Customer Satisfaction Survey 2010-11 · The 2010-11 Customer Satisfaction Survey (CSS) was administered online to all 444 central office and school-based administrators of Prince

Customer Satisfaction Survey

2010-11

Overall Report

August 2011

Prince William County Public Schools

Office of Accountability

Program Evaluation

2010-11 Customer Satisfaction Survey Number of Responses: 311 of 444 Response Rate: 70%

Prince William County Public Schools, Office of Accountability, Program Evaluation Page 1

Introduction

The 2010-11 Customer Satisfaction Survey (CSS) was administered online to all 444 central office and school-based administrators of

Prince William County Public Schools (PWCS) in June 2011. A total of 311 staff members responded to the CSS for a response rate of 70%.

The purpose of the survey is to determine level of satisfaction with central office services. The survey includes three consistent questions

across departments (responsiveness, level of customer service, and overall satisfaction). Questions are grouped by 14 departments. The

CSS is administered to measure the School Division’s progress toward PWCS Strategic Plan Goal 5, measure 5.4.1, which states “Each

year, at least 85 percent of customers will report being satisfied with the quality of department (supplier) services.” The previous target was

80%. School year 2010-11 is the first year for the 85% target. Results from the survey are reported to department leaders to inform

improvement efforts, as well as reported in the School Board Budget book to determine the extent central offices are meeting or exceeding

their “Central Office Performance Measures.” For 2010-11, 13 of the 14 departments met or exceeded the 85% target, with the overall

satisfaction rate for central office services at 92%.

In addition to the overall results, results are provided separately for central office and school-based administrators. This report contains four

sections:

1) Overall numeric results - includes results from all respondents for all departments, as well as a graphical representation of overall satisfaction rates.

2) Central office administrator results – includes numeric and open-ended responses about how overall central office services can be improved.

3) School-based administrator results – includes numeric and open-ended responses about how overall central office services can be improved.

4) Three-year comparison chart (2008-09, 2009-10, and 2010-11) – includes overall satisfaction rates for all departments.



Overall Satisfaction Percent Excellent and Good

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84.8 97.9 91.7 91.2 95.2 72.9 88.6 95.7 96.1 96.1 97.0 95.5 94.6 95.7

Excellent Good Fair Poor N % N % N % N %

Executive Administration (Superintendent’s Staff) Responsiveness of Executive Administration. 102 35.2 137 47.2 44 15.2 7 2.4 Level of customer service by Executive Administration. 102 35.2 150 51.7 32 11.0 6 2.1 Clear understanding of my job responsibilities. 134 45.6 119 40.5 38 12.9 3 1.0 Commitment to continuous improvement of instruction. 157 54.3 106 36.7 23 8.0 3 1.0 Clear articulation of the Strategic Plan goals. 130 44.5 130 44.5 28 9.6 4 1.4 Clear articulation of county initiatives and expectations to administrators. 112 37.8 136 45.9 41 13.9 7 2.4 Clear articulation of county initiatives and expectations to teachers. 92 34.8 117 44.3 48 18.2 7 2.7 The direction of the daily operations of PWCS. 106 35.7 152 51.2 33 11.1 6 2.0 Involvement of administrators in the decision-making process. 73 25.4 127 44.3 64 22.3 23 8.0 Implementation of laws, regulations, and policies in PWCS. 118 40.0 136 46.1 37 12.5 4 1.4 Overall satisfaction with Executive Administration. 102 34.3 150 50.5 39 13.1 6 2.0




Communication and Technology Services Communication Services Responsiveness of Communications Services staff. 133 47.5 137 48.9 8 2.9 2 .7 Level of customer service provided by Communications Services staff. 136 48.4 131 46.6 12 4.3 2 .7 Quality of publications (Division Leader, Communicator). 172 58.1 116 39.2 7 2.4 1 .3 Internal communications. 127 44.1 138 47.9 19 6.6 4 1.4 Community relations. 128 46.9 137 50.2 8 2.9 0 .0 Web services. 133 46.0 145 50.2 9 3.1 2 .7 Media Production Services. 144 54.1 118 44.4 3 1.1 1 .4 Legislative/government relations. 97 46.4 108 51.7 4 1.9 0 .0 Business partnerships. 100 43.5 120 52.2 9 3.9 1 .4 Education Foundation. 110 46.0 120 50.2 8 3.3 1 .4 Overall satisfaction with Communications Services. 125 44.2 152 53.7 6 2.1 0 .0

Information Technology Services Responsiveness of Information Technology Services staff. 102 35.2 144 49.7 31 10.7 13 4.5 Level of customer service provided by Information Technology Services staff. 108 37.1 148 50.9 24 8.2 11 3.8 Quality of on-site technical support. 124 43.1 132 45.8 19 6.6 13 4.5 Quality of Help Desk support. 131 46.5 137 48.6 8 2.8 6 2.1 Administrative application support. 96 37.9 136 53.8 18 7.1 3 1.2 Central data processing services (report cards, paychecks, network, security, etc.). 93 36.9 140 55.6 16 6.3 3 1.2 Quality of computer hardware. 85 29.7 170 59.4 26 9.1 5 1.7 Telecommunications (telephones). 100 34.5 153 52.8 25 8.6 12 4.1 Imaging Center (Offset printing and bindery services). 133 55.0 105 43.4 3 1.2 1 .4 Overall satisfaction with Information Technology Services. 104 36.0 161 55.7 17 5.9 7 2.4




