Nine service attributes for 30 service functions are measured by the faculty and staff survey. The student survey measures a variety of attributes for eight support services. A technology survey of students, faculty, and staff measures overall campus aspects of the innovation and learning perspective, such as use of technology, understanding of campus systems, and effectiveness of training programs. Customer satisfaction is important at the university, and participation in the satisfaction surveys is high each year. Campus staff who are involved with administrative transactions in academic and administrative departments, along with a random sample of supervisory faculty, are surveyed on their perceptions of the campus support services.
Functions receiving marginal and low satisfaction scores require improvement action plans.
The customer satisfaction survey uses a five-point Likert scale. UCSD interprets a score of three as marginal. All negative gaps need to be analyzed for underlying causes and addressed with action plans and a forecast of when the scores can be expected to improve. Rather than having internal staff develop the customer satisfaction measurement instrument, an external market research consultant was brought in to work with customer focus groups to ensure objectivity and validity of survey questions. Staff within the central campus business units are asked to evaluate working relationships, teamwork, appreciation for diversity, decision making, training, development opportunities, and other key characteristics of their work environment.