Research Brief: Administrative Services Satisfaction Survey Spring 2011

RRN 274
Office of Prepared by
Research & Planning Michelle Riggs
Research Brief: Administrative Services Satisfaction Survey Spring 2011
Overview: As part of an ongoing effort to improve the efficiency and effectiveness of programs
and services at Crafton Hills College (CHC) and specifically to identify needed adjustments to
better facilitate education through Administrative Services (AS), the Interim Vice President
worked with the Office of Research and Planning (ORP) to develop and administer a
comprehensive Satisfaction Survey in spring 2011. All CHC managers, faculty, and staff were
invited by email to complete the on-line survey between May 16, 2011 and May 26, 2011. The
purpose of this brief is to examine the responses from the fifty-nine valid surveys received.
Summary of Findings:
Facilities Use (Table 2)
While most respondents indicated that they understand how to reserve a conference/
meeting room or other space on campus (Mean = 3.12), the ease of making the
reservation shows room for improvement (Mean = 2.70).
Custodial, Grounds, and Maintenance Operations (Table 3)
All respondents agreed or strongly agreed that the campus grounds are usually kept
clean (Mean = 3.67).
On the whole, respondents were less satisfied with the level of cleanliness provided by
custodial staff (Mean = 2.28).
Communications and Campus Business Office (Table 4)
Respondents were more likely to agree that their guests or callers are treated
professionally and courteously (Mean = 3.09), and less likely to agree that the
intercampus mail services meet their needs (Mean = 2.86).
Warehouse (Table 5)
Overall, respondents agreed that the services provided by the warehouse meet their
needs (Mean = 3.24).
Methodology: The survey consisted of one multiple-choice question to determine the

respondents primary function at CHC. Next, respondents were asked to rate their level of
agreement with twenty-three statements about Facilities Use, Custodial, Grounds,
Maintenance Operations, Communications, Campus Business Office, and the Warehouse on a
four-point scale (4 = Strongly Agree; 3 = Agree; 2 = Disagree; 1 = Strongly Disagree). In addition,
the survey gave respondents the opportunity to leave additional comments in an open-ended
format.
\\casper\depts\Research and Planning\Private\MRiggs\AdminServices2011\Satisfaction

MR 20110629 Final for Distribution 1
Sample: As illustrated in Table 1, 39% of the surveys received were from Classified/Confidential
Staff, while 37% of the respondents were Full-time faculty. A limitation is that only employees
with a district email account had access to this survey and no paper surveys were distributed.
The low response rate of 34% provides a limited level of statistical validity when it comes to
generalizing the results to the entire campus community. A larger sample size is needed to
increase the likelihood that these results accurately reflect the views of all CHC employees.
Table 1: Primary Function of Administrative Services Survey Respondent

Primary Function N %
Manager/Administrator 9 15.3
Classified/Confidential Staff 23 39.0
Full-time Faculty 22 37.3
Missing 5 8.5
Total 59 100.0
Tables 2 - 5 are organized by mean response in descending order. The N represents the total
number of responses to the question. Results were grouped to show the percentage of
employees who strongly agree/ agree and those who disagree / strongly disagree. All
related comments were removed to protect the identity of employees.
Table 2: Administrative Services Satisfaction Survey Facilities Use
Facilities Use Strongly Agree/ Disagree/ Mean

N Agree Strongly Disagree Response
I understand how to reserve a conference/
51 88% 12% 3.12
meeting room or other space on campus
The facilities web page provides useful
48 83% 17% 2.98
information
I am satisfied with the services provided by
49 67% 33% 2.82
the facilities use office
I am aware of the guidelines for scheduling a
conference/ meeting room or other space 52 64% 36% 2.71
on campus
It is easy for me to reserve a room/space 50 64% 36% 2.70

Table 3: Administrative Services Satisfaction Survey Custodial, Grounds, Maintenance Operations
Custodial, Grounds, Maintenance Operations Strongly Agree/ Disagree/ Mean

The campus grounds are usually kept clean 57 100% 0% 3.67
The grass, trees, bushes, and flowers appear
58 98% 2% 3.59
well cared for
Debris is cleared from walkways 58 97% 3% 3.53
Requests for room set-ups are completed to
41 90% 10% 3.12
my satisfaction
The on-line work order request from is useful 52 85% 15% 3.04
Campus facilities are maintained to ensure a
57 84% 16% 2.95
physically safe working environment
The maintenance department responds
57 74% 26% 2.93
promptly to my requests
Overall, the building(s) I work in is/are well
57 75% 25% 2.89
kept
The maintenance department is responsive to
46 72% 28% 2.80
my heating and cooling requests
Whiteboards and tables are cleaned to my
35 54% 46% 2.54
satisfaction
I am satisfied with the level of cleanliness
58 41% 59% 2.28
provided by custodial staff
Table 4: Administrative Services Satisfaction Survey Communications and Campus Business Office
Communications and Campus Business Office Strongly Agree/ Disagree/ Strongly Mean
N Agree Disagree Response
My guests or callers are treated professionally
46 91% 9% 3.09
and courteously
I understand the functions of the campus
56 75% 25% 2.98
business office
56 77% 23% 2.86
The intercampus mail services meet my needs
Incoming calls are efficiently and correctly
49 75% 25% 2.86
routed to me
Table 5: Administrative Services Satisfaction Survey - Warehouse
Warehouse Strongly Agree/ Disagree/ Mean

The services provided by the warehouse meet
45 91% 9% 3.24
my needs
I am aware that any package signed for must
49 94% 6% 3.20
be delivered to the maintenance pad
Deliveries are made to me in a timely manner 51 92% 8% 3.20


Research Brief: Administrative Services Satisfaction Survey Spring 2011

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Research Brief: Administrative Services Satisfaction Survey Spring 2011

Uploaded by

RRN 274

Research Brief: Administrative Services Satisfaction Survey Spring 2011

Methodology: The survey consisted of one multiple-choice question to determine the

\\casper\depts\Research and Planning\Private\MRiggs\AdminServices2011\Satisfaction

Table 1: Primary Function of Administrative Services Survey Respondent

Table 2: Administrative Services Satisfaction Survey Facilities Use

Facilities Use Strongly Agree/ Disagree/ Mean

\\casper\depts\Research and Planning\Private\MRiggs\AdminServices2011\Satisfaction

Custodial, Grounds, Maintenance Operations Strongly Agree/ Disagree/ Mean

Table 5: Administrative Services Satisfaction Survey - Warehouse

Warehouse Strongly Agree/ Disagree/ Mean

\\casper\depts\Research and Planning\Private\MRiggs\AdminServices2011\Satisfaction

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