Message from Brad Martin
Board of Visitors and U of M Foundation Board of Trustees, Quarterly Meeting, February 20, 2014 (pdf)
Update on Service Quality Initiatives at the U of M
Our students deserve to have quality service, so we launched an initiative that focuses on improved student experiences. This fall, we assessed the service levels in academic advising, the bursar's office, financial aid, housing, the registrar's office, recruitment/admissions, and transfer student services.
More than 33,000 survey invitations were sent to current students and 4,334 surveys (12.8%) were returned. Additionally, University employees in these offices were surveyed so they could weigh in with their opinions about office atmosphere and potential barriers to service excellence.
Overall, the results were positive. Students reported that the staff are friendly, strive to understand their needs, and were generally knowledgeable. Opportunities for improvement were also identified, such as some offices showing a more caring attitude toward students. The results are being shared with each of the specific offices, which will develop improvement plans to deliver the highest levels of service quality to students.
Some actions have already been taken. For instance, the bursar's office staff is now wearing name badges so they are easily identifiable to students. Cross-training has increased in several areas to meet students' needs without sending them from one office to another. We are improving technology access in the residence halls and reducing how long it takes to fix problems. Human Resources is also developing a University of Memphis philosophy about customer service.
In the future, we plan to regularly distribute surveys, both annually and when students use services. The goal for each office is to achieve the highest ratings possible.
To provide additional feedback or to request a complete copy of the survey results, please go to http://www.memphis.edu/suggestion/.
R. Brad Martin, Interim President
M. David Rudd, Provost
Rosie Phillips Bingham, Vice President for Student Affairs