Human Resources Responsiveness of Human Resources staff. 122 41.5 133 45.2 26 8.8 13 4.4 Level of customer service provided by Human Resources staff. 128 43.7 128 43.7 27 9.2 10 3.4 Overall satisfaction with new employees (hired during FY 2011). 108 40.0 150 55.6 10 3.7 2 .7 Administration of the employee compensation and benefits. 143 48.8 130 44.4 17 5.8 3 1.0 Administration of retirement services (including ROP). 108 50.7 100 46.9 5 2.3 0 .0 Management of employment and benefit records. 136 50.4 124 45.9 9 3.3 1 .4 Administration of classified personnel. 107 39.6 135 50.0 22 8.1 6 2.2 Administration of certificated personnel. 124 48.2 118 45.9 12 4.7 3 1.2 Recruitment of personnel. 103 39.6 129 49.6 22 8.5 6 2.3 Usefulness of assistance and consultation services (e.g., TEAM, AP Academy Training). 105 46.9 101 45.1 15 6.7 3 1.3

Quality of information presented. 97 46.4 102 48.8 8 3.8 2 1.0 Overall satisfaction with Human Resources. 113 38.4 155 52.7 21 7.1 5 1.7




Student Learning and Accountability Accountability Responsiveness of Accountability staff. 136 55.3 102 41.5 7 2.8 1 .4 Level of customer service provided by Accountability staff. 131 54.1 104 43.0 7 2.9 0 .0 Grants coordination. 75 39.5 102 53.7 11 5.8 2 1.1 Data analysis and reporting. 113 47.5 110 46.2 15 6.3 0 .0 Records management. 95 43.4 111 50.7 11 5.0 2 .9 Implementation of divisionwide assessment program (e.g., school support, SOL help desk, and training). 114 49.6 104 45.2 9 3.9 3 1.3

Strategic planning/improvement planning. 102 44.0 117 50.4 12 5.2 1 .4 Baldrige in Education/Baldrige in the Classroom. 72 40.9 92 52.3 9 5.1 3 1.7 SACS/CASI Accreditation. 72 44.2 85 52.1 5 3.1 1 .6 Program evaluation (comprehensive evaluation and survey services). 106 46.9 112 49.6 7 3.1 1 .4 Overall satisfaction with Accountability. 114 45.2 126 50.0 11 4.4 1 .4

Special Education Services Responsiveness of Special Education staff. 77 31.8 111 45.9 39 16.1 15 6.2 Level of customer service provided by Special Education staff. 76 31.5 105 43.6 47 19.5 13 5.4 Prompt Special Education support to schools in response to requests for assistance. 70 32.1 101 46.3 35 16.1 12 5.5

Quality of professional development. 58 26.9 98 45.4 48 22.2 12 5.6 Clarity of written and oral interpretation of regulatory requirements. 55 24.2 101 44.5 50 22.0 21 9.3 Value of the information and support provided by Special Education. 63 27.3 104 45.0 49 21.2 15 6.5 Overall satisfaction with Special Education Services. 63 26.7 109 46.2 49 20.8 15 6.4




Student Learning and Professional Development Responsiveness of Student Learning and Professional Development staff. 101 40.7 125 50.4 21 8.5 1 .4 Level of customer service provided by Student Learning and Professional Development staff. 100 40.2 123 49.4 24 9.6 2 .8

Communication or expectations for schools from Student Learning and Professional Development. 86 37.9 116 51.1 21 9.3 4 1.8

Curriculum leadership and support (content areas). 87 36.9 122 51.7 23 9.7 4 1.7 Program leadership and support (Gifted, ESOL, Multicultural, Title I, CTE). 81 34.5 123 52.3 26 11.1 5 2.1 Professional development. 91 35.5 133 52.0 26 10.2 6 2.3 Instructional support and coaching services to schools. 70 33.5 103 49.3 33 15.8 3 1.4 Support for building leadership capacity in schools. 80 36.0 111 50.0 27 12.2 4 1.8 Overall satisfaction with Student Learning and Professional Development. 89 34.9 137 53.7 27 10.6 2 .8

Student Management and Alternative Programs (OSMAP) Responsiveness of OSMAP staff. 100 51.3 87 44.6 7 3.6 1 .5 Level of customer service provided by OSMAP staff. 100 51.5 86 44.3 7 3.6 1 .5 Clarity of communications and expectations from OSMAP. 95 49.7 87 45.5 8 4.2 1 .5 OSMAP referral process: Long-term suspension, expulsion, placement appeals, reassignment. 88 51.5 76 44.4 7 4.1 0 .0

Administration of summer school programs. 106 53.8 84 42.6 4 2.0 3 1.5 Summer School program offerings. 97 48.3 100 49.8 3 1.5 1 .5 Administration of alternative programs. 91 48.7 91 48.7 4 2.1 1 .5 Alternative program offerings. 83 44.6 91 48.9 6 3.2 6 3.2 Overall satisfaction with Student Management and Alternative Programs. 93 44.5 107 51.2 6 2.9 3 1.4




Student Services Responsiveness of Student Services staff. 105 45.3 116 50.0 9 3.9 2 .9 Level of customer service provided by Student Services staff. 102 44.0 118 50.9 9 3.9 3 1.3 Clarity of written communications from Student Services staff. 98 42.6 121 52.6 9 3.9 2 .9 Implementation of curricula, programs and services that support academic success. 92 42.8 111 51.6 10 4.7 2 .9

