Improved Services Survey
The level of client services provided by Monash HR, eSolutions and Finance are going from strength to strength, according to a pair of surveys recently conducted as part of Monash Futures.
The Improved Services Client Satisfaction Survey (ISCSS), which went out to 4,500 randomly selected staff members, and the Improved Services Senior Managers Survey (ISSMS), which was distributed to 301 senior managers, recorded widespread improvements in overall levels of satisfaction.
Monash HR, Finance Procurement to Payment Services and Finance Research and Revenue Accounting Services all received 82 per cent favourable responses, a year-on-year increase of four percentage points for HR, nine percentage points for Procure to Payment Services and a slight slip of one percentage points for Finance Research and Revenue Accounting. eSolutions recorded an approval rating of 78 per cent, up two percentage points from 76 per cent last year.
Senior managers gave similar responses. Monash HR received 84 per cent favourable responses, up from 80 per cent last year. Finance improved 2 percentage points, from 71 per cent to 73 per cent. eSolutions recorded a slight drop, from 75 per cent positive responses to 72 per cent.
The survey is primarily a diagnostic tool to allow the three portfolios to pinpoint areas for possible improvement. The qualitative feedback sections of the survey highlighted a range of areas where clients felt the service could be better. That information has been used to develop action plans for 2014.
“This is the third year we have undertaken the survey, which means the information is becoming more useful as it enables us to see trends over time and assess the effectiveness of measures undertaken to improve service in previous years,” said Project Manager Marc Schonhardt, who was responsible for administering the survey.
The detailed results and action plans drawn up using the survey data can be viewed at the Annual Customer Satisfaction Survey page.