| Results of 26 Questions | ||||||
| Prepared for: Karen Long, Karen Russell, & AP Customer Service Team | ||||||
| Prepared by: Thomas Phillips | ||||||
| File: H:\Tom's Projects\APCustomerSerivce\FinalReport2.xls | ||||||
| Percent of Respondents | ||||||
| Disagree | No Opinion | Agree | Total | |||
| No | Questions | |||||
| 1 | AP staff initiate timely communication with me when there are problems. | 41% | 12% | 46% | 100% | |
| 2 | AP staff provide accurate responses to my questions. | 19% | 17% | 64% | 100% | |
| 3 | AP staff provide timely response to my telephone/email requests. | 27% | 14% | 59% | 100% | |
| 4 | AP staff work effectively with Purchasing staff to resolve invoice discrepancies for my department. | 35% | 33% | 32% | 100% | |
| 5 | RIP (rapid invoice process) notices are received before payments are made. | 24% | 36% | 41% | 100% | |
| 6 | AP staff receive and process all check requests sent by my department | 17% | 24% | 59% | 100% | |
| 7 | Check requests are processed quickly | 26% | 24% | 50% | 100% | |
| 8 | Check requests are processed accurately | 10% | 22% | 68% | 100% | |
| 9 | Lost check requests are a problem for my unit | 50% | 35% | 16% | 100% | |
| 10 | All invoices sent to AP by vendors and my department are received and processed. | 40% | 19% | 41% | 100% | |
| 11 | Invoices are processed quickly | 42% | 17% | 41% | 100% | |
| 12 | Invoices are processed accurately | 17% | 18% | 65% | 100% | |
| 13 | Lost invoices are a problem for my unit | 36% | 27% | 38% | 100% | |
| 14 | Duplicate payments are a problem for my unit | 47% | 28% | 25% | 100% | |
| 15 | Credit memos are processed quickly | 12% | 69% | 18% | 100% | |
| 16 | Credit memos are processed accurately | 5% | 69% | 26% | 100% | |
| 17 | Payments to non-resident aliens are processed quickly and accurately | 13% | 68% | 19% | 100% | |
| 18 | Payments to foreign vendors are processed quickly and accurately | 14% | 68% | 17% | 100% | |
| 19 | The AP webpages clearly describe AP processes | 39% | 34% | 27% | 100% | |
| 20 | The AP webpages are easy to find and to navigate | 46% | 30% | 24% | 100% | |
| 21 | Training for campus unit staff new to AP processes is available and sufficient | 38% | 47% | 15% | 100% | |
| 22 | Information on university systems enables me to track my payments and manage my budgets adequately. | 42% | 17% | 41% | 100% | |
| 23 | Sufficient information about the status of invoice payments is easy to obtain when needed | 54% | 15% | 32% | 100% | |
| 24 | Sufficient information about the status of check request payments is easy to obtain when needed. | 46% | 30% | 23% | 100% | |
| 25 | Special payment instructions that I provide for specific transactions are followed. | 27% | 33% | 40% | 100% | |
| 26 | Sales tax and use tax rules are clear and taxes are correctly charged to my transactions. | 34% | 36% | 30% | 100% | |