English 2004
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UNIVERSITY OF UTAH DIVISION OF HUMAN RESOURCES
CUSTOMER SATISFACTION ASSESSMENT SURVEY October 18th – 29th, 2004
Thank you for taking time to complete our survey. The goal of this survey is to obtain feedback from you that will help us to provide better service from each of the departments within the Division of Human Resources. Your feedback is very important to us as we endeavor to better serve you, our customers. The survey is divided into four sections: 1. 2. 3. 4.
Demographic (Background) Information Summary of Functions--Human Resource (HR) Departments Human Resource Department-Specific Questions Open-ended questions.
SECTION 1—DEMOGRAPHIC (BACKGROUND) INFORMATION This section provides information that allows us to identify the impact of Human Resource services on different groups within the University Community. Please answer the following questions about yourself. When there are multiple answers for one question that are accurate, choose the one that best applies.
1.
I am
6.
A. Faculty B. Staff
2.
Payroll Reporter Supervisor/Manager Administrator None of the Above
Gender A. Male B. Female
5.
7.
Race A. B. C. D. E.
Asian/Pacific Islander Black Caucasian Hispanic Native American/Alaskan Native
I have the following years of service at the University of Utah: (please circle one) A. B. C. D. E.
I am a A. Hospital/Clinics Employee B. Other Health Sciences Employee (faculty or staff) C. Campus Employee (faculty or staff)
4.
A. Less than 20 (Not Benefits Eligible) B. 20 or greater (Benefits Eligible) C. Other (Please explain) ___________________
I am a A. B. C. D.
3.
Number of hours worked per week?
8.
Less than 1 year 1 to 5 years 6 to 10 years 11 to 20 years More than 20 years
On average, how often do you contact Human Resource services at the University? (please circle one) A. B. C. D. E.
Never Weekly Monthly Quarterly Yearly
SECTION 2 – SUMMARY OF HR DEPARTMENTAL FUNCTIONS The following section provides a brief summary of the functional departments of Human Resources. Please read each of these department descriptions before answering the questions on the following pages.
Benefits Department • Coordinates enrollment in University benefit plans • Organizes open enrollment, when employees can make changes to their benefits • Assists employees with benefits concerns, including those resulting from life changes • Provides education regarding benefits options and issues • Ensures the University’s benefits plans and practices are in legal compliance The Employee Relations Department • Serves as a resource to supervisors considering disciplinary action • Assists employees in understanding their rights and responsibilities • Works with supervisors and employees to resolve issues that disrupt the workplace • Administers the employee grievance process
The Equal Opportunity and Affirmative Action Department (EO/AA) • Investigates allegations of illegal discrimination and sexual harassment for the entire • campus community. • Administers the hearing process for individuals appealing a finding by the EO/AA. • Processes faculty and staff requests for accommodations under the Americans with • Disabilities Act (ADA). • Conducts training sessions for faculty, staff and students regarding the University’s • ADA, non-discrimination and sexual harassment policies and procedures. • Prepares diversity reports, including the University’s Affirmative Action Program • (AAP). Compensation Department • Ensures that employees are assigned to appropriate job classifications • Evaluates employee salaries based on internal equity and the external job market.
Service Teams • Central contact point for all Human Resource issues • Assist managers, employees and applicants with hiring and employment • Help coordinate staff compensation • Provide information regarding performance management and other workplace issues
Training and Development (Organizational Development Services) • Offers professional and leadership development workshops • Assists departments with strategic planning, goal setting and process improvements • Facilitates departmental retreats, meetings and projects • Provides new employee orientation
2
SECTION 3 – HUMAN RESOURCE DEPARTMENT– SPECIFIC QUESTIONS
Agree
Neutral
Disagree
Strongly Disagree
1.
The staff in BENEFITS treats me with courtesy
5
4
3
2
1 NC
2.
The staff in COMPENSATION treats me with courtesy
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS treats me with courtesy
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION treats me with courtesy
5
4
3
2
1 NC
5.
