| Overall Rating | Gold |
|---|---|
| Overall Score | 66.84 |
| Liaison | Stephanie Del Rosario |
| Submission Date | May 26, 2022 |
California State University, Fullerton
PA-13: Assessing Employee Satisfaction
| Status | Score | Responsible Party |
|---|---|---|
|
1.00 / 1.00 |
Stephanie
Del Rosario Sustainability Analyst Physical Plant |
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Has the institution conducted a survey or other evaluation that allows for anonymous feedback to measure employee satisfaction and engagement during the previous three years?:
Yes
Percentage of employees assessed, directly or by representative sample:
100
A brief description of the institution’s methodology for evaluating employee satisfaction and engagement:
With the goal of better serving the campus community, the division of Human Resources, Diversity and Inclusion (HRDI) launched the first annual Customer Satisfaction Survey in 2020. The survey was developed to assist all HRDI units in planning and prioritizing initiatives related to improving service, quality, and processes.
A brief description of the mechanism(s) by which the institution addresses issues raised by the evaluation:
With the confidential survey responses, departments are better able to understand the needs of their customers, and focus on enhancing customer service, shortening response times, and improving quality.
By identifying the strength and opportunity in each unit, HRDI can make the customer’s experience better and enhance the service quality in the more efficient and effective approach.
The survey evaluated the satisfaction level within HRDI units from four aspects including Quality of Service, Time of Completion, Responsiveness of Staff, and Professionalism of Staff. The survey also applied the Service Quality Measurement (SQM) models to quantify the improvement priority.
The survey also included the option for open-ended questions. Exploring the opinions and recommendation from the open-ended questions will create an open and interactive communication channel in broadening the comprehension of how HRDI performs, what HRDI can improve on and what matters from the customer’s expectation.
By identifying the strength and opportunity in each unit, HRDI can make the customer’s experience better and enhance the service quality in the more efficient and effective approach.
The survey evaluated the satisfaction level within HRDI units from four aspects including Quality of Service, Time of Completion, Responsiveness of Staff, and Professionalism of Staff. The survey also applied the Service Quality Measurement (SQM) models to quantify the improvement priority.
The survey also included the option for open-ended questions. Exploring the opinions and recommendation from the open-ended questions will create an open and interactive communication channel in broadening the comprehension of how HRDI performs, what HRDI can improve on and what matters from the customer’s expectation.
Optional Fields
Additional documentation to support the submission:
Data source(s) and notes about the submission:
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