Page: Customer Satisfaction Survey Fall 2004
| 1. Please rate your level of satisfaction with the customer service you received from the following areas: |
|---|
| | answered question | 75 |
|---|
| skipped question | 4 |
|---|
| | Not Applicable | Very Dissatisfied | Dissatisfied | Satisfied | Very Satisfied | Rating
Count |
|---|
| Admissions | 39.2% (29) | 8.1% (6) | 9.5% (7) | 37.8% (28) | 5.4% (4) | 74 |
| Academic Advising | 51.4% (38) | 9.5% (7) | 16.2% (12) | 23.0% (17) | 0.0% (0) | 74 |
| Academic Affairs | 21.6% (16) | 2.7% (2) | 5.4% (4) | 54.1% (40) | 16.2% (12) | 74 |
| Academic Computing | 37.3% (28) | 2.7% (2) | 9.3% (7) | 41.3% (31) | 9.3% (7) | 75 |
| Accounting | 28.8% (21) | 8.2% (6) | 17.8% (13) | 42.5% (31) | 2.7% (2) | 73 |
| Alumni Affairs | 61.1% (44) | 4.2% (3) | 9.7% (7) | 23.6% (17) | 1.4% (1) | 72 |
| Aramark Dining Services | 15.3% (11) | 12.5% (9) | 18.1% (13) | 44.4% (32) | 9.7% (7) | 72 |
| Athletics | 42.9% (30) | 2.9% (2) | 10.0% (7) | 41.4% (29) | 2.9% (2) | 70 |
| Bookstore-Follette | 16.2% (12) | 5.4% (4) | 21.6% (16) | 48.6% (36) | 8.1% (6) | 74 |
| Budget & Planning | 31.0% (22) | 16.9% (12) | 25.4% (18) | 22.5% (16) | 4.2% (3) | 71 |
| Bursar’s Office | 19.7% (14) | 4.2% (3) | 11.3% (8) | 52.1% (37) | 12.7% (9) | 71 |
| Career Counseling & Placement | 47.8% (33) | 7.2% (5) | 10.1% (7) | 29.0% (20) | 5.8% (4) | 69 |
| CITLA | 33.8% (23) | 2.9% (2) | 8.8% (6) | 36.8% (25) | 19.1% (13) | 68 |
| Computer & Information Services | 11.4% (8) | 8.6% (6) | 14.3% (10) | 42.9% (30) | 22.9% (16) | 70 |
| Communication Skills Center | 42.3% (30) | 1.4% (1) | 1.4% (1) | 32.4% (23) | 22.5% (16) | 71 |
| Continuing & Distributed Education | 50.7% (35) | 2.9% (2) | 2.9% (2) | 29.0% (20) | 14.5% (10) | 69 |
| Disability Resource Center | 58.0% (40) | 1.4% (1) | 7.2% (5) | 31.9% (22) | 2.9% (2) | 69 |
| Facilities Services | 9.9% (7) | 14.1% (10) | 25.4% (18) | 47.9% (34) | 4.2% (3) | 71 |
| Faculty Advising | 54.3% (38) | 5.7% (4) | 17.1% (12) | 20.0% (14) | 2.9% (2) | 70 |
| Faculty Senate | 60.3% (41) | 1.5% (1) | 5.9% (4) | 30.9% (21) | 1.5% (1) | 68 |
| Finance & Administration | 25.8% (17) | 13.6% (9) | 28.8% (19) | 27.3% (18) | 4.5% (3) | 66 |
| Finance & Collections | 47.1% (33) | 7.1% (5) | 11.4% (8) | 32.9% (23) | 1.4% (1) | 70 |
| Financial Aid | 40.0% (28) | 10.0% (7) | 18.6% (13) | 28.6% (20) | 2.9% (2) | 70 |
| First-Year Experience | 50.7% (36) | 8.5% (6) | 9.9% (7) | 26.8% (19) | 4.2% (3) | 71 |
| FRIENDS Program (non-traditional students) | 71.4% (50) | 2.9% (2) | 1.4% (1) | 20.0% (14) | 4.3% (3) | 70 |
