UNIVERSITY OF UTAH

DIVISION OF HUMAN RESOURCES

CUSTOMER
SATISFACTION
ASSESSMENT
SURVEY
October 18th – 29th, 2004
Thank you for taking time to complete our survey. The goal of this survey is to obtain feedback from you that
will help us to provide better service from each of the departments within the Division of Human Resources.
Your feedback is very important to us as we endeavor to better serve you, our customers.

The survey is divided into four sections:

1. Demographic (Background) Information

2. Summary of Functions--Human Resource (HR) Departments
3. Human Resource Department-Specific Questions
4. Open-ended questions.

SECTION 1—DEMOGRAPHIC (BACKGROUND) INFORMATION

This section provides information that allows us to identify the impact of Human Resource services on different groups
within the University Community. Please answer the following questions about yourself. When there are multiple
answers for one question that are accurate, choose the one that best applies.

1. I am 6. Number of hours worked per week?

A. Faculty A. Less than 20 (Not Benefits Eligible)

B. Staff B. 20 or greater (Benefits Eligible)
C. Other (Please explain)
___________________
2. I am a

A. Payroll Reporter 7. I have the following years of service at the

B. Supervisor/Manager University of Utah: (please circle one)
C. Administrator
D. None of the Above A. Less than 1 year
B. 1 to 5 years
C. 6 to 10 years
3. I am a D. 11 to 20 years
E. More than 20 years
A. Hospital/Clinics Employee
B. Other Health Sciences Employee
(faculty or staff) 8. On average, how often do you contact Human
C. Campus Employee (faculty or staff) Resource services at the University? (please
circle one)

4. Gender A. Never
B. Weekly
A. Male C. Monthly
B. Female D. Quarterly
E. Yearly

5. Race

A. Asian/Pacific Islander
B. Black
C. Caucasian
D. Hispanic
E. Native American/Alaskan Native
SECTION 2 – SUMMARY OF HR DEPARTMENTAL FUNCTIONS
The following section provides a brief summary of the functional departments of Human Resources. Please read
each of these department descriptions before answering the questions on the following pages.

Benefits Department
• Coordinates enrollment in University benefit plans
• Organizes open enrollment, when employees can make changes to their benefits
• Assists employees with benefits concerns, including those resulting from life changes
• Provides education regarding benefits options and issues
• Ensures the University’s benefits plans and practices are in legal compliance

The Employee Relations Department

• Serves as a resource to supervisors considering disciplinary action
• Assists employees in understanding their rights and responsibilities
• Works with supervisors and employees to resolve issues that disrupt the workplace
• Administers the employee grievance process

The Equal Opportunity and Affirmative Action Department (EO/AA)

• Investigates allegations of illegal discrimination and sexual harassment for the entire
• campus community.
• Administers the hearing process for individuals appealing a finding by the EO/AA.
• Processes faculty and staff requests for accommodations under the Americans with
• Disabilities Act (ADA).
• Conducts training sessions for faculty, staff and students regarding the University’s
• ADA, non-discrimination and sexual harassment policies and procedures.
• Prepares diversity reports, including the University’s Affirmative Action Program
• (AAP).

Compensation Department
• Ensures that employees are assigned to appropriate job classifications
• Evaluates employee salaries based on internal equity and the external job market.

Service Teams
• Central contact point for all Human Resource issues
• Assist managers, employees and applicants with hiring and employment
• Help coordinate staff compensation
• Provide information regarding performance management and other workplace issues

Training and Development (Organizational Development Services)

• Offers professional and leadership development workshops
• Assists departments with strategic planning, goal setting and process improvements
• Facilitates departmental retreats, meetings and projects
• Provides new employee orientation

2
SECTION 3 – HUMAN RESOURCE DEPARTMENT– SPECIFIC QUESTIONS
Please circle one answer for each of the following questions. If you select 'disagree' or 'strongly
disagree' for any of the following questions, please use the text box to provide an explanation.

Strongly Disagree
Strongly Agree

No Contact
Disagree
Neutral
Explain if DISAGREE or

Agree
STRONGLY DISAGREE IS
CIRCLED
TREATS ME WITH COURTESY

1. The staff in BENEFITS treats me with courtesy 5 4 3 2 1 NC

2. The staff in COMPENSATION treats me with courtesy 5 4 3 2 1 NC

3. The staff in EMPLOYEE RELATIONS treats me with courtesy 5 4 3 2 1 NC

4. The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION 5 4 3 2 1 NC

treats me with courtesy

5. The SERVICE TEAM staff treats me with courtesy 5 4 3 2 1 NC

6. The staff in TRAINING and DEVELOPMENT treats me with 5 4 3 2 1 NC

courtesy

IS KNOWLEDGEABLE

1. The staff in BENEFITS is knowledgeable 5 4 3 2 1 NC

2. The staff in COMPENSATION is knowledgeable 5 4 3 2 1 NC

3. The staff in EMPLOYEE RELATIONS is knowledgeable 5 4 3 2 1 NC

4. The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION is 5 4 3 2 1 NC

knowledgeable
 Strongly Disagree
Strongly Agree

No Contact
Disagree
Neutral
Agree
Explain if DISAGREE or
STRONGLY DISAGREE IS
CIRCLED

