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Customer Satifaction Survey: Selected ResultsThe 2006 customer satisfaction survey conducted for University of Washington Records Management Services, the first such survey for this Business Service- was conducted among one group of 239 customers. The following chart provides illustration of the total universe, the number of surveys completed in 2006, and the corresponding response rate for each.
Overall satisfaction with the experience provided by Records Management Services is high, with a mean rating of 5.80- rated on a 7-point scale where '1' means not at all satisfied and '7' means very satisfied.
Records Management Services customers, using a 7 point scale where 1 means not easy at all, and 7 means very easy, give Records Management Services high ratings, with an average of 6.04, on ease of working with Records Management Services.
Using a 7-point scale where 1 means not easy at all, and 7 means very easy, the majority (80%) of customers indicate that Records Management Services is easy to contact, a rating of a 6 or 7. Overall, customers report high average ratings (6.19).
Records Management Services offers a variety of services. All customers were asked to rate Records Management Services on eight identified areas of service: development of records retention schedules, consultation on files management, consultation on electronic records (scanning, imaging, database, email and the web), consultation on vital records (including disaster recovery), inactive records storage at the University Records Center (including retrieval and destruction), shredding of confidential records not stored in the University Records Center, assistance in recovery of damaged records, and assistance in complying with audits, public records requests, and litigation. Customers rate all but one service area high in importance, among the top rated are assistance in complying with audits, public records requests, and litigation, with a mean score of 6.53, and development of records retention schedules average rating of 6.28. Shredding of confidential records not stored in the University Records Center is perceived as the least important, comparatively, with an average rating of 5.71.
After rating the importance of services by Records Management Services, customers were asked to rate their satisfaction in the same areas. Satisfaction scores among customers are closely aligned with importance ratings, which are rated high in most areas. Assistance in complying with audits, public records requests, and litigation average of 6.29, is recognized as the measure in which customers are most satisfied. Customers indicate that shredding of confidential records not stored in the University Records Center, 5.58, is the measure in which they are least satisfied, comparatively.
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