The SERVICE TEAM staff treats me with courtesy
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT treats me with courtesy
5
4
3
2
1 NC
No Contact
Strongly Agree
Please circle one answer for each of the following questions. If you select 'disagree' or 'strongly disagree' for any of the following questions, please use the text box to provide an explanation.
TREATS ME WITH COURTESY
IS KNOWLEDGEABLE 1.
The staff in BENEFITS is knowledgeable
5
4
3
2
1 NC
2.
The staff in COMPENSATION is knowledgeable
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS is knowledgeable
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION is 5 knowledgeable
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Agree
Neutral
Disagree
Strongly Disagree
The SERVICE TEAM is knowledgeable
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT is knowledgeable
5
4
3
2
1 NC
No Contact
Strongly Agree
5.
PROVIDES ACCURATE INFORMATION 1.
The staff in BENEFITS provides accurate information
5
4
3
2
1 NC
2.
The staff in COMPENSATION provides accurate information
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS provides accurate information
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION provides accurate information
5
4
3
2
1 NC
5.
The SERVICE TEAM provides accurate information
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT provides accurate I 5 information
4
3
2
1 NC
WRITTEN MATERIALS ARE EASY TO UNDERSTAND 1.
The BENEFITS written materials are easy to understand
5
4
3
2
1 NC
2.
The COMPENSATION written materials are easy to understand
5
4
3
2
1 NC
3.
The EMPLOYEE RELATIONS written materials are easy to understand
5
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Neutral
Disagree
The EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION written materials are easy to understand
5
4
3
2
1 NC
5.
The SERVICE TEAM written materials are easy to understand
5
4
3
2
1 NC
6.
The TRAINING and DEVELOPMENT written materials are easy to understand
5
4
3
2
1 NC
No Contact
Agree
Strongly Disagree
Strongly Agree
4.
MAINTAINS CONFIDENTIALITY 1.
The staff in BENEFITS maintains confidentiality
5
4
3
2
1 NC
2.
The staff in COMPENSATION maintains confidentiality
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS maintains confidentiality
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION maintains confidentiality
5
4
3
2
1 NC
5.
The SERVICE TEAM maintains confidentiality
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT maintains confidentiality
5
4
3
2
1 NC
RESPONDS PROMPTLY TO REQUESTS FOR SERVICE 1.
The staff in BENEFITS responds promptly to requests for service
5
4
3
2
1 NC
2.
The staff in COMPENSATION responds promptly to reques ts for 5 service
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Neutral
Disagree
The staff in EMPLOYEE RELATIONS responds promptly to requests for service
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION responds to requests for service
5
4
3
2
1 NC
5.
The SERVICE TEAM responds promptly to requests for service
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT responds promptly to requests for service
5
4
3
2
1 NC
No Contact
Agree
Strongly Disagree
Strongly Agree
3.
PROVIDES CONSISTENT INFORMATION 1.
The staff in Benefits provides consistent information
5
4
3
2
1 NC
2.
The staff in Compensation provides consistent information
5
4
3
2
1 NC
3.
The staff in Employee Relations provides consistent information
5
4
3
2
1 NC
4.
The staff in Equal Opportunity/Affirmative Action provides consistent information
5
4
3
2
1 NC
5.
The Service Team staff provides consistent information
5
4
3
2
1 NC
6.
The staff in Training and Development provides consistent information
5
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Section 4 – OPEN-ENDED QUESTIONS The final section provides you with an opportunity to tell us anything not covered by the survey. Please provide no more than two (2) answers to each of the following: 1. What works?
2. What needs improvement?
3. Comments
Please fold on dotted line and staple below. Thank you. -------------------------------------------------------------------------------------------------------------------------------
RETURN TO: Customer Satisfaction Survey Division of Human Resources University of Utah c/o Thuy Nguyen 420 Wakara Way, Suite 105
CAMPUS MAIL
STAPLE HERE
CUSTOMER SATISFACTION ASSESSMENT SURVEY October 18th – 29th, 2004
Thank you for taking time to complete our survey. The goal of this survey is to obtain feedback from you that will help us to provide better service from each of the departments within the Division of Human Resources. Your feedback is very important to us as we endeavor to better serve you, our customers. The survey is divided into four sections: 1. 2. 3. 4.
