The Administrative Coordination Team (ACT) is dedicated to collecting customer feedback as part of our continuous improvement efforts. This is done through feedback received through ACT’s website and via an annual survey conducted in the Spring. The target group for the survey is the staff and faculty that have used ServiceNow to submit a request in the previous 12 months, as well as the leadership groups served by ACT.
The survey has four areas of focus:
- ServiceNow Portal
- Accuracy (new with the 2018 survey)
- Customer Service
In addition to the annual survey, you can provide immediate feedback to ACT here.
2019 – The time period surveyed saw substantial growth in ACT. Services were expanded for the School of Social Sciences, Humanities & Arts, while the Provost’s Office, Health Sciences Research Institute and Sierra Nevada Research Institute were all brought on as new customers. Further, several experienced ACT employees were temporarily assigned to backfill staffing gaps in Procurement Services, School of Engineering and School of Natural Sciences, leaving ACT with a half dozen temporary employees to fill the void.
Overall Satisfaction Rating: 91.4%
2018 – The time period surveyed saw the first expansion of the ACT customer base since opening for service in 2015. The School of Social Sciences, Humanities & Arts began using ACT for purchasing needs, while the Office of Research & Economic Development started utilizing ACT for purchasing and travel requests. This is the first year that customer feedback was collected on the accuracy of the work that was being performed.
Overall Satisfaction Rating: 88.93%
2017 – This survey period encompassed the second full year of providing services to our customers. The focus throughout the year was on finding ways to improve what we had already been doing at a satisfactory level. (note: the way Somewhat Satisfied was presented on the survey caused confusion that resulted in some using it as an above satisfactory rating and some using it as a below satisfactory rating. For the purpose of this report, since it is very difficult to determine the difference, we identified all of these ratings as below satisfactory)
Overall Satisfaction Rating: 79.30%
2016 – The time period for this survey represents the first nine months of providing services to our customers. During this time, all ACT staff were in a transitional state of learning new processes for all of our transactions while becoming familiar with ServiceNow. The initial customers were the Chancellor’s Office, Division of Finance and Administration and the Division of Planning and Budget.
Overall Satisfaction Rating: 86.67%