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Results from the Annual A&F Focus Forward

Last spring, A&F leadership put out the call for feedback during the annual Focus Forward survey, and the campus community responded.

The confidential survey is part of a continued effort to create a better campus climate through improved services and new amenities. It asked all students, faculty and staff to share their experience with Facilities Management and Development, Public Safety, Performing Arts Center, Strategic Business Services, University Financial Services, University Budget and Fiscal Planning, as well as every department within those areas.

The survey results provided helpful, thought-provoking insights and suggestions that will help guide many of the division’s departments for the coming years.

A number of departments saw some significant gains in customer satisfaction over prior years, including Procurement Services, Cal Poly Police Department and Facilities Planning and Capital Projects, while others discovered areas for improvement.

Staff, faculty and students continue to express high levels of satisfaction in three areas:

  • Knowledgeable staff
  • helpful staff
  • accessible to customers

While there is still work to be done, staff, faculty and students identified three area of opportunity:

  • Understanding customer needs
  • Facilitate problem resolution
  • Moving in the right direction

In all, 24 units and departments were featured, and customers were surveyed on 10 distinct areas, including accessibility to customers, understanding needs, response time, effective advice, problem resolution, knowledgeable and helpful staff, website use, moving in a positive direction and overall satisfaction.

Three departments — Cal Poly Police Department, Payment Services and Procurement Services — improved all 10 benchmark question scores over last year.

The annual Focus Forward survey was distributed to staff, faculty and students between March 22 and April 22, 2022, and the resulting information will be utilized to help A&F departments identify areas to enhance business processes and customer service.

Take a deeper dive into the results.

This winter A&F leadership will once again be asking the campus community for feedback on the division’s services. The 2023 Focus Forward survey will open on Feb. 28 and close on March 24.