2004/05 Business and Finance
Internal Customer Satisfaction Survey Response

As a part of its Balanced Scorecard effort, which is intended to focus the work of all employees on achieving overall organizational strategic objectives, the Business and Finance division conducted an on-line customer satisfaction survey during the month of May. About one-third of Chancellor’s Office staff responded to the survey, and the number of responses were higher than last year. Business and Finance was joined by Human Resource Services in the survey this year. Thank you very much for your time and thoughtful comments. (More information about the Business and Finance continuous improvement initiative can be found at http://www.calstate.edu/BF/bsc/)

The survey included those parts of the division that serve the Chancellor’s Office: accounting, Chancellor’s Office information technology services, facilities, procurement, security and the mailroom. On average, the survey results demonstrated that the six departments achieved the established goal of a score of 4.00 or better indicating that the customer was satisfied with the services. (The survey used a scale of 1 to 5, with 5 being “very satisfied”.) This was not the case for every question however, and the departmental response to improving performance in any low scoring area follows this introduction. For each one of the departments covered in the survey, there were comments that provided some very valuable feedback and we welcome and encourage your continuing commentary in future surveys.

Thank you once again for your input to the survey. We are hopeful that the actions identified above will improve our service to all our customers. You will have an opportunity next spring to participate in another evaluation of our services.

Departmental Responses:
Facilities Operations, Mail Services and Security
Chancellor's Office Information Technology Services
Contract Services and Procurement and CO Accounting