Demographic (Background) Information Summary of Functions--Human Resource (HR) Departments Human Resource Department-Specific Questions Open-ended questions.
SECTION 1—DEMOGRAPHIC (BACKGROUND) INFORMATION This section provides information that allows us to identify the impact of Human Resource services on different groups within the University Community. Please answer the following questions about yourself. When there are multiple answers for one question that are accurate, choose the one that best applies.
1.
I am
6.
A. Faculty B. Staff
2.
Payroll Reporter Supervisor/Manager Administrator None of the Above
Gender A. Male B. Female
5.
7.
Race A. B. C. D. E.
Asian/Pacific Islander Black Caucasian Hispanic Native American/Alaskan Native
I have the following years of service at the University of Utah: (please circle one) A. B. C. D. E.
I am a A. Hospital/Clinics Employee B. Other Health Sciences Employee (faculty or staff) C. Campus Employee (faculty or staff)
4.
A. Less than 20 (Not Benefits Eligible) B. 20 or greater (Benefits Eligible) C. Other (Please explain) ___________________
I am a A. B. C. D.
3.
Number of hours worked per week?
8.
Less than 1 year 1 to 5 years 6 to 10 years 11 to 20 years More than 20 years
On average, how often do you contact Human Resource services at the University? (please circle one) A. B. C. D. E.
Never Weekly Monthly Quarterly Yearly
SECTION 2 – SUMMARY OF HR DEPARTMENTAL FUNCTIONS The following section provides a brief summary of the functional departments of Human Resources. Please read each of these department descriptions before answering the questions on the following pages.
Benefits Department • Coordinates enrollment in University benefit plans • Organizes open enrollment, when employees can make changes to their benefits • Assists employees with benefits concerns, including those resulting from life changes • Provides education regarding benefits options and issues • Ensures the University’s benefits plans and practices are in legal compliance The Employee Relations Department • Serves as a resource to supervisors considering disciplinary action • Assists employees in understanding their rights and responsibilities • Works with supervisors and employees to resolve issues that disrupt the workplace • Administers the employee grievance process
The Equal Opportunity and Affirmative Action Department (EO/AA) • Investigates allegations of illegal discrimination and sexual harassment for the entire • campus community. • Administers the hearing process for individuals appealing a finding by the EO/AA. • Processes faculty and staff requests for accommodations under the Americans with • Disabilities Act (ADA). • Conducts training sessions for faculty, staff and students regarding the University’s • ADA, non-discrimination and sexual harassment policies and procedures. • Prepares diversity reports, including the University’s Affirmative Action Program • (AAP). Compensation Department • Ensures that employees are assigned to appropriate job classifications • Evaluates employee salaries based on internal equity and the external job market.
Service Teams • Central contact point for all Human Resource issues • Assist managers, employees and applicants with hiring and employment • Help coordinate staff compensation • Provide information regarding performance management and other workplace issues
Training and Development (Organizational Development Services) • Offers professional and leadership development workshops • Assists departments with strategic planning, goal setting and process improvements • Facilitates departmental retreats, meetings and projects • Provides new employee orientation
2
SECTION 3 – HUMAN RESOURCE DEPARTMENT– SPECIFIC QUESTIONS
Agree
Neutral
Disagree
Strongly Disagree
1.
The staff in BENEFITS treats me with courtesy
5
4
3
2
1 NC
2.
The staff in COMPENSATION treats me with courtesy
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS treats me with courtesy
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION treats me with courtesy
5
4
3
2
1 NC
5.
The SERVICE TEAM staff treats me with courtesy
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT treats me with courtesy
5
4
3
2
1 NC
No Contact
Strongly Agree
Please circle one answer for each of the following questions. If you select 'disagree' or 'strongly disagree' for any of the following questions, please use the text box to provide an explanation.
