Administration is committed to delivering excellent customer service. To ensure that the division is meeting client’s expectations and making continuous process improvements, all departments are required to ask their customers for feedback. Scores are provided to our clients on a 0 to 100 satisfaction index.
UCLA Administration’s customer focused metrics ensure accountability. We include an overall experience question on all surveys to provide a standardized metric, while allowing individual areas to retain the ability to ask other service related questions. We encourage utilizing the following five Customer Satisfaction dimensions when constructing surveys with your OED consultant:
- Tangibles: Appearance of physical facilities, equipment, printed or visual materials
- Courtesy: Courtesy of personnel
- Responsiveness/Timeliness: Willingness to help customers and provide prompt service
- Reliability: Ability to perform promised services dependably and accurately
- Access: Ease of accessing service or contacting service provider
The customer satisfaction data are analyzed and reported annually on the Customer Service Metric of the Annual Report. The following are some useful resources to get you started:
Please contact your OED People Research and Performance Consultant for assistance:
Joanne Chang at jchang@oed.ucla.edu
Christopher DeMaci at cdemaci@oed.ucla.edu
