CUSTOMER SATISFACTION SURVEY
PAYROLL SERVICES
2013/14
MEAN SATISFACTION SCORES/TREND DATA
The trend data pulls an average score from all the data and compares it to the prior years scores to see if there is any improvement from year to year.
OVERALL SATISFACTION/TREND DATA RESULTS
Please rate your level of satisfaction with the
following items over the past 12 months.
Overall Satisfaction Trend Analysis:
2007/08
2008/09
2009/10
2010/11
2011/12
2012/13
2013/14
Accessibility to payroll staff when needed
3.56
3.85
4.44
4.14
4.00
4.13
4.22
Acknowledgement of your requests within 48 hours
3.59
3.67
4.32
4.03
4.06
4.22
4.22
4.12
Effective problem resolution
3.51
3.66
4.32
4.09
4.09
4.22
Knowledge of staff
3.70
3.95
4.46
4.21
4.20
4.26
4.13
Professionalism of staff
Provides adequate communiation regarding matters
affecting employees
The Payroll Web site is comprehensive
3.71
3.73
4.33
4.14
3.97
4.26
4.20
3.64
3.67
4.28
4.15
4.11
4.07
4.09
N/A
N/A
4.01
4.18
N/A
N/A
N/A
The Payroll Web site is easy to use
3.26
3.69
4.05
4.23
N/A
N/A
N/A
BREAKDOWN OF OVERALL SATISFACTION MEAN SCORES BY DEMOGRAPHICS
Please rate your level of satisfaction with the
following items over the past 12 months.
Mean Satisfaction
Scores for Respondents
Overall
Mean Score
MPP
Mean Score
Faculty
Mean Score
Staff
Mean Score
Accessibility to payroll staff when needed
4.22
4.55
4.09
4.18
Acknowledgement of your requests within 48 hours
4.22
4.64
4.36
4.11
Effective problem resolution
4.12
4.36
4.30
4.04
Knowledge of staff
4.13
4.50
4.18
4.04
Professionalism of staff
4.20
4.25
4.45
4.13
Provides adequate communiation regarding matters
affecting employees
4.09
4.55
3.90
4.04
The Payroll Web site is comprehensive
N/A
N/A
N/A
N/A
The Payroll Web site is easy to use
N/A
N/A
N/A
N/A
Key for Mean Scores
Above Target (4.0 and Above)
Hitting Target (3.5 - 3.99)
Below Target (3.49 and Below)
CUSTOMER SATISFACTION SURVEY
PAYROLL SERVICES
2013/14
Are you a (an):
Response Count:
Administrator/MPP
Faculty
Staff
Total
13
12
57
82
Satisfaction
of Respondents:
Overall Response Count:
Please rate your level of satisfaction with the
following items over the past 12 months.
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
% Satisfied
%Dissatisfied
Accessibility to payroll staff when needed
32
39
3
3
92.20%
7.80%
Acknowledgement of your requests within 48 hours
30
41
2
3
93.40%
6.50%
Effective problem resolution
28
41
5
3
89.60%
10.40%
Knowledge of staff
30
41
4
4
89.90%
10.20%
Professionalism of staff
30
39
3
3
92.00%
8.00%
Provides adequate communiation regarding matters
affecting employees
29
36
5
4
87.80%
12.20%
*% Satisfied = Very Satisfied and Satisfied Combined
% Dissatisfied = Very Dissatisfied and Dissatisfied
Combined
Satisfaction within the Past 12 Months
87.80%
Provides adequate communiation regarding matters affecting employees
12.20%
92.00%
Professionalism of staff
8.00%
89.90%
Knowledge of staff
10.20%
% Satisfied
% Dissatisfied
89.60%
Effective problem resolution
93.40%
Acknowledgement of your requests within 48 hours
6.50%
92.20%
Accessibility to payroll staff when needed
0.00%
10.40%
20.00%
40.00%
7.80%
60.00%
80.00%
100.00%