TREATS ME WITH COURTESY
IS KNOWLEDGEABLE 1.
The staff in BENEFITS is knowledgeable
5
4
3
2
1 NC
2.
The staff in COMPENSATION is knowledgeable
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS is knowledgeable
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION is 5 knowledgeable
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Agree
Neutral
Disagree
Strongly Disagree
The SERVICE TEAM is knowledgeable
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT is knowledgeable
5
4
3
2
1 NC
No Contact
Strongly Agree
5.
PROVIDES ACCURATE INFORMATION 1.
The staff in BENEFITS provides accurate information
5
4
3
2
1 NC
2.
The staff in COMPENSATION provides accurate information
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS provides accurate information
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION provides accurate information
5
4
3
2
1 NC
5.
The SERVICE TEAM provides accurate information
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT provides accurate I 5 information
4
3
2
1 NC
WRITTEN MATERIALS ARE EASY TO UNDERSTAND 1.
The BENEFITS written materials are easy to understand
5
4
3
2
1 NC
2.
The COMPENSATION written materials are easy to understand
5
4
3
2
1 NC
3.
The EMPLOYEE RELATIONS written materials are easy to understand
5
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Neutral
Disagree
The EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION written materials are easy to understand
5
4
3
2
1 NC
5.
The SERVICE TEAM written materials are easy to understand
5
4
3
2
1 NC
6.
The TRAINING and DEVELOPMENT written materials are easy to understand
5
4
3
2
1 NC
No Contact
Agree
Strongly Disagree
Strongly Agree
4.
MAINTAINS CONFIDENTIALITY 1.
The staff in BENEFITS maintains confidentiality
5
4
3
2
1 NC
2.
The staff in COMPENSATION maintains confidentiality
5
4
3
2
1 NC
3.
The staff in EMPLOYEE RELATIONS maintains confidentiality
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION maintains confidentiality
5
4
3
2
1 NC
5.
The SERVICE TEAM maintains confidentiality
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT maintains confidentiality
5
4
3
2
1 NC
RESPONDS PROMPTLY TO REQUESTS FOR SERVICE 1.
The staff in BENEFITS responds promptly to requests for service
5
4
3
2
1 NC
2.
The staff in COMPENSATION responds promptly to reques ts for 5 service
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Neutral
Disagree
The staff in EMPLOYEE RELATIONS responds promptly to requests for service
5
4
3
2
1 NC
4.
The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION responds to requests for service
5
4
3
2
1 NC
5.
The SERVICE TEAM responds promptly to requests for service
5
4
3
2
1 NC
6.
The staff in TRAINING and DEVELOPMENT responds promptly to requests for service
5
4
3
2
1 NC
No Contact
Agree
Strongly Disagree
Strongly Agree
3.
PROVIDES CONSISTENT INFORMATION 1.
The staff in Benefits provides consistent information
5
4
3
2
1 NC
2.
The staff in Compensation provides consistent information
5
4
3
2
1 NC
3.
The staff in Employee Relations provides consistent information
5
4
3
2
1 NC
4.
The staff in Equal Opportunity/Affirmative Action provides consistent information
5
4
3
2
1 NC
5.
The Service Team staff provides consistent information
5
4
3
2
1 NC
6.
The staff in Training and Development provides consistent information
5
4
3
2
1 NC
Explain if DISAGREE or STRONGLY DISAGREE IS CIRCLED
Section 4 – OPEN-ENDED QUESTIONS The final section provides you with an opportunity to tell us anything not covered by the survey. Please provide no more than two (2) answers to each of the following: 1. What works?
2. What needs improvement?
3. Comments
Please fold on dotted line and staple below. Thank you. -------------------------------------------------------------------------------------------------------------------------------
RETURN TO: Customer Satisfaction Survey Division of Human Resources University of Utah c/o Thuy Nguyen 420 Wakara Way, Suite 105
CAMPUS MAIL
STAPLE HERE
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