2005 Customer Satisfaction Survey Responses

The mission of the Office of General Counsel is to support the dynamic educational environment of the California State University. In November 2005 we conducted an online Customer Satisfaction Survey to better understand how we are performing our function. The survey was sent to more than 350 university employees, from 13 categories of systemwide university executives, administrators and managers with whom we most closely work. We were very pleased to receive 198 responses, ranging across all the categories solicited.

The survey included four broad categories of questions about the quality of legal services provided by the Office of General Counsel. A scale of six possible responses was used for most questions, ranging from Very Satisfied to Very Dissatisfied, or Do Not Know. The survey also included space for narrative commentary regarding legal priorities, how these priorities can be better met, how use of the OGC may change in the future, and general comments about the OGC.

The survey results demonstrated very positive results. The majority of clients are very satisfied or satisfied with legal services in all of the areas surveyed. A summary of the actual responses is listed below, along with a recap of the direction we intend to take for continued improvement in 2006 based on the feedback received.