Specialized services provided to students in need of additional support. 85 39.7 118 55.1 9 4.2 2 .9 Counseling services provided to students that promote student academic, personal/social and career development. 86 39.4 116 53.2 12 5.5 4 1.8

Consultation and assistance in interpretation and implementation of policies, regulations, and procedures. 92 41.8 113 51.4 11 5.0 4 1.8

Overall satisfaction with Student Services. 89 38.2 135 57.9 6 2.6 3 1.3




Finance and Support Services

Facilities Services Responsiveness of Facilities Services staff. 113 44.1 132 51.6 9 3.5 2 .8 Level of customer service provided by Facilities Services staff. 117 45.9 130 51.0 7 2.7 1 .4 Development of new facilities. 99 50.0 93 47.0 4 2.0 2 1.0 Major renovations of existing facilities. 90 44.1 103 50.5 7 3.4 4 2.0 Projection of student membership. 78 32.8 142 59.7 10 4.2 8 3.4 Capital improvements program. 91 42.7 113 53.1 6 2.8 3 1.4 Boundary planning process. 77 39.1 108 54.8 7 3.6 5 2.5 Electronic work order system (SchoolDude). 88 39.6 116 52.3 13 5.9 5 2.3 Repair services – Custodial equipment repair, pest management, graffiti removal. 99 41.6 128 53.8 9 3.8 2 .8 Repair services – Heating, ventilating, air conditioning. 100 41.2 114 46.9 23 9.5 6 2.5 Repair services – Electrical, kitchen, plumbing. 101 43.9 119 51.7 6 2.6 4 1.7 Repair services – Carpentry, painting, structures & grounds. 97 42.0 126 54.5 7 3.0 1 .4 Repair services – Minor Maintenance Crew (previously called Building Engineer). 107 45.5 114 48.5 13 5.5 1 .4 Repair services – Business machines. 93 43.5 112 52.3 8 3.7 1 .5 Repair services – Environmental, roofing. 87 41.8 110 52.9 9 4.3 2 1.0 Seven-Fourteen (7/14) year building refresh program (previously six-twelve). 73 42.7 91 53.2 5 2.9 2 1.2 School generated projects. 81 42.2 102 53.1 5 2.6 4 2.1 Overall satisfaction with Facilities Services. 98 38.4 147 57.6 8 3.1 2 .8




Financial Services Responsiveness of Financial Services staff. 108 42.5 135 53.1 8 3.1 3 1.2 Level of customer service provided by Financial Services staff. 110 42.8 134 52.1 9 3.5 4 1.6 Payment of employees. 154 55.4 117 42.1 6 2.2 1 .4 Payment of vendors. 93 45.6 106 52.0 5 2.5 0 .0 Budget services. 107 45.1 118 49.8 12 5.1 0 .0 Accounting services. 98 43.0 123 53.9 7 3.1 0 .0 School activity fund audits. 81 44.8 97 53.6 3 1.7 0 .0 Purchase of goods, services, and construction requirements. 100 43.9 121 53.1 6 2.6 1 .4 Warehouse store. 104 45.0 122 52.8 4 1.7 1 .4 Pick up/delivery service. 137 55.5 109 44.1 1 .4 0 .0 Courier service. 166 61.3 104 38.4 1 .4 0 .0 Property control services. 90 44.8 107 53.2 3 1.5 1 .5 Overall satisfaction with Financial Services. 111 42.0 145 54.9 7 2.7 1 .4

Food and Nutrition Services

Responsiveness of Food and Nutrition Services staff. 127 48.5 130 49.6 4 1.5 1 .4 Level of customer service provided by Food and Nutrition Services staff. 131 49.1 125 46.8 10 3.7 1 .4 Efficiency of the service in the student lunch and breakfast program. 108 48.0 108 48.0 5 2.2 4 1.8 Quality of the food. 96 36.2 144 54.3 21 7.9 4 1.5 Special food services (catered meals for special functions). 121 48.0 117 46.4 14 5.6 0 .0 Overall satisfaction with Food and Nutrition Services. 113 42.3 142 53.2 11 4.1 1 .4




Risk Management and Security Services Responsiveness of Risk Management and Security Services staff. 138 48.9 124 44.0 19 6.7 1 .4 Level of customer service provided by Risk Management and Security Services staff. 131 46.6 136 48.4 10 3.6 4 1.4

Courtesy and professionalism of Risk Management staff. 149 51.7 123 42.7 11 3.8 5 1.7 Management of Divisionwide safety/liability issues. 129 46.7 134 48.6 13 4.7 0 .0 Crisis management training and consultation. 123 44.6 134 48.6 16 5.8 3 1.1 Hazardous waste disposal and response. 84 45.7 91 49.5 9 4.9 0 .0 Claims management. 79 41.6 102 53.7 9 4.7 0 .0 Security/safety consultation. 121 47.3 124 48.4 11 4.3 0 .0 Overall satisfaction with Risk Management and Security Services. 122 43.7 142 50.9 14 5.0 1 .4

