unit] to acolleague or friend?” answered on a scale from 0 to 10. The Net Promoter Score is calculated as follows: the percent falling in the lowestsegment (red secon below) is subtracted from the percent falling in the highest segment (blue secon below) to determine the NetPromoter (NPS) score.
Detractors Passives Promoters6543210 87 109
54%29
13%7
15%8
4%2
4%2
6%3
4%2
2%1
About NPSThe Net Promoter Score (NPS) is widely used in business to determine growth potenal [1]. Different types of customers can haveposive or negave effects on the success of the survey unit. The NPS idenfies them as follows:
PromotersScore 9-10 on the Recommend queson. These are sasfied and enthusiasc customers.
DetractorsScore 0-6 on the Recommend queson. These are dissasfied customers who will not promote or recommend the survey unit at all andmay provide negave informaon to others.
PassivesScore in the neutral secons of the Recommend queson (7-8). These are neutral customers, who, while perhaps sasfied, are likely todo nothing to acvely contribute to the success of the survey unit.
The NPS score can potenally range from +100, where all customers are Promoters, to -100, where all customers are Detractors.Evaluaon of the NPS is based on the following scale:
Below 0 – LOW0 to 19 – MARGINAL20 TO 49 – GOOD50 & above - EXCELLENT
The cut-off points were developed by examining the total distribuon of NPS scores from over 150 work units rated by almost 7,000total customers from four Universies parcipang in customer surveys. Along with Overall Sasfacon and unit Strengths andOpportunies, the NPS provides an externally-validated benchmark to help track progress over the course of future evaluaons.
[1] Reichheld, Frederick F. (December 2003). "One Number You Need to Grow". Harvard Business Review.
Survey conducted by Organizaonal Performance AssessmentsOperaonal Strategic Iniaves, UC San Diego
PAGE1
NPS is the % of detractors subtracted from the % of promoters
66.7% - 14.8% = 52
2017 - CSU San Marcos Customer Sasfacon SurveyFinancial Systems Operaons
2 Understands my needs and requirements 4.17 0.91
3 Accessible to customers (via phone, voicemail, e-mail, etc.) 4.34 0.82
4 Responsive to requests or problems within an acceptable me 4.33 0.88
5 Provides effecve advice, support, and guidance 4.34 0.92
6 Facilitates problem resoluon 4.33 0.92
7 Knowledgeable staff 4.32 0.82
8 Helpful staff 4.46 0.78
9 Effecvely uses websites and systems to provide access to Financial Systems Operaons informaon and services 4.32 0.89
10 Moving in a posive direcon to beer meet my needs 4.28 0.93
PO
ST
IS
IS
IS
SO
ST
IS
PO
List of Strengths & Opportunies by Queson ST - Strength | IS - Influenal Strength | PO - Primary Opportunity | SO - Secondary Opportunity # Queson
Strengths (high relave mean score,low correlaon). These are not areasfor aenon this year. They are yourhigh marks, and don’t have a strongrelaonship with increased sasfacon.Put your focus elsewhere.
Influenal Strengths (high relave meanscore, high correlaon). These are areaswhere you score relavely well, and theydrive current sasfacon. Work to maintainthese strengths and keep your eyes openfor low-cost improvement projects.
Secondary Opportunies (low meanscore, low correlaon). These areas arenot strongly related to increasedsasfacon now, but they are sllscoring relavely low; keep an eye onthese areas for the future.
Primary Opportunies (low mean score,high correlaon). These areas where youscored relavely low and are stronglyrelated to customer sasfacon. Focus youraenon here. Make your acon plans withimprovements to these areas in mind.
0.78 0.80 0.82 0.84 0.86 0.88 0.90 0.92Correlaon
4.2
4.3
4.4
Mean
Understands My Needs and Requirements
Accessible to CustomersProvides Effecve Advice
Knowledgeable Staff
Moving in a Posive Direcon
Helpful Staff
Strengths & Opportunies Scaerplot by Queson Understands My Needs and Requirements
Accessible to Customers
Provides Effecve Advice
Knowledgeable Staff
Moving in a Posive Direcon
Facilitates Problem Resoluon
Helpful Staff
Effecvely Uses Websites, Online Documentaon
Responds to Requests Within an Acceptable Time
FSO maintains the university’s financial system, CFS PeopleSo Finance, and provides assistance to those using the system.
Survey conducted by Organizaonal Performance AssessmentsOperaonal Strategic Iniaves, UC San Diego
PAGE2
Strengths Influenal Strengths
Secondary Opportunies Primary Opportunies
Mean Corr Str/Opps
2017 - CSU San Marcos Customer Sasfacon SurveyFinancial Systems Operaons
Survey conducted by Organizaonal Performance AssessmentsOperaonal Strategic Iniaves, UC San Diego
Overall Sasfacon
Understands My Needs
and Requirements
Accessible to Customers
Responds to Requests
Within an Acceptable
Time
Provides Effecve Advice
Facilitates Problem
Resoluon
Knowledgeable Staff
Helpful Staff
Effecvely Uses
Websites, Online
Documentaon
Moving in a Posive
Direcon
Academic Affairs Staff
Auxiliary Staff
Finance & Admin Svcs Staff
Presidents Office Staff
Student Affairs Staff
University Advancement Staff
4.35(17)
4.25
4.30(27)
3.00
3.78(9)
4.75
4.25(16)
4.00
4.35(26)
3.50
3.38(8)
4.75
4.31(16)
4.25
4.50(26)
4.00
3.78(9)
5.00
4.38(16)
4.67
4.44(27)
4.00
3.56(9)
5.00
4.31(16)
4.67
4.41(27)
4.00
3.89(9)
5.00
4.33(15)
4.67
4.41(27)
4.00
3.78(9)
5.00
4.50(16)
4.25
4.36(28)
4.00
3.78(9)
4.75
4.50(16)
4.50
4.57(28)
4.00
3.89(9)
5.00
4.47(15)
4.50
4.40(25)
4.00
3.75(8)
4.50
4.47(15)
4.00
4.37(27)
4.00
3.57(7)
4.50
PAGE4
N not shown when # of responses is less than 5
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