California State University, Long Beach
Division of Administration & Finance
2006 Customer Satisfaction Survey
Prepared by DAF Quality Improvement Program
Explanation of Results
The Quality Improvement program tabulated all results. The following reports display results for discrete work units. Categories of "strongly agree" and "agree" were combined into a category labeled "agree." Similarly, categories of "strongly disagree" and "disagree" were combined into the singular response of "disagree."
Each response is rated using a color scheme determined by the DAF Management Team. Positive answers at 80% and above are indicated by green. Positive responses between 60% and 79.9% are indicated by yellow. Responses less than or equal to 59.9% are indicated by red. Up and down arrows have been added to indicate satisfaction rates for repeat 2005/2006 questions that have increased or decreased since the April 2005 survey. Grey colored cells denote 2005 questions not included in the 2006 survey.
The "% Sat" (meaning "Percent Satisfied") has also been broken out into relevant populations for further analysis. This includes Faculty and All Staff.
Responses soliciting "other" and open-ended comments were transcribed. Content analyses of these responses were conducted and categorized. The responses were compiled into separate reports for each discrete work unit.
Action Items
The links below detail Student, Faculty and Staff levels of satisfaction for the services listed. As a result of these surveys, select DAF units have created action plans to improve customer satisfaction. These action plans are included with the survey results on which they hope to improve.
