FALL 2017 CUSTOMER SATISFACTION SURVEY RESULTS DIVISION OF BUSINESS & FINANCIAL AFFAIRS

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1 FALL 2017 CUSTOMER SATISFACTION SURVEY RESULTS E X E C U T I V E S U M M A RY DIVISION OF BUSINESS & FINANCIAL AFFAIRS

2 Who We Heard From 340 TOTAL RESPONSES Staff/Faculty Mix 230 Total Year to Year Staff Faculty

3 Who We Heard From Supervisors & Non-supervisors Experience at CSUCI Supervisor 24% > 10 years 29% < 5 years 49% Non-supervisor 76% 5 10 years 22%

4 Overall Performance Q6 - Please rate the OVERALL PERFORMANCE of each of the following Administrative Units (5 for excellent; 1 for needs improvement) Average Performance Rating by Unit Facilities Services 3.61 Financial Services 3.15 Human Resources 3.43 Internal Audit 3.17 Public Safety 4.16 Title IX & Inclusion 4.03 University Auxiliary Services

5 Overall Performance Q6 - Please rate the OVERALL PERFORMANCE of each of the following Administrative Units (5 for excellent; 1 for needs improvement) Facilities Services Financial Services Human Resources Internal Audit* Public Safety Year-to-Year Comparison Title IX & Inclusion* University Auxiliary Services** *Unit not included in previous surveys **Administrative Services scores from 2013 and 2015 used for comparison to UAS score from 2017.

6 Facilities Services Q8 - Please indicate your level of agreement with these statements describing Facilities Services. 3.7% Provides high quality services 10.3% 12.6% 44.4% 29.0% % 12.5% 26.6% 34.2% 21.2% % 19.9% 22.4% 28.9% 18.4% % 17.6% 32.7% 23.0% 18.8% % 1.9% 11.5% 36.4% 47.4% % 15.9% 22.2% 35.8% 18.8% 207

7 Financial Services Q17 - Please indicate your level of agreement with these statements describing Financial Services. Provides high quality services 8.5% 16.3% 24.8% 35.3% 15.0% % 18.3% 28.2% 28.9% 14.8% % 21.3% 30.6% 21.9% 10.0% % 18.7% 35.0% 16.3% 11.4% % 5.1% 13.3% 31.7% 44.9% % 16.2% 22.3% 35.8% 11.5% 148

8 Human Resources Q30 - Please indicate your level of agreement with these statements describing Human Resources. 5.2% Provides high quality services 11.6% 16.9% 34.9% 31.4% % 12.9% 19.0% 31.3% 28.2% % 13.3% 19.1% 33.5% 25.4% % 17.1% 20.2% 26.4% 22.5% % 5.3% 8.3% 29.6% 52.1% % 15.2% 17.0% 30.4% 27.5% 171

9 Internal Audit Q46 - Please indicate your level of agreement with these statements describing Internal Audit. Provides high quality services 19.2% 8.5% 17.0% 31.9% 23.4% % 12.5% 16.7% 29.2% 22.9% % 10.2% 20.4% 24.5% 20.4% % 11.4% 25.0% 20.5% 15.9% % 15.1% 18.9% 22.6% 41.5% % 9.1% 18.2% 25.0% 25.0% 44

10 Public Safety Q51 - Please indicate your level of agreement with these statements describing Public Safety. 2.0% 2.6% 4.6% Provides high quality services 42.9% 48.1% % 0.0% 10.6% 41.6% 43.7% % 3.9% 9.0% 37.8% 45.5% % 5.6% 15.9% 33.3% 41.3% % 0.6% 4.5% 25.0% 68.0% % 2.0% 4.0% 31.3% 60.0% 150

11 Title IX & Inclusion Q59 - Please indicate your level of agreement with these statements describing Title IX and Inclusion. 5.8% 4.8% Provides high quality services 12.5% 35.6% 41.4% % 7.8% 13.6% 29.1% 44.7% % 8.6% 16.2% 31.4% 38.1% % 8.4% 16.9% 30.1% 39.8% % 2.7% 5.5% 30.0% 57.3% % 9.4% 19.8% 26.0% 38.5% 96

12 University Auxiliary Services Q70 - Please indicate your level of agreement with these statements describing University Auxiliary Services 3.0% Provides high quality services 9.8% 14.3% 42.9% 30.1% % 10.7% 29.1% 30.1% 24.3% % 10.3% 24.8% 32.5% 23.9% % 12.5% 24.0% 25.0% 28.9% % 3.2% 7.1% 44.1% 40.2% % 8.4% 24.3% 34.6% 28.0% 107

13 Website Ratings Q78 - Please rate the INFORMATION PROVIDED ON THE WEBSITE of each of the Division of Business & Financial Affairs units (5 for excellent; 1 for needs improvement) Average Website Rating by Unit Facilities Services 3.33 Financial Services 3.45 Human Resources 3.61 Internal Audit 3.26 Public Safety 3.76 Title IX & Inclusion 3.74 University Auxiliary Services