Human Resources
Customer Service Survey 2005

All information obtained will be held confidential and will only be used to improve the quality of services provided by the Human Resources Department. In your assessment, please base your responses on your personal and professional contact with the department from July 2004 to May 2005.
   
GENERAL IMPRESSIONS  
   
Please rate your overall impression of the following:  
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
1.
 Quality of Customer Service provided by HR
 
2.
 Effective communication of personnel policies and procedures
 
3.
 Changes in personnel policies and procedures are communicated effectively
 
4.
 If you have been involved in an employee relations issue (i.e., grievance, complaints, disciplinary action, etc.), the process was effective.
           
PAYROLL SERVICES  
   
Please rate the following customer service attributes as they pertain to the Payroll Services section of Human Resources.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
5.
 Overall customer service
6.
 Payroll services staff are knowledgeable.
7.
 Payroll services staff are professional.
8.
 Payroll services staff are responsive.
     
Please rate your experience with the following statements related to Payroll Services.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
9.
 Messages (phone/email) are returned in a reasonable time.
10.
 Payroll Services staff are helpful in handling pay-related issues.
11.
 Payroll Services staff handle questions, concerns, or problems in a timely manner.
12.
 My bi-weekly paychecks are accurate.
     
13.
 How many years have you been employed at UCF?
  Less than 1 year (GO TO QUESTION 14)
1 - 5 years (SKIP TO QUESTION 15)
6 - 10 years (SKIP TO QUESTION 15)
11 - 15 years (SKIP TO QUESTION 15)
16 - 20 years (SKIP TO QUESTION 15)
More than 20 years (SKIP TO QUESTION 15)
   
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
14.
 As a new employee, my payroll sign-in experience was positive.
 
15.
 Payroll Services provides employment verification information in a timely manner.
 
16.
 Payroll Services staff are helpful with issues regarding leave time (sick, annual, etc.).
 
17.
 During the initial hiring process of non-resident alien personnel, Payroll Services provides adequate support.
 
18.
 After the hiring of non-resident alien personnel, Payroll Services provides adequate continuing support of the employment process.
 
     
EMPLOYMENT  
   
Please rate the following customer service attributes as they pertain to the Employment section of Human Resources.
           
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
19.
 Overall customer service
20.
 Employment staff are knowledgeable.
21.
 Employment staff are professional.
22.
 Employment staff are responsive.
     
Please rate your experience with the following statements related to Employment.
           
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
23.
 Messages (phone/email) are returned in a reasonable time.
24.
 Employment staff are helpful with issues related to the USPS hiring process.
25.
 Employment staff handle questions, concerns, or problems in a timely manner.
26.
 Employment staff are efficient in posting job opportunities.
27.
 Employment staff effectively manage the hiring package process steps that occur in Human Resources.
     
OFFICE OF ORGANIZATION DEVELOPMENT AND TRAINING  
   
Please rate the following customer service attributes as they pertain to the Office of Organization Development and Training in the Human Resources department.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
28.
 Overall customer service
29.
 Organization Development and Training staff are knowledgeable.
30.
 Organization Development and Training staff are professional.
31.
 Organization Development and Training staff are responsive .
32.
 Organization Development and Training staff handle questions, concerns, or problems in a timely manner.
33.
 Organization Development and Training effectively communicates which programs are available and when.
34.
 The types of topics and workshops offered by training are useful and appropriate.
35.
 Organization Development and Training staff effectively manage the Employee Suggestion Awards Programs.
     
 BENEFITS  
   
Please rate the following customer service attributes as they pertain to the Benefits section of Human Resources.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
36.
 Overall customer service
37.
 Benefits staff are knowledgeable.
38.
 Benefits staff are professional.
39.
 Benefits staff are responsive.
     
Please rate your experience with the following statements related to Benefits.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
Was not hired
in past 12 months
40.
 If you were hired within the past 12 months, as a new employee, your benefits sign-in experience was positive.
41.
 Benefits staff handle questions, concerns or problems in a timely manner.
 
42.
 Benefits staff accurately inform employees about their benefits.
 
43.
 Benefits staff provide easy to understand benefits information.
 
44.
 The Benefits Fair is an effective way to learn about the benefits offered each year.
 
45.
 Benefits staff effectively communicate retirement information to employees through announcements and seminars.
 
46.
 Benefits staff appropriately refer employees to other departments and agencies when necessary.
 
 
 COMPENSATION  
 
Please rate the following customer service attributes as they pertain to the Compensation section of Human Resources.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
47.
 Overall customer service
48.
 Compensation staff are knowledgeable.
49.
 Compensation staff are professional.
50.
 Compensation staff are responsive.
 
Please rate your experience with the following statements related to Compensation.
     
   
Above
Satisfactory
Satisfactory
Below
Satisfactory
No interaction/
Can not rate
51.
 Compensation staff are effective in handling questions, concerns, or problems in a timely manner.
52.
 Compensation staff are effective in addressing class specification and pay plan issues.
53.
 Compensation staff are effective in processing A&P new hire or appointment packages.
54.
 Compensation staff are effective in processing the establishment of a new position.
55.
 Compensation staff are effective in processing the reclassification of a position.
           
DEMOGRAPHIC INFORMATION  
   
Please provide the following information which is needed to analyze this survey data.
     
56.
 At what UCF campus are you primarily based?
Downtown Center Brevard Campus
Orlando (Main Campus) Daytona Campus
South Orlando Center Other (PLEASE SPECIFY)
 
  
57.
 In what college or unit do you work?
 
Burnett College of Biomedical Sciences  
College of Arts & Sciences Administration and Finance
College of Business Administration President’s Division
College of Education University Relations
College of Engineering & Computer Science Academic Affairs
College of Health & Public Affairs Other (PLEASE SPECIFY)
College of Optics and Photonics  
Burnett Honors College  
Rosen College of Hospitality Management  
     
58.
 What is your current employment status at UCF?
Faculty
USPS
A & P
OPS
Other
 
  
59.
 Please indicate your gender.
 
 Male
 
 Female
 
  
60.
 How frequently do you use the Human Resources web site?
Daily
Weekly
Monthly
Once a semester or less
Never 		 
     
     
Thank you for taking the time to complete this survey!

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12424 Research Parkway, Suite 225, Orlando, FL 32826-3207 Phone: (407) 882-0275 E-mail: oeas@mail.ucf.edu