| Health Services | 55.1% (38) | 2.9% (2) | 5.8% (4) | 29.0% (20) | 7.2% (5) | 69 |
| Human Resources | 18.8% (13) | 11.6% (8) | 20.3% (14) | 39.1% (27) | 11.6% (8) | 69 |
| Institutional Research & Effectiveness | 34.8% (24) | 13.0% (9) | 13.0% (9) | 36.2% (25) | 4.3% (3) | 69 |
| Internal Audit | 56.7% (38) | 6.0% (4) | 9.0% (6) | 26.9% (18) | 1.5% (1) | 67 |
| Mailroom | 14.5% (10) | 4.3% (3) | 7.2% (5) | 55.1% (38) | 18.8% (13) | 69 |
| Payroll | 8.5% (6) | 8.5% (6) | 4.2% (3) | 66.2% (47) | 12.7% (9) | 71 |
| Peers Empowering Peers | 61.4% (43) | 4.3% (3) | 2.9% (2) | 22.9% (16) | 8.6% (6) | 70 |
| President’s Office | 21.4% (15) | 4.3% (3) | 7.1% (5) | 51.4% (36) | 15.7% (11) | 70 |
| Public Relations | 15.9% (11) | 4.3% (3) | 23.2% (16) | 50.7% (35) | 7.2% (5) | 69 |
| Purchasing | 27.7% (18) | 12.3% (8) | 12.3% (8) | 36.9% (24) | 10.8% (7) | 65 |
| Records, Policy & Legal Services | 34.3% (23) | 6.0% (4) | 17.9% (12) | 32.8% (22) | 9.0% (6) | 67 |
| Registrar’s Office | 26.1% (18) | 5.8% (4) | 13.0% (9) | 39.1% (27) | 15.9% (11) | 69 |
| Residence Life | 58.0% (40) | 7.2% (5) | 7.2% (5) | 27.5% (19) | 0.0% (0) | 69 |
| Staff Council | 39.7% (27) | 2.9% (2) | 16.2% (11) | 39.7% (27) | 2.9% (2) | 68 |
| Student Affairs | 43.5% (30) | 2.9% (2) | 5.8% (4) | 44.9% (31) | 2.9% (2) | 69 |
| Student Government Association (SGA) | 55.7% (39) | 8.6% (6) | 5.7% (4) | 25.7% (18) | 4.3% (3) | 70 |
| Telecommunications | 24.6% (17) | 1.4% (1) | 10.1% (7) | 46.4% (32) | 17.4% (12) | 69 |
| Testing | 50.7% (35) | 7.2% (5) | 1.4% (1) | 34.8% (24) | 5.8% (4) | 69 |
| University Advancement | 44.9% (31) | 7.2% (5) | 15.9% (11) | 27.5% (19) | 4.3% (3) | 69 |
| University Police | 8.8% (6) | 16.2% (11) | 25.0% (17) | 47.1% (32) | 2.9% (2) | 68 |
| Warehouse | 21.7% (15) | 1.4% (1) | 7.2% (5) | 56.5% (39) | 13.0% (9) | 69 |
| 2. How often do you use the services provided by each area? |
|---|
| | answered question | 72 |
|---|
| skipped question | 7 |
|---|
| | Never | Daily | Weekly | Monthly | Yearly | Rating
Count |
|---|
| Admissions | 51.4% (36) | 2.9% (2) | 17.1% (12) | 10.0% (7) | 20.0% (14) | 70 |
| Academic Advising | 61.2% (41) | 1.5% (1) | 11.9% (8) | 14.9% (10) | 10.4% (7) | 67 |
| Academic Affairs | 29.0% (20) | 13.0% (9) | 29.0% (20) | 15.9% (11) | 13.0% (9) | 69 |
| Academic Computing | 53.8% (35) | 10.8% (7) | 15.4% (10) | 13.8% (9) | 6.2% (4) | 65 |
| Accounting | 39.4% (26) | 18.2% (12) | 18.2% (12) | 22.7% (15) | 1.5% (1) | 66 |
| Alumni Affairs | 73.8% (48) | 1.5% (1) | 0.0% (0) | 10.8% (7) | 13.8% (9) | 65 |
