Systemwide Human Resources

Customer Satisfaction Survey 2008

CSU Systemwide Human Resources

The results discussed here focus on customer impressions with Systemwide HR (SHR) as a collective whole. First we want to thank the survey participants for their time and thoughtful input. We appreciate the candid and honest feedback and will use that as a guide for organizational improvements.

Satisfaction Ratings:
Analyses of the 2008 survey results revealed a noticeable improvement in overall satisfaction with SHR compared to the prior year:

  • 54% of respondents were overall satisfied or very satisfied with SHR (compared to the prior year in which only 40% of respondents were satisfied or very satisfied with SHR)

While we are pleased with this 14% increase, we see opportunities for continued improvement in all aspects of our organization.

Looking at individual items (see quantitative results below), SHR received higher average satisfaction scores across six areas in comparison to the previous year’s survey. While SHR is appreciative of these positive gains, the organization still recognizes the need for improvement as evidenced by a decline in average satisfaction on three items.

The two items with the biggest positive increases in satisfaction compared to the prior year are:

  • SHR is organized in such a way that it is apparent who to call for help
  • SHR provides adequate data and information to evaluate issues, assess impacts, make decisions, and plan for the future

The item in which satisfaction went down the most compared to the prior year is:

  • SHR responds to my questions in a timely manner

Open-Ended Questions:
An analysis of the open-ended questions revealed some important recurring themes.

Respondents acknowledged SHR as:

  • knowledgeable
  • supportive
  • understanding of and responsive to campus needs.

At the same time, respondents requested that SHR:

  • improve communication with campus management and staff
  • provide more training
  • coordinate with the campuses

Systemwide HR Goals for 2009-10
Based on feedback from the Customer Satisfaction Survey, we will focus on improvements in:

  • training
  • communications and information sharing
  • timeliness of response to inquiries

See a summary of quantitative results (.pdf)

Results from specific departments within Systemwide HR are also available: