In order for the University to fulfill its mission of teaching, research and public service, we need to know what we are doing well and areas in which we can improve. A customer satisfaction survey, administered as part of the Transforming Administration Program (TAP), is the opportunity for faculty, staff and students to give feedback. Below are details on the survey and how the results will help our central administration units best support our academic efforts.

Who is conducting the survey?

To conduct the survey, we have contracted with the University of California San Diego’s Office of Organizational Performance Assessments (UCSD OPA). The UCSD team is a recognized leader in survey design and planning, with a proven, industry-standard approach. Since 2011, the team has completed similar work at their own campus, as well as for others including UC Irvine, UC Riverside, and Cal State University.

How will information be used?

This survey will:

  • Celebrate excellence by identifying stand-out core services offered by UW administrative units
  • Help units and leadership identify priorities for continuous improvement
  • Serve as a baseline for future surveys
  • Be research-based and repeatable
  • Provide a complete picture for measuring success across Central Administration units

How were services selected for review in this survey?

Each administrative unit was asked to list and describe the five core or most important services that unit provides to the UW.

Units were asked to exclude services where the only customers are within that unit (i.e. unit-level HR) and services that they provide to community partners outside of UW (i.e. those who aren’t faculty, staff, or students).

How were the questions developed?

A survey design team, with members from units across Central Administration, worked together to develop a set of general questions that could best highlight successes and opportunities within any unit’s services. By focusing on services, the team’s intent was to keep attention on the work each unit does for the university, rather than the unit’s stated role or structure.

Once the team had a draft in place, and had reviewed it with the TAP Team, the team compared its draft with questions from the survey vendor (UCSD), and used the vendor’s wording where possible, so that the UW could benchmark with, and learn lessons from, peer institutions in the future.

What if I don't see a service I'd like to rate?

The survey makes use of categories, service names and keywords to help you find the services that are important to you. If there is a particular service you would like to give feedback on that is not represented in the survey, please use the open-ended question at the end of the survey. 

Why survey again now?

The Provost feels that there is more to learn about how central administration is working with partners across the UW’s three campuses, so the TAP team is initiating a robust, repeatable, and systematic cycle of surveys of UW’s administrative units. These surveys seek to identify areas of excellence as well as opportunities for improvement and to establish a baseline to track trends over time.

Is my feedback confidential or anonymous?

This survey is confidential. By making the survey confidential, we can keep individuals from being identified as well as control who can access the survey and keep respondents from receiving reminder emails after they have already submitted their answers.

“Confidential” does not equate to “Anonymous.”  Anonymous means there is no way we can know who responded to which survey questions.  Confidential means that the vendor (UCSD) is technically able to identify the respondent but will NOT share that information with anyone, including the UW; your identity and your responses will remain private. 

Will there be any incentives to take the survey?


 Can I take the survey if I did not receive the invitation e-mail?

All students, faculty, staff should have received an invitation. Please check your clutter or spam folder, or your deleted items. Or, simply visit the webpage: (URL tbd)

When will the survey take place?

The survey will open in mid-January, and remain open until early February, 2019.

Who is eligible to take this survey?

All UW students, faculty and staff, and a random sampling of students are invited to take this survey.

How many services should I rate?

Please rate as many as you have time for and are comfortable rating—those services you interact with or make use of regularly. The more feedback you provide, the more useful the survey results will be.

Do not feel as if you must rate every service; some feedback is much better than none.

Hasn't UW done a tri-campus-wide survey recently?

Yes. in January 2017, the TAP Administrative Unit survey was conducted. And in June 2015, the TAP team conducted a broad survey on Central Administration. Its aim was to get a quick take on issues to help prioritize near-term efforts and resulted in a broad spectrum of targeted improvements to administrative services.  

What if I can’t finish the survey in one sitting?

If you cannot finish the survey all at once, you can return to it at a later time. Click the FINISH LATER button. Your responses will be saved from where you left off. Once you hit SUBMIT SURVEY, your survey has been submitted, and you cannot return to make any changes.

Who is considered a “customer” for this survey?  I consider myself a colleague, not a “customer.”

For the purposes of this survey, a "customer" is any stakeholder of the UW’s mission and success. Faculty, academic staff, administrative staff, and students are all customers of the services that are provided by central administrative units such as Building Services, UW Dining Retail Services, Admissions, Capital Projects, and more. Every individual on our three campuses has a personal stake in the mission and vision of the University.