| Aramark Dining Services | 9.0% (6) | 22.4% (15) | 38.8% (26) | 26.9% (18) | 3.0% (2) | 67 |
| Athletics | 59.1% (39) | 10.6% (7) | 10.6% (7) | 16.7% (11) | 3.0% (2) | 66 |
| Bookstore-Follette | 15.7% (11) | 5.7% (4) | 15.7% (11) | 42.9% (30) | 21.4% (15) | 70 |
| Budget & Planning | 42.4% (28) | 13.6% (9) | 13.6% (9) | 22.7% (15) | 7.6% (5) | 66 |
| Bursar’s Office | 30.4% (21) | 8.7% (6) | 14.5% (10) | 30.4% (21) | 17.4% (12) | 69 |
| Career Counseling & Placement | 65.2% (43) | 1.5% (1) | 3.0% (2) | 21.2% (14) | 9.1% (6) | 66 |
| CITLA | 43.1% (28) | 7.7% (5) | 9.2% (6) | 27.7% (18) | 12.3% (8) | 65 |
| Computer & Information Services | 11.6% (8) | 36.2% (25) | 20.3% (14) | 27.5% (19) | 4.3% (3) | 69 |
| Communication Skills Center | 55.9% (38) | 7.4% (5) | 10.3% (7) | 19.1% (13) | 8.8% (6) | 68 |
| Continuing & Distributed Education | 63.6% (42) | 10.6% (7) | 6.1% (4) | 12.1% (8) | 7.6% (5) | 66 |
| Disability Resource Center | 76.9% (50) | 3.1% (2) | 3.1% (2) | 12.3% (8) | 4.6% (3) | 65 |
| Facilities Services | 24.6% (16) | 32.3% (21) | 12.3% (8) | 23.1% (15) | 7.7% (5) | 65 |
| Faculty Advising | 69.8% (44) | 4.8% (3) | 9.5% (6) | 11.1% (7) | 4.8% (3) | 63 |
| Faculty Senate | 76.2% (48) | 1.6% (1) | 4.8% (3) | 9.5% (6) | 7.9% (5) | 63 |
| Finance & Administration | 36.1% (22) | 13.1% (8) | 13.1% (8) | 29.5% (18) | 9.8% (6) | 61 |
| Finance & Collections | 59.1% (39) | 4.5% (3) | 7.6% (5) | 18.2% (12) | 12.1% (8) | 66 |
| Financial Aid | 48.5% (32) | 6.1% (4) | 12.1% (8) | 22.7% (15) | 13.6% (9) | 66 |
| First-Year Experience | 63.1% (41) | 3.1% (2) | 10.8% (7) | 7.7% (5) | 15.4% (10) | 65 |
| FRIENDS Program (non-traditional students) | 81.3% (52) | 1.6% (1) | 9.4% (6) | 6.3% (4) | 1.6% (1) | 64 |
| Health Services | 63.5% (40) | 1.6% (1) | 3.2% (2) | 15.9% (10) | 15.9% (10) | 63 |
| Human Resources | 26.2% (17) | 9.2% (6) | 20.0% (13) | 27.7% (18) | 16.9% (11) | 65 |
| Institutional Research & Effectiveness | 50.8% (33) | 1.5% (1) | 7.7% (5) | 24.6% (16) | 15.4% (10) | 65 |
| Internal Audit | 66.2% (43) | 1.5% (1) | 7.7% (5) | 12.3% (8) | 12.3% (8) | 65 |
| Mailroom | 18.5% (12) | 52.3% (34) | 18.5% (12) | 9.2% (6) | 1.5% (1) | 65 |
| Payroll | 20.9% (14) | 3.0% (2) | 29.9% (20) | 41.8% (28) | 4.5% (3) | 67 |
| Peers Empowering Peers | 78.5% (51) | 3.1% (2) | 10.8% (7) | 7.7% (5) | 0.0% (0) | 65 |
| President’s Office | 40.3% (27) | 6.0% (4) | 14.9% (10) | 26.9% (18) | 11.9% (8) | 67 |
| Public Relations | 28.8% (19) | 27.3% (18) | 12.1% (8) | 27.3% (18) | 6.1% (4) | 66 |
