EVALUATION OF FACULTY SATISFACTION METRICS IN UNIVERSITY RESERCH ADMINISTRATION OFFICES: IS THE DATA USED?
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Date
2019-08-08
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Johns Hopkins University
Abstract
Faculty satisfaction on research administration processes and services is potentially valuable information for University offices. Metrics measuring faculty satisfaction is a direct
assessment of contentment with the customer service provided to faculty. Although the collection of faculty satisfaction metrics appears to be happening in research administration
offices, it is unknown if these metrics are being utilized to influence changes in processes and services. This study evaluates faculty satisfaction metrics to determine if they are being collected, and if so, is the data being used? A survey was designed with questions to capture knowledge on metric collection methods, if metrics are collected on common processes and service qualities, and if the data was used to make adjustments.
Approximately 1,360 participants were strategically recruited from University research administration offices and peers in John’s Hopkins Masters in Research administration program.
Despite a large recruitment number, 156 individuals responded to the study survey. From those 156 respondents, 45 answered yes to collecting faculty satisfaction metrics in their office/University, and answered the remaining survey questions developed to capture what type of faculty satisfaction metrics are collected and if changes resulted from the metrics.
The results from the survey showed that faculty satisfaction metrics are being collected and changes were made as a result. Service qualities were the focus of more satisfaction metrics than were processes, but neither is statistically more effective at generating changes. In general, this study was able to compile data on the usefulness of collecting faculty satisfaction metrics in an effort to produce beneficial information for Universities research administration offices.
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Faculty satisfaction