5. The SERVICE TEAM is knowledgeable 5 4 3 2 1 NC

6. The staff in TRAINING and DEVELOPMENT is knowledgeable 5 4 3 2 1 NC

PROVIDES ACCURATE INFORMATION

1. The staff in BENEFITS provides accurate information 5 4 3 2 1 NC

2. The staff in COMPENSATION provides accurate information 5 4 3 2 1 NC

3. The staff in EMPLOYEE RELATIONS provides accurate 5 4 3 2 1 NC

information

4. The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION 5 4 3 2 1 NC

provides accurate information

5. The SERVICE TEAM provides accurate information 5 4 3 2 1 NC

6. The staff in TRAINING and DEVELOPMENT provides accurate I 5 4 3 2 1 NC

information

WRITTEN MATERIALS ARE EASY TO UNDERSTAND

1. The BENEFITS written materials are easy to understand 5 4 3 2 1 NC

2. The COMPENSATION written materials are easy to understand 5 4 3 2 1 NC

3. The EMPLOYEE RELATIONS written materials are easy to 5 4 3 2 1 NC

understand
 Strongly Disagree
Strongly Agree

No Contact
Disagree
Neutral
Agree
Explain if DISAGREE or
STRONGLY DISAGREE IS
CIRCLED

4. The EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION written 5 4 3 2 1 NC

materials are easy to understand

5. The SERVICE TEAM written materials are easy to understand 5 4 3 2 1 NC

6. The TRAINING and DEVELOPMENT written materials are easy 5 4 3 2 1 NC

to understand

MAINTAINS CONFIDENTIALITY

1. The staff in BENEFITS maintains confidentiality 5 4 3 2 1 NC

2. The staff in COMPENSATION maintains confidentiality 5 4 3 2 1 NC

3. The staff in EMPLOYEE RELATIONS maintains confidentiality 5 4 3 2 1 NC

4. The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION 5 4 3 2 1 NC

maintains confidentiality

5. The SERVICE TEAM maintains confidentiality 5 4 3 2 1 NC

6. The staff in TRAINING and DEVELOPMENT maintains 5 4 3 2 1 NC

confidentiality

RESPONDS PROMPTLY TO REQUESTS FOR SERVICE

1. The staff in BENEFITS responds promptly to requests for 5 4 3 2 1 NC

service

2. The staff in COMPENSATION responds promptly to reques ts for 5 4 3 2 1 NC

service
 Strongly Disagree
Strongly Agree

No Contact
Disagree
Neutral
Agree
Explain if DISAGREE or
STRONGLY DISAGREE IS
CIRCLED
3. The staff in EMPLOYEE RELATIONS responds promptly to 5 4 3 2 1 NC
requests for service

4. The staff in EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION 5 4 3 2 1 NC

responds to requests for service

5. The SERVICE TEAM responds promptly to requests for service 5 4 3 2 1 NC

6. The staff in TRAINING and DEVELOPMENT responds promptly 5 4 3 2 1 NC

to requests for service

PROVIDES CONSISTENT INFORMATION

1. The staff in Benefits provides consistent information 5 4 3 2 1 NC

2. The staff in Compensation provides consistent information 5 4 3 2 1 NC

3. The staff in Employee Relations provides consistent information 5 4 3 2 1 NC

4. The staff in Equal Opportunity/Affirmative Action provides 5 4 3 2 1 NC

consistent information

5. The Service Team staff provides consistent information 5 4 3 2 1 NC

6. The staff in Training and Development provides consistent 5 4 3 2 1 NC

information
Section 4 – OPEN-ENDED QUESTIONS
The final section provides you with an opportunity to tell us anything not covered by the survey.
Please provide no more than two (2) answers to each of the following:

1. What works?

2. What needs improvement?

3. Comments
 Please fold on dotted line and staple below. Thank you.
-------------------------------------------------------------------------------------------------------------------------------

RETURN TO:

Customer Satisfaction Survey

Division of Human Resources
University of Utah
c/o Thuy Nguyen
420 Wakara Way, Suite 105

CAMPUS MAIL

STAPLE HERE