1. Research Services, MSGCS1 MEASURING CUSTOMER SERVICE QUALITY

2. Research Services, MSGCS2 Accountability “Products and services that effectively and efficiently address the needs of customers, and which are fiscally and socially responsible”

3. Research Services, MSGCS3 Accountability Objective Measures Subjective Measures

4. Research Services, MSGCS4 Tangibles Appearance of physical facilities, equipment, personnel and communication materials (1, 2, 3, 4). Reliability Ability to perform the promised service dependably and accurately (5, 6, 7, 8, 9). Responsiveness Willingness to help customers and provide prompt service (10, 11, 12, 13). Assurance Knowledge and courtesy of employees and their ability to inspire trust and confidence (14, 15, 16, 17). Empathy Caring, individualized attention the firm provides its customers (18, 19, 20, 21, 22). Dimensions of Service Quality

5. Research Services, MSGCS5 Perceptions The following set of statements relate to your feelings about the service provided by Research Services. For each statement, please show the extent to which you believe that Research Services has the feature described by the statement. Circling a 5 means that you strongly agree that Research Services has that feature, and circling a 1 means that you strongly disagree. You may circle any of the numbers in the middle that show how strong your feelings are. There are no right or wrong answers - all we are interested in is a number that best shows your perceptions about Research Services. Q1 Research Services uses up to date technology.1 2 3 4 5 Q2 Materials produced by Research Services (such as documents or reports) 1 2 3 4 5 are of professional quality. Q3 When Research Services promises to do something by a certain time, it does so.1 2 3 4 5 Q4 When you have a problem, Research Services knows how to solve it. 1 2 3 4 5 Q5 Research Services performs its services right the first time. 1 2 3 4 5 Q6 Research Services contributes expertise to team projects. 1 2 3 4 5 Q7 Employees of Research Services give you prompt service. 1 2 3 4 5 Q8 Employees of Research Services are never too busy to respond to your requests. 1 2 3 4 5 Q9 The expertise of the staff at Research Services instills confidence in customers.1 2 3 4 5 Q10 Employees of Research Services are consistently courteous with you. 1 2 3 4 5 Q11 Employees of Research Services have the knowledge to answer your questions. 1 2 3 4 5 Q12 Research Services gives you individual attention. 1 2 3 4 5 Q13 Research Services has operating hours convenient to all its customers. 1 2 3 4 5 Q14 Employees of Research Services understand your specific needs. 1 2 3 4 5 Q15 When required, Research Services will go the “extra mile” for you. 1 2 3 4 5 Strongly Disagree Neutral Strongly Agree

6. Research Services, MSGCS6 Importance Below is a list of some of the services provided by the Research Services Unit. We’re interested in knowing how important each of these services is to you and the work you do, according to the following scale, where 1 = not at all important, 2 = somewhat important, 3 = very important (a) Dissemination of statistical data 1 2 3 (b) Interpretation of statistics 1 2 3 (c) Research design consultation 1 2 3 (d) Monitoring of research projects 1 2 3 (e) Evaluation design consultation 1 2 3 (f) Monitoring of evaluation projects 1 2 3 (g) Statistical analysis of data 1 2 3 (h) Research Policy & Guidelines Document 1 2 3 (i) Comment/interpretation of research reports 1 2 3 (j) Preparation of research reports 1 2 3 (k) Consultation/preparation of RFP documents 1 2 3 (l) Monthly statistical reports 1 2 3 (m) Annual statistical reports 1 2 3 (n) Consultation/representation on committees 1 2 3 (o) Other (please specify) 1 2 3

7. Research Services, MSGCS7 Familiarity Below is a list of some of the services provided by the Research Services Unit. We’re interested in knowing about how often you make use of these services according to the following scale, where 1 = never, 2 = once a year or less, 3 = a few times a year, 4 = about once a month, 5 = about once a week (a) Dissemination of statistical data 1 2 3 4 5 (b) Interpretation of statistics 1 2 3 4 5 (c) Research design consultation 1 2 3 4 5 (d) Monitoring of research projects 1 2 3 4 5 (e) Evaluation design consultation 1 2 3 4 5 (f) Monitoring of evaluation projects 1 2 3 4 5 (g) Statistical analysis of data 1 2 3 4 5 (h) Research Policy & Guidelines Document 1 2 3 4 5 (i) Comment/interpretation of research reports 1 2 3 4 5 (j) Preparation of research reports 1 2 3 4 5 (k) Consultation/preparation of RFP documents 1 2 3 4 5 (l) Monthly statistical reports 1 2 3 4 5 (m) Annual statistical reports 1 2 3 4 5 (n) Consultation/representation on committees 1 2 3 4 5 (0) Other (please specify) 1 2 3 4 5

8. Research Services, MSGCS8 Employee Questionnaire Q1. What is the biggest problem you face day in and day out while trying to deliver a high quality of service to your customers? Q2. If you were the manager of this unit for one day, and could make only one decision to improve quality of service, what decision would you make? What do you, the employees of the Research Services Unit, have to say? In the interest of improving on the service we give to our customers, tell us what you think we need to do to provide better service.

9. Research Services, MSGCS9 Qualitative Interviews

10. Research Services, MSGCS10 The Complementary Roles of Customer & Employee Research Customer ResearchEmployee Research Information on Nature and Extent of Service Quality Shortfalls Information on Sources and Causes of Service Quality Shortfalls Effective Improvement of Service Quality

11. Research Services, MSGCS11 The Service Quality Process “Service quality is a journey, not a destination”

12. Research Services, MSGCS12 QUEST