ANR Customer Satisfaction Survey

Welcome to the 2025 UC Agriculture & Natural Resources
Administrative and Support Services Customer Satisfaction Survey!

Survey Timeline

February 4, 2025 - Survey opens and email invitations with survey link will be distributed to all ANR employees

March 21, 2025 - Survey closes

Purpose

Continuing to support UC ANR’s customer service initiative to provide exemplary administrative and support services to ANR employees and programs, the 2025 (Year 3) UC ANR Administrative and Support Services Customer Satisfaction Survey will be launched in February 2025.

The first two surveys, conducted in 2021 and 2023, provided feedback on central ANR administrative and support services to help our teams identify areas where performance is strong as well as gaps and priority areas for improvement planning. This important feedback enabled us to develop in-depth customer service trainings for our unit staff and units to create individualized action plans.

The 2025 follow-up survey will help us assess current customer service quality and performance as well as evaluate the action planning and improvement efforts undertaken by the various units between 2022 and 2024 in response to the first two surveys.

All ANR academic and staff employees are encouraged to participate. Your voice counts! The higher the response rate, the stronger the results, the better we can support quality customer service. Your responses, which are strictly confidential, will be collected and tabulated by an independent third party which will then produce detailed data analytics of the survey results.

Participating Units

Eighteen ANR administrative and support services units are included in this survey:

Business Operations Center
Contracts & Grants
Development Services
Facilities, Planning & Management
Financial Services/Office of the Controller
Government & Community Relations
Academic Human Resources
Staff Human Resources
Information Technology
News and Information Outreach in Spanish
Policies, Compliance & Programmatic Agreements
Program Support
Publishing
Research & Extension Centers Operation
Resource Planning & Management
Risk & Safety Services
Statewide Programs Operations
Strategic Communications.

Unit descriptions may be found here.

2021 and 2023 ANR Customer Satisfaction Survey Results

2023 ANR Customer Satisfaction Survey Infographic Summary

This Infographic Summary highlights the details and outcomes of the 2023 survey.

2021 ANR Customer Satisfaction Survey Infographic Summary

This Infographic Summary highlights the details and outcomes of the 2021 survey.

2023 ANR Customer Satisfaction Survey Performance Summary

This Performance Summary contains the survey results from both the 2021 and 2023 Customer Satisfaction Surveys. It summarizes and compares the results of the two surveys in the various performance metrics for each of the eighteen administrative and support services units. It reflects the mean scores for the satisfaction questions by unit as well as the identified strengths and opportunities for each unit.

2024 ANR Unit Action Plans

Based on the survey outcomes, unit leaders created customized customer service action plans for their respective units identifying primary opportunities and implementation plans for enhancing their unit’s customer service delivery. Unit leaders are working together to also develop plans to improve cross-unit communication and process coordination.

Key outcomes from Year 1 and Year 2 action plans

In-depth customer service trainings for all unit staffs
Focus on enhancing communication, follow-up and responsiveness with clientele
Units providing specific subject matter trainings
Timely communication regarding updates on new or changing policies, procedures and workflows
Creating on-line forms and ticketing systems for efficiency and timely workflow management
Updating unit websites with clarified policy & procedure information, highlighting workflows and timelines and current staff contacts
Collaboration between units for more effective cross-unit workflows