Transportation Services Responsiveness of Transportation Services staff. 118 46.1 121 47.3 12 4.7 5 2.0 Level of customer service provided by Transportation Services staff. 124 48.6 117 45.9 13 5.1 1 .4 Timeliness of bus transportation. 107 45.0 115 48.3 12 5.0 4 1.7 Adequacy of bus fleet. 102 44.2 117 50.6 7 3.0 5 2.2 Maintenance/repair of administration vehicles/bus fleet. 101 50.0 95 47.0 4 2.0 2 1.0 Transportation services for field/athletic trips. 94 45.0 104 49.8 8 3.8 3 1.4 Overall satisfaction with Transportation Services. 113 44.1 132 51.6 9 3.5 2 .8

Overall Satisfaction with Central Services 92.0%



2010-11 Customer Satisfaction Survey Central Office Administrator Report

Number of Responses: 131 of 187 Response Rate: 70%



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84.2 95.7 93.5 88.3 96.9 81.5 89.9 94.0 97.5 99.0 96.5 97.2 92.9 96.6


Executive Administration (Superintendent’s Staff) Responsiveness of Executive Administration. 35 30.4 60 52.2 19 16.5 1 .9 Level of customer service by Executive Administration. 36 31.3 64 55.7 15 13.0 0 .0 Clear understanding of my job responsibilities. 46 39.3 49 41.9 21 17.9 1 .9 Commitment to continuous improvement of instruction. 54 48.6 44 39.6 13 11.7 0 .0 Clear articulation of the Strategic Plan goals. 41 35.3 62 53.4 12 10.3 1 .9 Clear articulation of county initiatives and expectations to administrators. 35 29.7 63 53.4 17 14.4 3 2.5 Clear articulation of county initiatives and expectations to teachers. 25 28.7 46 52.9 15 17.2 1 1.1 The direction of the daily operations of PWCS. 31 25.8 72 60.0 14 11.7 3 2.5 Involvement of administrators in the decision-making process. 25 22.7 55 50.0 21 19.1 9 8.2 Implementation of laws, regulations, and policies in PWCS. 35 29.2 62 51.7 21 17.5 2 1.7 Overall satisfaction with Executive Administration. 34 28.3 67 55.8 18 15.0 1 .8





Communication and Technology Services Communication Services Responsiveness of Communications Services staff. 53 45.7 56 48.3 5 4.3 2 1.7 Level of customer service provided by Communications Services staff. 53 45.3 55 47.0 7 6.0 2 1.7 Quality of publications (Division Leader, Communicator). 64 52.0 53 43.1 5 4.1 1 .8 Internal communications. 46 38.7 59 49.6 13 10.9 1 .8 Community relations. 50 45.9 53 48.6 6 5.5 0 .0 Web services. 50 41.0 62 50.8 8 6.6 2 1.6 Media Production Services. 66 58.4 44 38.9 2 1.8 1 .9 Legislative/government relations. 34 47.9 34 47.9 3 4.2 0 .0 Business partnerships. 39 48.1 38 46.9 3 3.7 1 1.2 Education Foundation. 41 47.1 42 48.3 3 3.4 1 1.1 Overall satisfaction with Communications Services. 51 43.6 61 52.1 5 4.3 0 .0

Information Technology Services Responsiveness of Information Technology Services staff. 41 33.1 62 50.0 15 12.1 6 4.8 Level of customer service provided by Information Technology Services staff. 48 38.4 66 52.8 9 7.2 2 1.6 Quality of on-site technical support. 52 43.3 59 49.2 7 5.8 2 1.7 Quality of Help Desk support. 53 43.8 62 51.2 3 2.5 3 2.5 Administrative application support. 38 36.9 56 54.4 9 8.7 0 .0 Central data processing services (report cards, paychecks, network, security, etc.). 34 37.0 58 63.0 0 .0 0 .0 Quality of computer hardware. 35 29.4 70 58.8 14 11.8 0 .0 Telecommunications (telephones). 44 35.2 68 54.4 11 8.8 2 1.6 Imaging Center (Offset printing and bindery services). 62 60.8 39 38.2 1 1.0 0 .0 Overall satisfaction with Information Technology Services. 43 35.0 72 58.5 8 6.5 0 .0





Human Resources Responsiveness of Human Resources staff. 41 33.9 58 47.9 16 13.2 6 5.0 Level of customer service provided by Human Resources staff. 41 33.9 58 47.9 16 13.2 6 5.0 Overall satisfaction with new employees (hired during FY 2011). 32 31.1 66 64.1 3 2.9 2 1.9 Administration of the employee compensation and benefits. 56 45.5 55 44.7 11 8.9 1 .8 Administration of retirement services (including ROP). 39 48.8 38 47.5 3 3.8 0 .0 Management of employment and benefit records. 52 47.3 51 46.4 6 5.5 1 .9 Administration of classified personnel. 34 31.5 60 55.6 11 10.2 3 2.8 Administration of certificated personnel. 39 42.9 47 51.6 4 4.4 1 1.1 Recruitment of personnel. 34 35.1 47 48.5 11 11.3 5 5.2 Usefulness of assistance and consultation services (e.g., TEAM, AP Academy Training). 30 45.5 30 45.5 5 7.6 1 1.5

Quality of information presented. 27 42.2 32 50.0 3 4.7 2 3.1 Overall satisfaction with Human Resources. 40 33.3 66 55.0 11 9.2 3 2.5





