Penn State Human Resources to launch customer service survey

October 10, 2021

UNIVERSITY PARK, Pa. — Penn State Human Resources (HR) will be conducting a confidential University-wide survey on customer service to help evaluate how well HR is meeting the needs of the Penn State community. 

This confidential survey will be sent to all full-time and part-time Penn State employees. Results will be used to guide the work of HR’s Customer Service Initiative in establishing a sustainable, high-quality customer service culture. Customer service culture refers to a climate where response to employee concerns is efficient and courteous, obstacles are managed effectively, and resources to assist employees in navigating policies, processes and practices are readily available. Survey questions were crafted by members of HR’s Customer Service Initiative team, in collaboration with HR’s Operational Excellence team. Specific goals of the survey are as follows:

  • Assess the quality of customer service being offered in alignment with HR’s new customer service goals 
  • Rate overall satisfaction and effectiveness with HR’s service
  • Evaluate reputation and qualities associated with HR
  • Identify specific areas where employees can be better served
  • Identify specific areas where HR is performing effectively

On Oct. 13, all Penn State employees will receive an email invitation from HR to participate in the survey. Participants are asked to interpret “Penn State HR” to include all points of contact and service, including HR partners, phone calls and emails with HR team members, and any other interactions with HR team members. 

Questions that ask participants to rate overall satisfaction with HR and evaluate statements in alignment with HR’s customer service goals will be required, while open-ended questions on HR’s reputation, areas for improvement, and areas where HR is performing effectively are optional. HR encourages participants to respond to all survey questions, as more in-depth information will help with service improvements. The survey in its entirety will take approximately five minutes to complete.

“As HR continues to make progress with our strategic objectives, we do not want to lose sight on why we’re here and what our mission is: To serve our customers,” said Lorraine Goffe, vice president for human resources and chief human resources officer. “This survey is a core element of our new Customer Service Initiative. What we learn from our fellow Penn State community members will help us shape the course of this initiative and center it on what really matters to our customers.” 

Results of this confidential survey will serve as a baseline to help HR enhance the customer experience. HR will continue to assess its services to meet the needs of customers for years to come.

Last Updated October 10, 2021