Personally Serving You-
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How was our service?

The customer satisfaction survey was distributed on October 15, 2004 and generated 16 complete responses and 6 partial responses. Ninety-three percent of the respondents were staff with length of service ranging from 1 year to 25 years. 63% of the respondents contact the Budget Office on a monthly basis primarily by telephone or email. Most of the respondents had contacted the Budget Office within the last month of answering the survey. The information the respondents needed was evenly distributed between general information, procedures, and reports.

Eighty-seven percent of the responses indicated they received the service needed in a satisfactory manner. Fifty-five percent rated the level of service as excellent, 33% as good. When asked how they would rate the level of service in the last 3 years, 60% rated it as excellent, 33% as good. The level of service met expectations for 73% of the respondents, and exceeded expectations for 36%. The Office rated an excellent on the characteristics of timeliness of service, user friendly service, and follow up. The service provided by the staff person was rated excellent in all categories. Training was the lowest rated category with 60% rating training as excellent, 33% as good.

The Budget Services website is used often - 87% of the respondents had used the website in the last 3 months mainly for reports and forms. The ease of using the website was rated as good.

Improvements recommended by the respondents included:

1. more extensive training for the general budget process, agency account management, and calculating EFT
2. additional help for the staff person
3. changes to the web financials for agency accounts.

Plans for improvement include:

1. Smaller and more departmentally individualized training sessions are planned in order to obtain the level of support needed for the individual unit.
2. The director of Budget Services will share the workload of the office during times of heavy service requirements so that the level of service stays at a high level when it is most needed by the institution.
3. The web site will be enhanced to provide as much information as possible within the constraints of the PeopleSoft system.