Student Learning and Accountability Accountability Responsiveness of Accountability staff. 60 66.7 29 32.2 1 1.1 0 .0 Level of customer service provided by Accountability staff. 60 69.8 25 29.1 1 1.2 0 .0 Grants coordination. 37 52.9 29 41.4 2 2.9 2 2.9 Data analysis and reporting. 48 60.0 29 36.3 3 3.8 0 .0 Records management. 43 56.6 29 38.2 3 3.9 1 1.3 Implementation of divisionwide assessment program (e.g., school support, SOL help desk, and training). 43 59.7 27 37.5 2 2.8 0 .0

Strategic planning/improvement planning. 42 53.8 34 43.6 2 2.6 0 .0 Baldrige in Education/Baldrige in the Classroom. 25 48.1 27 51.9 0 .0 0 .0 SACS/CASI Accreditation. 29 63.0 17 37.0 0 .0 0 .0 Program evaluation (comprehensive evaluation and survey services). 50 64.9 26 33.8 1 1.3 0 .0 Overall satisfaction with Accountability. 55 57.3 38 39.6 3 3.1 0 .0







Student Learning and Professional Development Responsiveness of Student Learning and Professional Development staff. 35 41.7 41 48.8 8 9.5 0 .0 Level of customer service provided by Student Learning and Professional Development staff. 33 38.8 41 48.2 11 12.9 0 .0


Curriculum leadership and support (content areas). 26 36.1 41 56.9 5 6.9 0 .0 Program leadership and support (Gifted, ESOL, Multicultural, Title I, CTE). 26 36.6 40 56.3 4 5.6 1 1.4 Professional development. 31 35.2 44 50.0 10 11.4 3 3.4 Instructional support and coaching services to schools. 19 35.2 28 51.9 7 13.0 0 .0 Support for building leadership capacity in schools. 25 42.4 27 45.8 6 10.2 1 1.7 Overall satisfaction with Student Learning and Professional Development 30 33.7 50 56.2 8 9.0 1 1.1

Student Management and Alternative Programs (OSMAP) Responsiveness of OSMAP staff. 31 50.0 28 45.2 2 3.2 1 1.6 Level of customer service provided by OSMAP staff. 30 48.4 29 46.8 2 3.2 1 1.6 Clarity of communications and expectations from OSMAP. 27 47.4 26 45.6 3 5.3 1 1.8 OSMAP referral process: Long-term suspension, expulsion, placement appeals, reassignment. 22 50.0 18 40.9 4 9.1 0 .0

Administration of summer school programs. 35 56.5 23 37.1 2 3.2 2 3.2 Summer School program offerings. 33 55.9 24 40.7 1 1.7 1 1.7 Administration of alternative programs. 29 51.8 25 44.6 2 3.6 0 .0 Alternative program offerings. 28 50.9 24 43.6 2 3.6 1 1.8 Overall satisfaction with Student Management and Alternative Programs. 32 47.8 31 46.3 2 3.0 2 3.0





Student Services Responsiveness of Student Services staff. 43 54.4 33 41.8 3 3.8 0 .0 Level of customer service provided by Student Services staff. 41 51.9 36 45.6 1 1.3 1 1.3 Clarity of written communications from Student Services staff. 36 48.6 35 47.3 3 4.1 0 .0 Implementation of curricula, programs and services that support academic success. 31 48.4 30 46.9 3 4.7 0 .0

Specialized services provided to students in need of additional support. 29 43.9 35 53.0 2 3.0 0 .0 Counseling services provided to students that promote student academic, personal/social and career development. 30 46.2 31 47.7 2 3.1 2 3.1








Facilities Services Responsiveness of Facilities Services staff. 50 48.1 51 49.0 3 2.9 0 .0 Level of customer service provided by Facilities Services staff. 49 46.7 53 50.5 3 2.9 0 .0 Development of new facilities. 54 57.4 38 40.4 2 2.1 0 .0 Major renovations of existing facilities. 49 52.7 40 43.0 4 4.3 0 .0 Projection of student membership. 40 43.0 48 51.6 3 3.2 2 2.2 Capital improvements program. 44 50.6 40 46.0 3 3.4 0 .0 Boundary planning process. 42 47.7 42 47.7 4 4.5 0 .0 Electronic work order system (SchoolDude). 41 46.6 39 44.3 7 8.0 1 1.1 Repair services – Custodial equipment repair, pest management, graffiti removal. 45 49.5 44 48.4 2 2.2 0 .0 Repair services – Heating, ventilating, air conditioning. 49 51.6 42 44.2 4 4.2 0 .0 Repair services – Electrical, kitchen, plumbing. 46 52.3 40 45.5 1 1.1 1 1.1 Repair services – Carpentry, painting, structures & grounds. 43 49.4 43 49.4 1 1.1 0 .0 Repair services – Minor Maintenance Crew (previously called Building engineer). 49 55.1 38 42.7 2 2.2 0 .0 Repair services – Business machines. 40 47.1 42 49.4 3 3.5 0 .0 Repair services – Environmental, roofing. 36 45.6 41 51.9 2 2.5 0 .0 Seven-Fourteen (7/14) year building refresh program (previously six-twelve). 32 47.8 34 50.7 1 1.5 0 .0 School generated projects. 35 54.7 29 45.3 0 .0 0 .0 Overall satisfaction with Facilities Services. 48 46.6 54 52.4 1 1.0 0 .0