| Purchasing | 30.3% (20) | 12.1% (8) | 22.7% (15) | 24.2% (16) | 10.6% (7) | 66 |
| Records, Policy & Legal Services | 56.1% (37) | 3.0% (2) | 3.0% (2) | 24.2% (16) | 15.2% (10) | 66 |
| Registrar’s Office | 34.3% (23) | 11.9% (8) | 14.9% (10) | 25.4% (17) | 13.4% (9) | 67 |
| Residence Life | 69.7% (46) | 4.5% (3) | 9.1% (6) | 10.6% (7) | 6.1% (4) | 66 |
| Staff Council | 65.2% (43) | 3.0% (2) | 1.5% (1) | 21.2% (14) | 9.1% (6) | 66 |
| Student Affairs | 56.3% (36) | 3.1% (2) | 12.5% (8) | 21.9% (14) | 6.3% (4) | 64 |
| Student Government Association (SGA) | 70.8% (46) | 3.1% (2) | 1.5% (1) | 20.0% (13) | 4.6% (3) | 65 |
| Telecommunications | 40.0% (26) | 24.6% (16) | 7.7% (5) | 18.5% (12) | 9.2% (6) | 65 |
| Testing | 62.1% (41) | 3.0% (2) | 0.0% (0) | 24.2% (16) | 12.1% (8) | 66 |
| University Advancement | 63.6% (42) | 1.5% (1) | 9.1% (6) | 10.6% (7) | 16.7% (11) | 66 |
| University Police | 22.4% (15) | 17.9% (12) | 20.9% (14) | 26.9% (18) | 11.9% (8) | 67 |
| Warehouse | 36.9% (24) | 6.2% (4) | 21.5% (14) | 32.3% (21) | 3.1% (2) | 65 |
| 3. What form of contact do you use most often when contacting the following areas? |
|---|
| | answered question | 67 |
|---|
| skipped question | 12 |
|---|
| | No contact | Form | Telephone | Fax | E-mail | In person | Rating
Count |
|---|
| Admissions | 37.5% (24) | 1.6% (1) | 29.7% (19) | 1.6% (1) | 12.5% (8) | 34.4% (22) | 64 |
| Academic Advising | 61.9% (39) | 1.6% (1) | 20.6% (13) | 0.0% (0) | 6.3% (4) | 17.5% (11) | 63 |
| Academic Affairs | 29.0% (18) | 4.8% (3) | 43.5% (27) | 0.0% (0) | 22.6% (14) | 35.5% (22) | 62 |
| Academic Computing | 58.1% (36) | 1.6% (1) | 24.2% (15) | 0.0% (0) | 11.3% (7) | 16.1% (10) | 62 |
| Accounting | 37.1% (23) | 11.3% (7) | 37.1% (23) | 6.5% (4) | 22.6% (14) | 29.0% (18) | 62 |
| Alumni Affairs | 72.6% (45) | 0.0% (0) | 9.7% (6) | 0.0% (0) | 11.3% (7) | 9.7% (6) | 62 |
| Aramark Dining Services | 12.9% (8) | 0.0% (0) | 16.1% (10) | 3.2% (2) | 4.8% (3) | 77.4% (48) | 62 |
| Athletics | 54.8% (34) | 3.2% (2) | 17.7% (11) | 3.2% (2) | 9.7% (6) | 22.6% (14) | 62 |
| Bookstore-Follette | 14.3% (9) | 1.6% (1) | 9.5% (6) | 1.6% (1) | 4.8% (3) | 76.2% (48) | 63 |
| Budget & Planning | 41.9% (26) | 12.9% (8) | 32.3% (20) | 3.2% (2) | 19.4% (12) | 29.0% (18) | 62 |
| Bursar’s Office | 19.7% (12) | 3.3% (2) | 16.4% (10) | 0.0% (0) | 6.6% (4) | 68.9% (42) | 61 |
| Career Counseling & Placement | 57.4% (35) | 0.0% (0) | 21.3% (13) | 0.0% (0) | 9.8% (6) | 19.7% (12) | 61 |
| CITLA | 41.5% (27) | 1.5% (1) | 24.6% (16) | 0.0% (0) | 16.9% (11) | 44.6% (29) | 65 |
