Customer Satisfaction Survey 2007

CSU Systemwide Human Resources

The results discussed here focus on customer impressions with Systemwide HR as a collective whole.

First we want to thank the survey participants for their time and thoughtful input. While our customers were more satisfied in some areas than others, Systemwide HR sees opportunities for improvement in all aspects of our organization. We look forward to participating in the survey again next year.

Analysis

Three key areas¹ emerged as particularly important for Systemwide HR:

Leadership: Providing appropriate leadership on Systemwide HR issues
Input: Soliciting adequate input before making Systemwide HR decisions
Data: Providing adequate data and information to evaluate issues, assess impacts, make decisions, and plan for the future

An analysis of the open-ended questions revealed some important recurring themes.

Respondents acknowledged Systemwide HR as:

timely
hard-working
accessible
caring about campus needs.

At the same time, respondents requested that Systemwide HR:

provide more training
improve Web site resources
coordinate the campuses
be more proactive overall

Systemwide HR Goals for 2008

Based on feedback from the Customer Satisfaction Survey, we will focus on improvements in:

training
communications and information sharing

See a summary of quantitative results (.pdf)

Results from specific departments within Systemwide HR are also available:

Academic HR (.pdf)
Campus Relations & Dispute Resolution & Collective Bargaining (.pdf)
Data Research & Analysis (.pdf)
HR Administration (.pdf)
Systemwide Professional Development (.pdf)

¹A special analysis compared each question’s average satisfaction score with its correlation to overall satisfaction. This is a proxy for determining the importance of each individual question to overall satisfaction. In this approach, we can isolate those questions that are relatively more important (to those customers responding) and have relatively lower satisfaction scores.