Financial Services Responsiveness of Financial Services staff. 49 45.8 52 48.6 4 3.7 2 1.9 Level of customer service provided by Financial Services staff. 48 44.4 54 50.0 4 3.7 2 1.9 Payment of employees. 71 60.2 45 38.1 2 1.7 0 .0 Payment of vendors. 35 45.5 39 50.6 3 3.9 0 .0 Budget services. 43 45.7 44 46.8 7 7.4 0 .0 Accounting services. 37 41.6 48 53.9 4 4.5 0 .0 School activity fund audits. 27 55.1 21 42.9 1 2.0 0 .0 Purchase of goods, services, and construction requirements. 40 45.5 44 50.0 4 4.5 0 .0 Warehouse store. 43 46.7 45 48.9 3 3.3 1 1.1 Pick up/delivery service. 62 64.6 34 35.4 0 .0 0 .0 Courier service. 66 62.3 40 37.7 0 .0 0 .0 Property control services. 34 47.2 35 48.6 2 2.8 1 1.4 Overall satisfaction with Financial Services. 51 44.7 59 51.8 3 2.6 1 .9


Responsiveness of Food and Nutrition Services staff. 53 51.0 50 48.1 1 1.0 0 .0 Level of customer service provided by Food and Nutrition Services staff. 56 52.3 48 44.9 3 2.8 0 .0 Efficiency of the service in the student lunch and breakfast program. 39 60.0 25 38.5 1 1.5 0 .0 Quality of the food. 44 41.5 54 50.9 7 6.6 1 .9 Special food services (catered meals for special functions). 48 47.5 43 42.6 10 9.9 0 .0 Overall satisfaction with Food and Nutrition Services. 44 40.7 61 56.5 3 2.8 0 .0





Risk Management and Security Services Responsiveness of Risk Management and Security Services staff. 52 45.6 52 45.6 9 7.9 1 .9 Level of customer service provided by Risk Management and Security Services staff. 49 44.5 54 49.1 4 3.6 3 2.7


Transportation Services Responsiveness of Transportation Services staff. 47 53.4 35 39.8 5 5.7 1 1.1 Level of customer service provided by Transportation Services staff. 48 55.2 33 37.9 5 5.7 1 1.1 Timeliness of bus transportation. 39 54.9 31 43.7 0 .0 1 1.4 Adequacy of bus fleet. 38 54.3 30 42.9 0 .0 2 2.9 Maintenance/repair of administration vehicles/bus fleet. 36 56.3 26 40.6 0 .0 2 3.1 Transportation services for field/athletic trips. 29 52.7 23 41.8 1 1.8 2 3.6 Overall satisfaction with Transportation Services. 45 51.1 40 45.5 2 2.3 1 1.1

Overall Satisfaction with Central Services 93%




2010-11 Customer Satisfaction Survey School-Based Administrator Report




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85.3 99.4 90.4 93.1 94.2 68.4 88.0 96.5 95.5 94.1 97.3 94.3 95.8 95.2


Executive Administration (Superintendent’s Staff) Responsiveness of Executive Administration. 67 38.3 77 44.0 25 14.3 6 3.4 Level of customer service by Executive Administration. 66 37.7 86 49.1 17 9.7 6 3.4 Clear understanding of my job responsibilities. 88 49.7 70 39.5 17 9.6 2 1.1 Commitment to continuous improvement of instruction. 103 57.9 62 34.8 10 5.6 3 1.7 Clear articulation of the Strategic Plan goals. 89 50.6 68 38.6 16 9.1 3 1.7 Clear articulation of county initiatives and expectations to administrators. 77 43.3 73 41.0 24 13.5 4 2.2 Clear articulation of county initiatives and expectations to teachers. 67 37.9 71 40.1 33 18.6 6 3.4 The direction of the daily operations of PWCS. 75 42.4 80 45.2 19 10.7 3 1.7 Involvement of administrators in the decision-making process. 48 27.1 72 40.7 43 24.3 14 7.9 Implementation of laws, regulations, and policies in PWCS. 83 47.4 74 42.3 16 9.1 2 1.1 Overall satisfaction with Executive Administration. 68 38.4 83 46.9 21 11.9 5 2.8





Communication and Technology Services Communication Services Responsiveness of Communications Services staff. 80 48.8 81 49.4 3 1.8 0 .0 Level of customer service provided by Communications Services staff. 83 50.6 76 46.3 5 3.0 0 .0 Quality of publications (Division Leader, Communicator). 108 62.4 63 36.4 2 1.2 0 .0 Internal communications. 81 47.9 79 46.7 6 3.6 3 1.8 Community relations. 78 47.6 84 51.2 2 1.2 0 .0 Web services. 83 49.7 83 49.7 1 .6 0 .0 Media Production Services. 78 51.0 74 48.4 1 .7 0 .0 Legislative/government relations. 63 45.7 74 53.6 1 .7 0 .0 Business partnerships. 61 40.9 82 55.0 6 4.0 0 .0 Education Foundation. 69 45.4 78 51.3 5 3.3 0 .0 Overall satisfaction with Communications Services. 74 44.6 91 54.8 1 .6 0 .0

