1. UBC Finance Customer Service Questionnaire Front Desk Queries February 18, 2004

2. Questionnaire Summary  Objective To obtain casual feedback directly from a representative segment of customers to complement the results of the campus community survey  Timeline January 27 – February 2, 2004  Statistics 243 responses 16 cents / survey

3. Key Results and Feedback

4. Question 1 During this academic year, how often have you visited the UBC Finance office?  (1) More than once a week – 15.23%  (2) Every 2 weeks – 18.11%  (3) Monthly – 18.52%  (4) Less than once per month – 47.33%

5. Question 2 When you visit the Finance office, what area or finance are you contacting?  (1) Payroll – 77.37%  (2) Accounts Payable – 15.23%  (3) Requisitions Processing – 20.16%  (4) Research & Trust Accounting – 2.06%  (5) General Accounting – 8.64%  (6) Not Sure – 8.23%

6. Question 3 What best describes the purpose of your visit?  (1) Payroll cheque pick up – 49.79%  (2) Requisition pick up – 14.81%  (3) Tuition waiver pick up – 15.23%  (4) Record of Employment – 4.53%  (5) General Info inquiry – 17.70%  (6) Benefits Inquiry – 8.64%  (7) Other – 21.40%

7. Question 4 To what extent do you agree with the following statements? Strongly12345 Strongly Disagree Agree  I know whom to contact for my financial inquiries – (avg. rank: 3.31)  I am able to obtain the information I need when speaking to finance staff – (avg. rank: 3.86)  My request is handled in a professional and courteous manner – (avg. rank: 3.81)  The office staff was very knowledgeable – (avg. rank: 3.84)

8. General Comments Customer Service  Quantitative service improvement Front Desk  Extremely varied  Direct Deposit resistance  Coverage Administrative  Turn around time for requisition processing  Phone calls

9. Suggestions 1. Name Tags 2. Express Line on Payday 3. Message Board 4. Bowl of Candy / Free Coffee 5. Full coverage of front counter 6. Disability Access

10. Questionnaire Limitations  Not enough probing in the questions!  Not enough information  Self-selection bias

11. Conclusion & Applications  Overall, very encouraging Feedback  Responding to criticisms and suggestions  Maintaining a team-based work environment, and customer service driven culture.