Michigan State University Human Resources

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1 MSU Human Resources Customer Experience Survey 2013 Survey of MSU Faculty & Staff Summary Report prepared by Michigan State University Human Resources March 2014 Survey conducted by Office for Survey Research

2 Survey Background In summer 2013, the Assistant Vice President of Human Resources decided it would be helpful to assess how well MSU Human Resources (HR) is performing its functions in assisting MSU faculty and staff, and to gauge the current customer experience. This survey was intended to gauge HR s current status in the areas of accessibility, consistency, accuracy and effectiveness, and to develop a baseline where HR can measure the progress of their reorganization and transformation of services. The 2013 HR Customer Experience Survey conducted by the Office for Survey Research was designed to be primarily a web survey of all MSU faculty and staff. The questions included in the survey were developed by HR staff working with staff of the Office for Survey Research. All benefitseligible employees were invited to participate. Initial invitations were sent out on September 16 and data collection concluded on October 29. Up to four reminder s or postcards were sent out to non-responders. Altogether, 3,568 of 10,841 MSU employees completed the questionnaire via the web (including 119 that were partially complete but sufficiently so as to be usable) and 38 employees via a paper version for a total of 3,606, or 33.3% of all employees. The questionnaire was divided into five sections. The initial section focused on the respondent s contacts with HR in general, with a more detailed set of questions regarding the respondent s contact experiences with up to two of the six primary service areas (Benefits, Employee Relations, Enterprise Business Systems (EBS), Family Resource Center, Organization and Employee Development, and Staffing Services) with which the respondent reported having had contact in the past year. Section two focused on the respondent s communication preferences, the usefulness of the HR newsletter, the respondent s use, the respondent s evaluation of the HR website, and how HR might be more effective at providing information. Section three was limited to those employees who have responsibilities as a college, unit or departmental HR representative. The fourth section was limited to those respondents who have been hired in the previous two years and focused on the utility of job posting venues, the length of the hiring process, and the respondent s impressions of new employee orientation programs. Finally, section five contained questions on the demographic and employment background of the respondents. For analysis purposes, employees were grouped into six categories: Labor, CTs, Supervisors, Professionals, Academic Staff, and Faculty. Also, the data file was weighted to ensure that the proportions of the employee groups in the sample of respondents matched those in the total population of MSU employees. The Office for Survey Research provided a full report of their findings to MSU HR in January MSU HR put together the following summary report document. This summary report highlights some key findings across the various sections of the survey that may be of most interest to MSU faculty and staff. Most responses are combined across the HR services areas or across employee types for easier viewing. 2

3 Headlines 3,606 faculty and staff responded to the survey 94.7% Website = Most frequently used channel to access HR 94.7% had a direct contact with HR in the past year Perception of HR: HR provides accurate information: 3.99 out of 5 HR provides consistent information: 3.80 out of 5 HR effectively communicates information: 3.79 out of % = most effective way for HR to communicate with faculty and staff 76.0% read s from HR all or most of the time HR Response Time: 85.3% questions answered within 24 hours, by phone or in person 84.0% questions answered within 2 days, by 82.1% Benefits = most frequently contacted HR service area 82.1% of faculty and staff contacted them in the past year 3

4 Survey Response When you need information or assistance in an HR service area, which one of the following sources do you use most often? HR website 43.4 HR staff 21.8 EBS 17.0 College, unit, or dept. HR representative 10.1 Other MSU employee 4.1 Direct supervisor 2.5 Other source 1.1 In the past 12 months, have you contacted an HR service area/employee, accessed the HR website, or contacted your supervisor or your college/dept/unit HR representative to get information about each of the following HR service areas? Benefits 82.1 EBS 63.5 Staffing Services 35.9 Organizational/Employee Development 32.4 Employee Relations 19.1 Family Resource Center 11.2 Thinking of all the interactions you ve had with HR since the beginning of your career, the best customer service you ve received was... In person 35.1 By phone 33.8 By Only used HR website, my supervisor or college/dept/unit HR rep for information/assistance 11.9 Thinking of all the interactions you ve had with HR since the beginning of your career, indicate the extent you agree or disagree with the following statements: Staff are friendly and collaborative 4.13 Maintains confidentiality 4.07 Provides accurate information 3.99 Strives to provide high quality service 3.97 Provides the information I need when requested in a timely manner 3.95 Provides consistent information 3.80 Are easily accessible when I have questions or need assistance 3.74 How did you determine which HR service area to contact? (check all that apply) % Previous interaction with HR service area 47.4 HR website 40.7 Other (other MSU employee, main service area phone number, HR Source newsletter, etc.) 24.5 Previous interaction with specific HR employee 18.0 % in Past Year % Yes % 5-point Scale 4