Information Technology Services Responsiveness of Information Technology Services staff. 61 36.7 82 49.4 16 9.6 7 4.2 Level of customer service provided by Information Technology Services staff. 60 36.1 82 49.4 15 9.0 9 5.4 Quality of on-site technical support. 72 42.9 73 43.5 12 7.1 11 6.5 Quality of Help Desk support. 78 48.4 75 46.6 5 3.1 3 1.9 Administrative application support. 58 38.7 80 53.3 9 6.0 3 2.0 Central data processing services (report cards, paychecks, network, security, etc.). 59 36.9 82 51.3 16 10.0 3 1.9 Quality of computer hardware. 50 29.9 100 59.9 12 7.2 5 3.0 Telecommunications (telephones). 56 33.9 85 51.5 14 8.5 10 6.1 Imaging Center (Offset printing and bindery services). 71 50.7 66 47.1 2 1.4 1 .7 Overall satisfaction with Information Technology Services. 61 36.7 89 53.6 9 5.4 7 4.2





Human Resources Responsiveness of Human Resources staff. 81 46.8 75 43.4 10 5.8 7 4.0 Level of customer service provided by Human Resources staff. 87 50.6 70 40.7 11 6.4 4 2.3 Overall satisfaction with new employees (hired during FY 2011). 76 45.5 84 50.3 7 4.2 0 .0 Administration of the employee compensation and benefits. 87 51.2 75 44.1 6 3.5 2 1.2 Administration of retirement services (including ROP). 69 51.9 62 46.6 2 1.5 0 .0 Management of employment and benefit records. 84 52.5 73 45.6 3 1.9 0 .0 Administration of classified personnel. 73 45.1 75 46.3 11 6.8 3 1.9 Administration of certificated personnel. 85 51.2 71 42.8 8 4.8 2 1.2 Recruitment of personnel. 69 42.3 82 50.3 11 6.7 1 .6 Usefulness of assistance and consultation services (e.g., TEAM, AP Academy Training). 75 47.5 71 44.9 10 6.3 2 1.3

Quality of information presented. 70 48.3 70 48.3 5 3.4 0 .0 Overall satisfaction with Human Resources. 73 42.0 89 51.1 10 5.7 2 1.1





Student Learning and Accountability Accountability Responsiveness of Accountability staff. 76 48.7 73 46.8 6 3.8 1 .6 Level of customer service provided by Accountability staff. 71 45.5 79 50.6 6 3.8 0 .0 Grants coordination. 38 31.7 73 60.8 9 7.5 0 .0 Data analysis and reporting. 65 41.1 81 51.3 12 7.6 0 .0 Records management. 52 36.4 82 57.3 8 5.6 1 .7 Implementation of divisionwide assessment program (e.g., school support, SOL help desk, and training). 71 44.9 77 48.7 7 4.4 3 1.9

Strategic planning/improvement planning. 60 39.0 83 53.9 10 6.5 1 .6 Baldrige in Education/Baldrige in the Classroom. 47 37.9 65 52.4 9 7.3 3 2.4 SACS/CASI Accreditation. 43 36.8 68 58.1 5 4.3 1 .9 Program evaluation (comprehensive evaluation and survey services). 56 37.6 86 57.7 6 4.0 1 .7 Overall satisfaction with Accountability. 59 37.8 88 56.4 8 5.1 1 .6







Student Learning and Professional Development Responsiveness of Student Learning and Professional Development staff. 66 40.2 84 51.2 13 7.9 1 .6 Level of customer service provided by Student Learning and Professional Development staff. 67 40.9 82 50.0 13 7.9 2 1.2


Curriculum leadership and support (content areas). 61 37.2 81 49.4 18 11.0 4 2.4 Program leadership and support (Gifted, ESOL, Multicultural, Title I, CTE). 55 33.5 83 50.6 22 13.4 4 2.4 Professional development. 60 35.7 89 53.0 16 9.5 3 1.8 Instructional support and coaching services to schools. 51 32.9 75 48.4 26 16.8 3 1.9 Support for building leadership capacity in schools. 55 33.7 84 51.5 21 12.9 3 1.8 Overall satisfaction with Student Learning and Professional Development 59 35.5 87 52.4 19 11.4 1 .6

Student Management and Alternative Programs (OSMAP) Responsiveness of OSMAP staff. 69 51.9 59 44.4 5 3.8 0 .0 Level of customer service provided by OSMAP staff. 70 53.0 57 43.2 5 3.8 0 .0 Clarity of communications and expectations from OSMAP. 68 50.7 61 45.5 5 3.7 0 .0 OSMAP referral process: Long-term suspension, expulsion, placement appeals, reassignment. 66 52.0 58 45.7 3 2.4 0 .0

Administration of summer school programs. 71 52.6 61 45.2 2 1.5 1 .7 Summer School program offerings. 64 45.1 76 53.5 2 1.4 0 .0 Administration of alternative programs. 62 47.3 66 50.4 2 1.5 1 .8 Alternative program offerings. 55 42.0 67 51.1 4 3.1 5 3.8 Overall satisfaction with Student Management and Alternative Programs. 61 43.0 76 53.5 4 2.8 1 .7





Student Services Responsiveness of Student Services staff. 62 40.5 83 54.2 6 3.9 2 1.3 Level of customer service provided by Student Services staff. 61 39.9 82 53.6 8 5.2 2 1.3 Clarity of written communications from Student Services staff. 62 39.7 86 55.1 6 3.8 2 1.3 Implementation of curricula, programs and services that support academic success. 61 40.4 81 53.6 7 4.6 2 1.3

Specialized services provided to students in need of additional support. 56 37.8 83 56.1 7 4.7 2 1.4 Counseling services provided to students that promote student academic, personal/social and career development. 56 36.6 85 55.6 10 6.5 2 1.3








Facilities Services Responsiveness of Facilities Services staff. 63 41.4 81 53.3 6 3.9 2 1.3 Level of customer service provided by Facilities Services staff. 68 45.3 77 51.3 4 2.7 1 .7 Development of new facilities. 45 43.3 55 52.9 2 1.9 2 1.9 Major renovations of existing facilities. 41 36.9 63 56.8 3 2.7 4 3.6 Projection of student membership. 38 26.2 94 64.8 7 4.8 6 4.1 Capital improvements program. 47 37.3 73 57.9 3 2.4 3 2.4 Boundary planning process. 35 32.1 66 60.6 3 2.8 5 4.6 Electronic work order system (SchoolDude). 47 35.1 77 57.5 6 4.5 4 3.0 Repair services – Custodial equipment repair, pest management, graffiti removal. 54 36.7 84 57.1 7 4.8 2 1.4 Repair services – Heating, ventilating, air conditioning. 51 34.5 72 48.6 19 12.8 6 4.1 Repair services – Electrical, kitchen, plumbing. 55 38.7 79 55.6 5 3.5 3 2.1 Repair services – Carpentry, painting, structures & grounds. 54 37.5 83 57.6 6 4.2 1 .7 Repair services – Minor Maintenance Crew (previously called Building engineer). 58 39.7 76 52.1 11 7.5 1 .7 Repair services – Business machines. 53 41.1 70 54.3 5 3.9 1 .8 Repair services – Environmental, roofing. 51 39.5 69 53.5 7 5.4 2 1.6 Seven-Fourteen (7/14) year building refresh program (previously six-twelve). 41 39.4 57 54.8 4 3.8 2 1.9 School generated projects. 46 35.9 73 57.0 5 3.9 4 3.1 Overall satisfaction with Facilities Services. 50 32.9 93 61.2 7 4.6 2 1.3





Financial Services Responsiveness of Financial Services staff. 59 40.1 83 56.5 4 2.7 1 .7 Level of customer service provided by Financial Services staff. 62 41.6 80 53.7 5 3.4 2 1.3 Payment of employees. 83 51.9 72 45.0 4 2.5 1 .6 Payment of vendors. 58 45.7 67 52.8 2 1.6 0 .0 Budget services. 64 44.8 74 51.7 5 3.5 0 .0 Accounting services. 61 43.9 75 54.0 3 2.2 0 .0 School activity fund audits. 54 40.9 76 57.6 2 1.5 0 .0 Purchase of goods, services, and construction requirements. 60 42.9 77 55.0 2 1.4 1 .7 Warehouse store. 61 43.9 77 55.4 1 .7 0 .0 Pick up/delivery service. 75 49.7 75 49.7 1 .7 0 .0 Courier service. 100 60.6 64 38.8 1 .6 0 .0 Property control services. 56 43.4 72 55.8 1 .8 0 .0 Overall satisfaction with Financial Services. 60 40.0 86 57.3 4 2.7 0 .0


Responsiveness of Food and Nutrition Services staff. 74 46.8 80 50.6 3 1.9 1 .6 Level of customer service provided by Food and Nutrition Services staff. 75 46.9 77 48.1 7 4.4 1 .6 Efficiency of the service in the student lunch and breakfast program. 69 43.1 83 51.9 4 2.5 4 2.5 Quality of the food. 52 32.7 90 56.6 14 8.8 3 1.9 Special food services (catered meals for special functions). 73 48.3 74 49.0 4 2.6 0 .0 Overall satisfaction with Food and Nutrition Services. 69 43.4 81 50.9 8 5.0 1 .6





Risk Management and Security Services Responsiveness of Risk Management and Security Services staff. 86 51.2 72 42.9 10 6.0 0 .0 Level of customer service provided by Risk Management and Security Services staff. 82 48.0 82 48.0 6 3.5 1 .6


Transportation Services Responsiveness of Transportation Services staff. 71 42.3 86 51.2 7 4.2 4 2.4 Level of customer service provided by Transportation Services staff. 76 45.2 84 50.0 8 4.8 0 .0 Timeliness of bus transportation. 68 40.7 84 50.3 12 7.2 3 1.8 Adequacy of bus fleet. 64 39.8 87 54.0 7 4.3 3 1.9 Maintenance/repair of administration vehicles/bus fleet. 65 47.1 69 50.0 4 2.9 0 .0 Transportation services for field/athletic trips. 65 42.2 81 52.6 7 4.5 1 .6 Overall satisfaction with Transportation Services. 68 40.5 92 54.8 7 4.2 1 .6

Overall Satisfaction with Central Services 92%




Customer Satisfaction Survey


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2008-09 86% 98% 94% 86% 96% 66% 94% 95% 96% 95% 98% 95% 95% 96% 2009-10 83% 95% 94% 92% 97% 77% 94% 95% 95% 95% 98% 97% 94% 96% 2010-11 85% 98% 92% 91% 95% 73% 89% 96% 96% 96% 97% 96% 95% 96%

Documents

Customer Satisfaction Survey 2010-11 · The 2010-11 Customer Satisfaction Survey (CSS) was administered online to all 444 central office and school-based administrators of Prince