| Computer & Information Services | 14.8% (9) | 8.2% (5) | 62.3% (38) | 3.3% (2) | 23.0% (14) | 42.6% (26) | 61 |
| Communication Skills Center | 49.2% (30) | 0.0% (0) | 11.5% (7) | 0.0% (0) | 6.6% (4) | 42.6% (26) | 61 |
| Continuing & Distributed Education | 54.8% (34) | 0.0% (0) | 25.8% (16) | 0.0% (0) | 12.9% (8) | 29.0% (18) | 62 |
| Disability Resource Center | 66.7% (42) | 0.0% (0) | 12.7% (8) | 0.0% (0) | 11.1% (7) | 17.5% (11) | 63 |
| Facilities Services | 26.2% (16) | 16.4% (10) | 42.6% (26) | 4.9% (3) | 18.0% (11) | 44.3% (27) | 61 |
| Faculty Advising | 73.3% (44) | 1.7% (1) | 8.3% (5) | 0.0% (0) | 6.7% (4) | 16.7% (10) | 60 |
| Faculty Senate | 77.4% (48) | 3.2% (2) | 3.2% (2) | 0.0% (0) | 9.7% (6) | 12.9% (8) | 62 |
| Finance & Administration | 38.7% (24) | 11.3% (7) | 30.6% (19) | 1.6% (1) | 19.4% (12) | 25.8% (16) | 62 |
| Finance & Collections | 53.2% (33) | 1.6% (1) | 17.7% (11) | 0.0% (0) | 9.7% (6) | 32.3% (20) | 62 |
| Financial Aid | 40.0% (24) | 5.0% (3) | 20.0% (12) | 1.7% (1) | 13.3% (8) | 41.7% (25) | 60 |
| First-Year Experience | 62.3% (38) | 0.0% (0) | 13.1% (8) | 1.6% (1) | 11.5% (7) | 24.6% (15) | 61 |
| FRIENDS Program (non-traditional students) | 74.6% (47) | 0.0% (0) | 4.8% (3) | 0.0% (0) | 9.5% (6) | 19.0% (12) | 63 |
| Health Services | 55.7% (34) | 0.0% (0) | 14.8% (9) | 0.0% (0) | 4.9% (3) | 27.9% (17) | 61 |
| Human Resources | 31.1% (19) | 13.1% (8) | 39.3% (24) | 4.9% (3) | 23.0% (14) | 47.5% (29) | 61 |
| Institutional Research & Effectiveness | 52.5% (32) | 6.6% (4) | 19.7% (12) | 0.0% (0) | 14.8% (9) | 19.7% (12) | 61 |
| Internal Audit | 67.2% (41) | 0.0% (0) | 13.1% (8) | 0.0% (0) | 9.8% (6) | 16.4% (10) | 61 |
| Mailroom | 26.2% (16) | 1.6% (1) | 14.8% (9) | 0.0% (0) | 4.9% (3) | 63.9% (39) | 61 |
| Payroll | 26.7% (16) | 13.3% (8) | 35.0% (21) | 1.7% (1) | 13.3% (8) | 43.3% (26) | 60 |
| Peers Empowering Peers | 72.6% (45) | 1.6% (1) | 9.7% (6) | 1.6% (1) | 8.1% (5) | 21.0% (13) | 62 |
| President’s Office | 35.5% (22) | 6.5% (4) | 37.1% (23) | 1.6% (1) | 16.1% (10) | 38.7% (24) | 62 |
| Public Relations | 30.6% (19) | 0.0% (0) | 30.6% (19) | 4.8% (3) | 43.5% (27) | 19.4% (12) | 62 |
| Purchasing | 35.0% (21) | 15.0% (9) | 45.0% (27) | 11.7% (7) | 21.7% (13) | 35.0% (21) | 60 |
| Records, Policy & Legal Services | 50.0% (31) | 4.8% (3) | 22.6% (14) | 0.0% (0) | 16.1% (10) | 12.9% (8) | 62 |
| Registrar’s Office | 26.2% (16) | 8.2% (5) | 31.1% (19) | 6.6% (4) | 18.0% (11) | 47.5% (29) | 61 |
| Residence Life | 54.1% (33) | 4.9% (3) | 18.0% (11) | 0.0% (0) | 8.2% (5) | 26.2% (16) | 61 |
