CUSTOMER SERVICE ASSESSMENT

OFFICE OF THE CONTROLLER

GENERAL RATINGS:

Staff Knowledge                    Excellent or Good (89%)

                                               Neutral (7%)

                                               Fair or Poor (1%)

                                               N/A (3%)

Staff Responsiveness              Excellent or Good (85%)

                                               Neutral (7%)

                                               Fair or Poor (5%)

                                               N/A (3%)

Staff Courtesy                                    Excellent or Good (86%)

                                               Neutral (11%)

                                               Fair or Poor (1%)

                                               N/A (2%)

Staff Helpfulness                    Excellent or Good (82%)

                                               Neutral (8%)

                                               Fair or Poor (7%)

                                               N/A (3%)

Staff Accessibility                  Excellent or Good (78%)

                                               Neutral (9%)

                                               Fair or Poor (9%)

                                               N/A (4%)

Staff Confidentiality              Excellent or Good (72%)

                                               Neutral (10%)

                                               Fair or Poor (1%)

                                               Neutral (17%)

How would you rate your overall experience with the services that are provided from the Office of the Controller?              Excellent or Good  91%

The two areas in which we received lower ratings were in Staff Helpfulness and Staff Accessibility.  Of the survey participates, 7% and 9% thought we were doing fair to poor in these areas.  The Office of the Controller is striving to be more helpful to our campus constituents.  We are also implementing procedures to make our staff more accessible.  All staff members have been instructed to include “out of the office” messages on their voice mail when they are gone for an entire day and to include an alternative number if the caller needs immediate assistance.

The following areas also received comments and need improvement: 

Website – Comments included “update website”, keep site up to date with changes”, “hard to find the information you need on the web”, “Need to know who does what”, “list the people and their responsibilities on the website”, “online forms do not include appropriate space or the opportunity to include additional details.”

The Office of the Controller plans to review the website content and make changes as necessary to include the needed information and accessibility to the information.  We also plan to include staff pictures, email and job descriptions on the website.  The forms will be reviewed for modifications.

Training – comments included “staff needs to realize that those of us asking questions don’t have the same level of knowledge”, “training for new staff members”, “rules and regulations are consistently changing…emails are a great way to get the word out, but sometimes you just need to have that in-person contact to get answers to many questions that might arise”, “training should be given quarterly to update everyone on changes in procedures and policy”.

The Office of the Controller is continuously looking at its training opportunities for the campus community.  We hope to have more regularly scheduled training for new staff and as policies and procedures change.