2008 Business and Finance
External Customer Satisfaction Survey Responses

Financial Services

Contract Services and Procurement	Very Dissatisfied	Dissatisfied	Neutral	Satisfied	Very Satisfied	Don't Know	Total	2008 Average Score	2007 Average Score	2005 Average Score
Accessibility of policy	0	2	6	15	14	3	40	4.11	3.93	4.30
	0.0%	5.0%	15.0%	37.5%	35.0%	7.5%	100.0%
Availability of CS∓P staff to assist in resolving issues	1	3	6	8	18	4	40	4.08	3.68	4.08
	2.5%	7.5%	15.0%	20.0%	45.0%	10.0%	100.0%
Ease of use of CS&P website	1	3	3	9	15	8	39	4.10	3.51	4.17
	2.6%	7.7%	7.7%	23.1%	38.5%	20.5%	100.0%
CS&P staff knowledge of their area of responsibility	1	2	7	8	16	5	39	4.06	3.84	4.29
	2.6%	5.1%	17.9%	20.5%	41.0%	12.8%	100.0%
Total Responses								39	51	63

The external customer survey provided Contract Services and Procurement (CS&P) with several clear next steps to provide a higher level of campus support. The most common theme in the comments received suggested that the CS&P web site required updating and an easier and more logical access to systemwide forms, models and policies. To address this, CS&P will engage a focus group of campus procurement staff and other users help determine the most optimal form of web presence for the content being provided by CS&P. The focus group will be facilitated by CS&P through the use of web- conferencing so as to be the least disruptive to the participants as possible. CS&P received several comments in the survey related to other Chancellor’s Office departments. These comments will be passed on in context of CS&P understanding of the issues to the appropriate departments for consideration. CS&P’s goal is to work towards greater campus satisfaction of services being provided.

Tom Roberts
Director