| Staff Council | 62.3% (38) | 3.3% (2) | 11.5% (7) | 1.6% (1) | 13.1% (8) | 23.0% (14) | 61 |
| Student Affairs | 53.3% (32) | 1.7% (1) | 21.7% (13) | 3.3% (2) | 15.0% (9) | 26.7% (16) | 60 |
| Student Government Association (SGA) | 62.9% (39) | 0.0% (0) | 11.3% (7) | 0.0% (0) | 9.7% (6) | 25.8% (16) | 62 |
| Telecommunications | 37.1% (23) | 6.5% (4) | 38.7% (24) | 4.8% (3) | 24.2% (15) | 21.0% (13) | 62 |
| Testing | 53.2% (33) | 0.0% (0) | 21.0% (13) | 3.2% (2) | 16.1% (10) | 24.2% (15) | 62 |
| University Advancement | 56.7% (34) | 5.0% (3) | 20.0% (12) | 0.0% (0) | 15.0% (9) | 13.3% (8) | 60 |
| University Police | 16.1% (10) | 4.8% (3) | 38.7% (24) | 8.1% (5) | 11.3% (7) | 64.5% (40) | 62 |
| Warehouse | 37.7% (23) | 11.5% (7) | 32.8% (20) | 3.3% (2) | 9.8% (6) | 44.3% (27) | 61 |
| 4. Please share any CONSTRUCTIVE changes or improvements that are needed to improve your overall satisfaction: |
|---|
| | answered question | 30 |
|---|
| skipped question | 49 |
|---|
| | Response
Count |
|---|
| [ShowReplies] | 30 |
Page: Customer Satisfaction Survey Fall 2004 - Demographics
| 5. Status: |
|---|
| | answered question | 77 |
|---|
| skipped question | 2 |
|---|
| | Response
Percent | Response
Count |
|---|
| Staff | | 54.5% | 42 |
| Administrator | | 7.8% | 6 |
| Cabinet-member | | 0.0% | 0 |
| Faculty | | 20.8% | 16 |
| Chairperson | | 0.0% | 0 |
| Dean | | 1.3% | 1 |
| Full-time student | | 18.2% | 14 |
| Part-time student | | 1.3% | 1 |
| 6. If you are a student, what is your classification? |
|---|
| | answered question | 18 |
|---|
| skipped question | 61 |
|---|
| | Response
Percent | Response
Count |
|---|
| Freshman | | 16.7% | 3 |
| Sophomore | | 22.2% | 4 |
| Junior | | 22.2% | 4 |
| Senior | | 22.2% | 4 |
| Graduate student | | 16.7% | 3 |
| 7. If you are an employee, which area do you work for? |
|---|
| | answered question | 57 |
|---|
| skipped question | 22 |
|---|
| | Response
Percent | Response
Count |
|---|
| Academic Affairs | | 63.2% | 36 |
| Athletics | | 3.5% | 2 |
| Finance | | 28.1% | 16 |
| President's Office | | 1.8% | 1 |
| Student Affairs | | 1.8% | 1 |
| University Advancement | | 1.8% | 1 |
| 8. If you are an employee, how long have you been with the Unviersity? |
|---|
| | answered question | 63 |
|---|
| skipped question | 16 |
|---|
| | Response
Percent | Response
Count |
|---|
| 1-5 years | | 34.9% | 22 |
| 6-10 years | | 28.6% | 18 |
| 11-15 years | | 6.3% | 4 |
| 16-20 years | | 12.7% | 8 |
| 21 or more years | | 17.5% | 11 |