2006 Business Operations Survey

Introduction

A significant part of the Business Transformation Program was the consolidation of 26 service centers into three centralized organizations. This survey was conducted last spring to assess customer satisfaction with service center functions (i.e., handling business transactions of a purchasing, personnel, or accounting-related nature). The intent was to establish baseline levels of expectations and satisfaction, and to compare those levels with new survey data gathered every spring.

The questions that follow ask you to rate the importance of various services (e.g., that urgent matters are handled in one day, that advice is accurate, that online information is easy to access), and your satisfaction of how well those services are currently being provided. The results of this type of survey (often called importance-performance surveys) show the gaps between expectations and performance. This allows staff from the central organizations to quickly gauge their customers’ satisfaction levels, and help determine how best to prioritize improvements to their systems and services.

Results from last year’s survey are posted at http://bas.ucsc.edu/performance. This year’s survey will run through June 30th; results will be posted at that same web address by August 1st. Questions about the survey can be directed to Susan Willats, BAS Office of Planning and Analysis, at x9-3759 (or willats@ucsc.edu).

All responses are anonymous. Your input is critical to the continuous improvement process, and is greatly appreciated.

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