1. Customer Survey Results Presentation to Unit Liaisons February 22, 2006 BUSINESS & FINANCE Customer Satisfaction Survey

2. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 1 Introduction  In February, The Business Finance Customer Satisfaction Committee (BFCSC) began an initiative to design and develop a customer satisfaction survey to provide insights on how the organization is delivering on its vision  To achieve this the BFCSC:  Identified 34 different services within Business and Finance (B&F) that have frequent interaction with and high impact on customers  Compiled 12 service attributes that are components of Business and Finance’s strategic framework  Identified core service user types (i.e., customer types) and created lists of customers to be included in the survey  Validated the survey approach, service attributes, and core services with the B&F Expanded Forum and piloted the survey with the Budget Administrators Group (BAG)  Distributed 10,164 surveys to Business and Finance customers

3. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 2 Strategic Intent of the B&F Customer Satisfaction Survey  B&F has been engaged in an integrated strategic framework and planning process to create alignment with the University’s strategic direction as outlined last spring by President Coleman  The B&F employees strive to “Make Blue Go” by continuing to focus on being a high performance organization  As a part of the planning process, the B&F Customer Survey will measure where the organization is today in delivering on its vision  The Customer Satisfaction Survey is a critical measure of Business and Finance’s overall effectiveness The results of this initiative will provide B&F Leadership with the data needed to gauge customer satisfaction and the ability to draw key insights on strengths as well areas that require attention.

4. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 3 Customer Satisfaction—Key Terms  Customer Segments  Descriptors of the different types of customers that will be surveyed  Core Services  Thirty-four Business and Finance services identified as having a high customer impact  Core Service Statements  Descriptors of the core services in customer language, often naming specific services that customers will reference as they are rating service attributes  Service Attributes  Twelve service descriptors that customers will be asked to rate for each core service they are selected to assess

5. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 4 Customer Satisfaction Survey Attributes/Questions Service AttributeSurvey Question 1. Attentive to customer needs (listens)  1. How satisfied are you with the attentiveness of the service providers to your needs? 2. Understands customers’ needs  2. How satisfied are you with the level at which the service providers understand your needs? 3. Responds in a timely manner to customer requests/questions  3. How satisfied are you with the timeliness of the service providers in responding to your requests and/or questions? 4. Understands and explains University policies and procedures  4. Please indicate your level of satisfaction with the explanation of University policies and procedures by the service providers. 5. Communicates service standards  5. Please indicate your level of satisfaction with the communication of the service standards (i.e., expectations and scope of services) by the service providers. 6. Demonstrates functional/technical expertise  6. How satisfied are you with the functional/technical expertise demonstrated by the service providers? 7. Communicates service change effectively  7. Please indicate your level of satisfaction with the communication of service changes by the service providers. 8. Implements service change effectively  8. Please indicate your level of satisfaction with the implementation of service changes by the service providers. 9. Adapts to changing customer needs  9. How satisfied are you with the adaptability of service providers to your changing needs? 10. Easily accessible  10. How satisfied are you with the accessibility of this service and/or service providers? 11. Leverages technology to improve service  11. Please indicate your level of satisfaction with the use of technology by this service and/or service providers to meet your needs. 12. Provides friendly and courteous service  12. How satisfied are you with the level of courtesy of the service providers?

6. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 5 B&F Overall Results  Overall, B&F customers are satisfied with their experience, with an average overall satisfaction rating of 75 percent  Sixty percent of respondents rated a high degree of satisfaction with B&F services (>7 on a 10 pt scale), while only 6 percent indicated strong dissatisfaction (<4 on a 10 pt scale)  B&F customers are most satisfied with the service attributes that relate to execution and customer interaction, including:  Attentiveness to customer needs  Functional/Technical Expertise  Level of courtesy  Service attributes that are less satisfactory include:  Explanation of University policies and procedures  Communication and implementation of service changes  Adaptability to changing needs 1. Attentiveness to customer needs 2. Understanding of customer needs 3. Timeliness 4. The explanation of University policies and procedures 5. Communication service standards 6. Functional/technical expertise 7. Communication of service changes 8. Implementation of service changes 9. Adaptability to your changing needs 10. Accessibility of the service and/or service providers? 11. Use of technology 12. Level of courtesy 13. Overall Satisfaction 7.60 7.45 7.49 7.38 7.28 7.69 7.25 7.26 7.03 7.39 7.56 8.20 7.53 Mean

7. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 6 HR&AA Results  Overall, HR & AA customers are satisfied with their experience, with an average overall satisfaction rating of 72 percent  Fifty-three percent of respondents rated a high degree of satisfaction with HR & AA services (>7 on a 10 pt scale), while only six percent indicated strong dissatisfaction (<4 on a 10 pt scale)  HR & AA customers are most satisfied with the service attributes that relate to:  Level of courtesy  Functional/technical expertise  Use of technology  Service attributes that are less satisfactory include:  Adaptability to changing needs  Communication and implementation of service changes  Communication of service standards 1. Attentiveness to customer needs 2. Understanding of customer needs 3. Timeliness 4. The explanation of University policies and procedures 5. Communication service standards 6. Functional/technical expertise 7. Communication of service changes 8. Implementation of service changes 9. Adaptability to your changing needs 10. Accessibility of the service and/or service providers? 11. Use of technology 12. Level of courtesy 13. Overall Satisfaction 7.28 7.09 7.15 7.08 7.34 6.98 6.99 6.87 7.21 7.32 7.94 7.24 Mean

8. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 7 HR&AA Results continued Except for the service attributes of Technology Use and Courtesy the mean service attribute scores have a high degree of variability across HR&AA core services

9. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 8 Finance Results  Overall, Finance customers are satisfied with their experience, with an average overall satisfaction rating of 75 percent  Sixty percent of respondents rated a high degree of satisfaction with B&F services (>7 on a 10 pt scale), while only 6 percent indicated strong dissatisfaction (<4 on a 10 pt scale)  Finance customers are most satisfied with the service attributes that relate to:  Level of courtesy  Attentiveness to customer needs  Functional/technical expertise  Service attributes that are less satisfactory include:  Adaptability to changing needs  Communication of service changes  Implementation of service changes 1. Attentiveness to customer needs 2. Understanding of customer needs 3. Timeliness 4. The explanation of University policies and procedures 5. Communication service standards 6. Functional/technical expertise 7. Communication of service changes 8. Implementation of service changes 9. Adaptability to your changing needs 10. Accessibility of the service and/or service providers? 11. Use of technology 12. Level of courtesy 13. Overall Satisfaction 7.64 7.54 7.55 7.41 7.27 7.63 7.19 7.26 7.04 7.47 7.61 8.18 7.57 Mean

10. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 9 Finance Results continued Mean satisfaction scores on the service attributes of Functional/Technical Expertise and Use of Technology had the lowest levels of variability across Core Services. 1 Results should be interpreted cautiously due to small sample size. 1

11. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 10 MAIS Results  Overall, MAIS customers are satisfied with their experience, with an average overall satisfaction rating of 85 percent  Eighty-one percent of respondents rated a high degree of satisfaction with MAIS services (>7 on a 10 pt scale), while only two percent indicated strong dissatisfaction (<4 on a 10 pt scale)  MAIS customers are most satisfied with the service attributes that relate to execution and customer interaction, including:  Level of courtesy  Attentiveness to customer needs  Functional/technical expertise  Service attributes that are less satisfactory include:  Adaptability to changing needs  Implementation of service changes  Explanation of University policies and procedures 1. Attentiveness to customer needs 2. Understanding of customer needs 3. Timeliness 4. The explanation of University policies and procedures 5. Communication service standards 6. Functional/technical expertise 7. Communication of service changes 8. Implementation of service changes 9. Adaptability to your changing needs 10. Accessibility of the service and/or service providers? 11. Use of technology 12. Level of courtesy 13. Overall Satisfaction 8.50 8.26 8.43 8.14 8.16 8.49 8.15 8.07 7.79 8.33 8.30 9.08 8.48 Mean

12. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 11 MAIS Results continued Across MAIS Core Services the service attribute of Adaptability to Changing Needs had the greatest variability in satisfaction.

13. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 12 Facilities and Operations Results  Overall, Facilities & Operations customers are satisfied with their experience, with an average overall satisfaction rating of 70 percent  Fifty-one percent of respondents rated a high degree of satisfaction with Facilities & Operations (>7 on a 10 pt scale), while 11 percent indicated strong dissatisfaction (<4 on a 10 pt scale)  Facilities & Operations customers are most satisfied with the service attributes that relate to execution and customer interaction, including:  Level of courtesy  Functional/technical expertise  Attentiveness to customer needs  Service attributes that are less satisfactory include:  Adaptability to changing needs  Accessibility of the services and/or service providers  Communication of service standards 1. Attentiveness to customer needs 2. Understanding of customer needs 3. Timeliness 4. The explanation of University policies and procedures 5. Communication service standards 6. Functional/technical expertise 7. Communication of service changes 8. Implementation of service changes 9. Adaptability to your changing needs 10. Accessibility of the service and/or service providers 11. Use of technology 12. Level of courtesy 13. Overall Satisfaction 7.15 6.99 6.95 6.97 6.83 7.42 6.91 6.86 6.62 6.75 7.05 7.80 7.02 Mean

14. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 13 Facilities and Operations Results continued Accept for the service attribute of Functional/technical Expertise the mean service attribute scores have a high degree of variability across F&O core services. 1 1 Results should be interpreted cautiously due to small sample size.

15. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 14 Service AttributeSurvey Question 1. Attentive to customer needs (listens)  1. How satisfied are you with the attentiveness of the service providers to your needs? 2. Understands customers’ needs  2. How satisfied are you with the level at which the service providers understand your needs? 3. Responds in a timely manner to customer requests/questions  3. How satisfied are you with the timeliness of the service providers in responding to your requests and/or questions? 4. Understands and explains University policies and procedures  4. Please indicate your level of satisfaction with the explanation of University policies and procedures by the service providers. 5. Communicates service standards  5. Please indicate your level of satisfaction with the communication of the service standards (i.e., expectations and scope of services) by the service providers. 6. Demonstrates functional/technical expertise  6. How satisfied are you with the functional/technical expertise demonstrated by the service providers? 7. Communicates service change effectively  7. Please indicate your level of satisfaction with the communication of service changes by the service providers. 8. Implements service change effectively  8. Please indicate your level of satisfaction with the implementation of service changes by the service providers. 9. Adapts to changing customer needs  9. How satisfied are you with the adaptability of service providers to your changing needs? 10. Easily accessible  10. How satisfied are you with the accessibility of this service and/or service providers? 11. Leverages technology to improve service  11. Please indicate your level of satisfaction with the use of technology by this service and/or service providers to meet your needs. 12. Provides friendly and courteous service  12. How satisfied are you with the level of courtesy of the service providers? Goal: 5% increase in overall B&F satisfaction from 7.5-7.9 Targeted Service Attributes marked with

16. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 15 Customer Survey Task Team  Further analyzed results  Interviewed exemplar units; interviewed lowest scoring units; summarized customer survey comments; compared results, quantified lessons learned  Themes: (See attached) – Responsiveness –Competencies and Decision Making –Service Levels and Staffing –Communication Skills –Responsibility –Understanding and adapting to customers  Consulted an advisory group  Hold Focus Groups for “deeper dive” information (allow participants to self-select)  Distribute customer survey results both in face-to-face meetings as well as via email

17. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 16 Customer Survey Results: Milestones  Results rolled out to B&F leadership – Fall 2005  Goals and Targets set – Fall 2005  Customer Survey Task Team convened (October-December, 2005)  B&F Units developing plans– due March 28, 2006  Hold Focus Groups for selected Business and Finance units  Parking, Transportation, Accounting Services, Work Connections, HRD, Compensation and Classification, Facilities Maintenance, Custodial Services (Building Services)  Focus groups planned for March 6-17 (WATCH FOR EMAIL INVITATION)  Resurvey customers - March, 2007; hold units accountable for improvement

18. February/March 2006 5; High Level Results B&F Customer Survey Coordinating Committee bfcscc@umich.edu UM Business and Finance/ 17 Questions or follow up?  Contact Debbie Talley at dtalley@umich.edu  Send email to the B&F Customer Survey Committee Business.Finance.Customer.Survey.Committee@umich.edu  See more detail on Business and Finance Customer Survey website http://www.umich.edu/~busfin/customersurveyresults.htm