California State University, Long Beach
Division of Administration & Finance
2008 Customer Satisfaction Survey
Prepared by DAF Quality Improvement Program
July 17, 2008
Explanation of Results
The 2008 Customer Satisfaction Survey was conducted online using the CSU QI Program's survey tool. An email was sent to the entire CSULB faculty and staff on April 15, 2008 inviting all to complete the online survey. The following reports display results for discrete work units. These results show the arithmetic mean. This is calculated by dividing the sum of the set of values for each question by the number of respondents per question, where Very Dissatisfied = 1, Dissatisfied = 2, Neutral = 3, Satisfied = 4, Very Satisfied = 5.
For example: (20 Very Dissat.X 1)+(20 Dissat.X 2)+(20 Neutral X 3)+(20 Sat.X 4)+(20 Very Sat.X 5)/(100 Respondents) = ((20)+(40)+(60)+(80)+(100))/(100 Respondents) = 3.0 mean score
Each mean score is rated using a color scheme established by the Administration and Finance Management Team. On a 5-point satisfaction scale, a mean score of 4.2 is comparable to 80% satisfaction and 3.4 as 60% satisfaction. As a result, mean scores of 4.2 and higher are colored GREEN. These “green” scores indicate that survey respondents are generally leaning toward "Satisfied." Mean scores between 3.4 and 4.19 are colored YELLOW. These “yellow” scores indicate that survey respondents are generally leaning toward "Neutral to Satisfied." Mean scores of 3.39 and lower are colored RED. These “red” scores indicate that survey respondents are generally leaning toward "Dissatisfied to Neutral."
Responses soliciting open-ended comments were transcribed. The comments were compiled into separate Microsoft Excel files for each discrete DAF functional department.
