Business and Finance Customer Satisfaction Survey .Moving Forward with the Data .


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Business and Finance Customer Satisfaction Survey ….Moving Forward with the Data. October 11, 2007. 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.
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Business and Finance Customer Satisfaction Survey … .Moving Forward with the Data October 11, 2007

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Overview The Business and Finance Customer Satisfaction Survey Committee were accused of rearranging the 2005 B&F client review and the study organization process (e.g. client distinguishing proof, appropriation, results and investigation) while accomplishing a higher interest rate from B&F clients. Review effectively actualized Response rate expanded 79% (6085 finished studies in 2007 contrasted with 3408 finished in 2005) Results dispersed to taking an interest office executives

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Goal 1 Indicators Targets Metrics Strategic Framework: Goal 1 FY08 1. Turned into the University\'s PROVIDER of CHOICE for the UM administrations we offer 2009 Customer Survey targets set (AVP/unit) Related activity plan(s) made and conveyed to fitting AVP staff 1.1 Customer Satisfaction Customer Satisfaction Improvement Process 1.2 Coordination of Customer-affecting activities and upgrades Monthly audit amid CFO Senior Staff gatherings starting in Sept, 2007 "Pop Up" audits of new up and coming activities held amid B&F Forum sessions Review of activities, timetables and client impacts amid CFO Senior Staff gatherings and B&F Forum gatherings to minimize client sway

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Linking Attributes to Strategies 2007 Service Attributes Understands the client\'s needs Understands and clarifies University approaches and methodology Communicates administration principles Demonstrates utilitarian/specialized aptitude Implements administration changes viably Communicates change adequately Easily available Provides neighborly and affable administration Overall fulfillment

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CSA Tool Review/Q&A

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Customer Survey Suggested Next Steps Understand Data Qualitative/Quantitative Perform Analyses Themes/What emerges Deeper Dive Correlations Tools Draw Conclusions/Set Priorities for Focus Set Targets (by June 2008) Develop Strategies Develop Action Plans (by June 2008)

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Achieving Customer Satisfaction Overarching Culture and Values Standards Skills Structure Service System Rewards and Consequences

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B&F Offer to Help Focus Groups Best Practices Networking Additional Explanation of the Reporting Tool Provide client and worker linkages

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