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SFS Customer Survey Results - All Staff Presentation

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Presentation to full staff of Student Fiscal Services of the University of Washington on the results of our 2008 annual customer satisfaction survey.

Presentation to full staff of Student Fiscal Services of the University of Washington on the results of our 2008 annual customer satisfaction survey.

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  • 1. All Staff PresentationOctober 28, 2008
    SFS Customer Service Survey2008 Results
    The Voice of the Customer
    Music Revival by Kevin MacLeod (incompetech.com) – Royalty Free
    Licensed under Creative Commons "Attribution 3.0" http://creativecommons.org/licenses/by/3.0/
  • 2. Our SurveyCh-ch-chaaaaanges…
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
    Before 2008:
    2008 and Beyond:
    • Same questions every year
    • 3. Response scales standardized
    • 4. Questions focus on “how are we doing?”
    • 5. In person and on-line survey questions the same
    • 6. Twelve standard questions of the same type every year
    • 7. Length is one-half a page
    • 8. Only one question repeated every year
    • 9. Response scales changed each year
    • 10. Questions covered more than just “how are we doing?”
    • 11. In person and on-line survey questions differed
    • 12. Number and type of questions varied year to year
    • 13. Length was one 8.5” x 11” page
  • Who RespondedOur Customer Base…
    This year:
    1,263 responses received
    • 1,137 (90%) – Students
    • 14. 126 (10%) – Others
    • 15. 812 (64%) – In person
    • 16. 451 (36%) – On-line
    Last year:
    867 responses received
    • 835 (96%) – Students
    • 17. 32 (4%) – Others
    • 18. 565 (65%) – In person
    • 19. 302 (35%) – On-line
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 20. Who RespondedResponse Representation by Group…
    This year:
    • 130 (10%) - Freshman
    • 21. 320 (25%) - Sophomore
    • 22. 283 (22%) - Junior
    • 23. 241 (20%) - Senior
    • 24. 163 (12%) - Graduate
    • 25. 126 (10%) - Others
    Last year:
    • 104 (12%) - Freshman
    • 26. 97 (11%) - Sophomore
    • 27. 225 (26%) - Junior
    • 28. 220 (25%) - Senior
    • 29. 189 (22%) - Graduate
    • 30. 32 (4%) - Others
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 31. When They RespondedTiming is Everything…
    Survey ran from: March 13th to May 27th, 2008
    • 96% of “In person” surveys completed before 4/18/2008
    • 32. 99% of “On-line” surveys completed after 4/18/2008
    Poor online response rate:
    Random sampling of email
    addressees selected for
    targeted surveyparticipation
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 33. What They Responded“Overall Satisfaction” – Current Year
    6.22
    Even though only 1/3 of the total responses,
    the on-line ratings significantly lowered the customer’s overall rating of our service
    4.75
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 34. What They Responded“Overall Satisfaction” – Compared to Past Years
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 35. What They RespondedHow are we doing… in person?
    Q1: Written communication I receive from SFS is clear and accurate
    Q2: When I visit SFS in person, the staff is knowledgeable about my inquiry
    Q3: When I visit SFS in person, the staff is helpful and friendly
    Q4: My transactions are processed efficiently and accurately
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 36. What They RespondedHow are we doing… on-line?
    Q1: When SFS sends me email messages, they are clear and accurate
    Q2: When I initiate Live Chat, Email, etc., staff is knowledgeable about my inquiry
    Q3: When I initiate Live Chat, Email, etc., Staff is helpful and friendly
    Q4: Web transactions are processed efficiently and accurately
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 37. What They RespondedTone of Comments
    120 Written Comments Received – 112 (88%) from on-line surveys
    • 71 (55%) Negative
    • 38. 22 (17%) Neutral
    • 39. 35 (27%) Positive
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 40. What They RespondedTheir Own Words….
    “I don't recall using the Student Fiscal Services online or in-person. I did phone in information though and that was a good experience.”
    “When I get emails, I always have to email back questions because its not clear enough and I have a lot of questions. ..”
    “I have not been in person…, but online and emails are very helpful and accurate.”
    “I did not have too many dealings directly with SFS, but when I did they were mostly very efficient…”
    “There are times that the web service has an “error”… I am left wondering if my transaction went through...”
    “I only had an online experience ,so that's why the other answers are neutral.”
    “It feels like a waste of staff time to have the "greeter" encouraging us to deposit in the outside box…”
    “When I pay my bill I should be able to pay with a debit or credit card (in person)!”
    “Web updates of transactions (on MyUW) need to be processed faster…”
    “E-mail communication has been so slow as to be prohibitive...”
    “Quick and efficient in person. I’ve never dealt with SFS before.”
    “I’m actually not too familiar with the services offered.”
    “Very nice cashier.”
    “I absolutely LOVE the live chat with SFS....”
    “No improvements necessary.”
    “My experience has been wonderful. I do not have one single negative experience to report.
    “Employees are always patient and reassuring and not at all condescending. I appreciate that.”
    “I can't mail checks anymore, because they take to long to process… (my) check wasn't processed until well after the due date.”
    “I wish credit card transactions could be processed online without the prohibitive fee.”
    “Phone interactions are less friendly and helpful than other mediums of communication...”
    “UW's fiscal/administrative services are way friendlier and more helpful than a couple of other universities I've talked to.”
    “Greeting the lines are prohibitive in terms of doing transaction in person.…”
    “Better communication about enrollment/registration holds needed. Otherwise, SFS has been great!”
    “No waiting in line is awesome”
    “The internet fee for processing is outrageous. You should look into getting a new provider.”
    “Honestly, I'm not sure what Student Fiscal Services is or what they do.”
    “The line is crazy all the time. Hire more people.”
    “I don't know who to contact when I have fiscal questions regarding a particular problem…”
    “I think it is fine as it is.”
    “ I've never had to deal with SFS other than paying my bill online…”
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 41. How We’ve ChangedOur Response to Customer Feedback
    Following an analysis and review of the survey results, we have:
    • Reviewed Customer Service Standards
    • 42. Responded more proactively to customers waiting in line
    • 43. Distributed Web Check flyers to students making counter payments
    • 44. Increased monitoring of Live Chat and Phone queue
    • 45. Implemented a morning and evening check of Right Now emails
    • 46. Developed and displayed an automated informational lobby “slide show” for customers visiting Schmitz 170
    • 47. Created a new Customer Comment card aligned with the “overall satisfaction” measure from the survey
    • 48. Implemented a review of lockbox checks before sending to the bank
    • 49. Encouraged displays of Husky Pride with lobby decorating and staff dressing in purple and gold
    More to Come . . .
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008
  • 50. .
    Thank You!What We Do or Don’t, Impacts Our Customers
    Did this make sense?
    Any questions?
    Any comments?
    Are we confused?
    Your observations?
    A penny for your thoughts…?
    Student Fiscal Services SFS Customer Service Survey 2008 Results
    Financial Management The Voice of the Customer
    University of Washington October, 2008