5 How easy or difficult was it for you to find the information you needed in order to contact a particular service area? Very easy 25.9 Easy 47.4 Neutral 18.3 Difficult 6.8 Very difficult 1.6 Was your question or issue resolved? % Yes 94.9 No 5.1 % To what extent do you rely on the following communication methods to get the information you need about Human Resources at MSU? HR website messages 3.10 HR Source newsletter 2.49 Your direct supervisor 1.97 How interested are you in receiving the following types of information from HR? (3 = very interested; 1 = not interested) Benefits and pay information 2.73 Employee discounts and resources 2.58 Retirement information 2.42 Policy and procedural updates 2.40 Training and professional development opportunities 2.38 Health and wellness 2.32 Job opportunities 2.05 How often do you read the s you receive from HR? % All of the time 39.1 Most of the time 36.9 Some of the time 16.5 Rarely/never 7.6 Which are the three most effective ways for HR to communicate with you? % messages 86.6 HR website 68.4 HR Source newsletter 49.3 College/unit/department HR representative point Scale 3-point Scale 5

6 Survey Response When was the last time you visited the MSU HR website for informational purposes other than using EBS (i.e., reporting time, completing open enrollment) Within the past month 57.7 Within the past 3 months 17.4 Within the past 6 months 9.5 Over 6 months ago/never 15.5 To what extent do you agree or disagree with the following statements about the HR website? The words in the content are appropriate for me (e.g., commonly used language) 3.82 The content is accurate 3.81 The content is well written and informative 3.68 The words on the navigation links are sensible and helpful 3.58 The overall appearance of the website is pleasing to look at 3.56 The overall structure of the website is logical 3.45 I can easily locate the information I am looking for 3.26 % 5-point Scale Were you initially hired by MSU in the past two years? Yes 17.6 If yes, how did you learn about your current position? (check all that apply) % MSU job postings 39.3 Current MSU employee 36.9 Other 20.5 Academic publication or listserv 12.0 If you attended a new hire orientation through HR, please indicate to what extent you agree or disagree with the following statements: The orientation program I attended was well organized 3.89 The information presented during the orientation was relevant to my position 3.65 I was able to easily enroll in the benefits of my choosing 3.53 I felt all my questions regarding MSU policies and procedures for new employees were fully answered % Responding Yes 5-point Scale 3.54 Which are the three most effective ways for HR to receive feedback from you? % Yearly employee surveys 67.1 Brief customer use surveys after contact with HR service area 41.1 Through your direct supervisor

7 Data Dashboard The survey asked what source a person used most frequently to obtain HR information. The chart below shows that HR s website is the primary source: The survey asked about response time for questions or issues. The charts below show response time across phone, and in-person methods, across all HR service areas: By Phone Within 48 Hours Within 24 Hours During Call 62.1% 91.4% 83.9% 0% 20% 40% 60% 80% 100% In Person The following* is a breakdown by service area of survey respondents most recent contact with HR: Family Resource Center 4% Staffing Services 18% Service Area Volume Benefits 55% Within 48 hours 93.5% Within 24 hours 90.1% During Visit 79.7% 0% 20% 40% 60% 80% 100% By Within 3-4 Days 92.0% Organizational/ Employee Development 16% Employee Relations 8% The following are evaluation scores of respondents most recent contact with HR: Within 1-2 Days 84.0% Same Day 34.3% 0% 20% 40% 60% 80% 100% * This graph does not include the EBS service area. The reported contacts with HR through EBS appeared to be substantially inflated as many respondents included their accessing EBS to log their leave time or to process forms in their answer, rather than just for inquiries of HR as was intended by the question. 7

8 Human Resources will: Use this data as we determine where to focus our initial and future improvement efforts Use this data as a baseline for measuring the success and effectiveness of our reorganization Complete a follow-up survey after our reorganization is complete and the new service delivery model is functional Remain committed to our core values, including service Build a Solutions Center to improve accessibility, responsiveness, consistency, accuracy and effectiveness by offering a single point of contact for the majority of HR questions Pursue hardworking excellence in all that we do to build a culture of high performance About MSU Human Resources Mission Statement Our mission is to support the university s strategic imperatives by anticipating and meeting the needs of a changing workforce through high-quality, innovative services designed to advance a culture of high performance. Core Values Accountability Effective Communication Inclusion/Input Recognition Service hr.msu.edu MSU is an affirmative-action, equal-opportunity employer.

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