1996 NASA Agencywide Employee & Customer Satisfaction Survey Results
Total Response = 2,297
1) To your knowledge, does NASA have formal, integrated mission
and goal statements?
95.2 | 4.8 |
How Familiar are you with NASA’s Mission and goal statements?
12.3 | 57.8 | 27.9 | 2.0 |
2) To your knowledge, does your installation (or Headquarters
single-letter code) have formal, integrated mission and goal
statements?
90.0 | 10.0 |
How Familiar are you with your installation’s Mission and goal
statements?
20.0 | 54.3 | 22.7 | 3.0 |
3) To your knowledge, does your division/work unit have formal,
integrated mission and goal statements?
73.9 | 26.1 |
How Familiar are you with your division/work unit’s mission and
goal statements?
49.6 | 39.6 | 9.8 | 1.0 |
4) How clear is it to you what your role is in achieving the
goals of…
NASA | 26.2 | 43.9 | 21.3 | 8.7 |
Your Installation (HQ Code) | 32.3 | 43.5 | 16.9 | 7.2 |
Your Division/Work Unit | 58.0 | 28.3 | 8.0 | 5.8 |
5) How familiar are you with the following documents?
NASA Strategic Plan | 23.1 | 40.8 | 25.5 | 9.2 | 1.4 |
Installation (HQ Code) Strategic Plan | 19.8 | 24.3 | 16.0 | 19.7 | 20.2 |
NASA Customer Service Plan | 3.3 | 6.0 | 7.2 | 19.4 | 64.1 |
Government Performance & Results Act | 3.1 | 4.1 | 4.9 | 17.5 | 70.5 |
6) Do you believe NASA is implementing its programs in
accordance with the Strategic Plan?
41.5 | 12.2 | 46.3 |
7) What would you say are the products and services that result
from the work you do? Indicate the single most important product
or service in column one and secondary or associated products or
services in column two.
1. Aeronautical technology | 15.9 | 19.0 |
2. Science technology | 8.1 | 30.8 |
3. Technology transfer | 1.9 | 37.9 |
4. Program management | 9.6 | 29.8 |
5. Program/systems documentation | 1.3 | 20.6 |
6. Shuttle launches | 9.6 | 16.4 |
7. Facilitating research activities | 9.7 | 31.3 |
8. Space probes and experiments | 6.4 | 19.7 |
9. Publications/information for the public at large | 0.5 | 17.9 |
10. Publications/information for the scientific and/or engineering communities | 2.7 | 29.2 |
11. Publications/information for the educational community | 0.2 | 16.3 |
12. Publications/information for the media | 0.3 | 11.0 |
13. Managerial guidance/direction | 9.8 | 30.7 |
14. Development of budgets | 2.3 | 26.9 |
15. Financial data/management | 4.7 | 17.0 |
16. Training products/programs | 1.1 | 12.9 |
17. Internal reports/memoranda/directives | 1.2 | 27.7 |
18. Congressional responses | 0.2 | 11.6 |
19. Legal services | 0.8 | 3.6 |
20. Quality assurance | 2.5 | 13.4 |
21. Other | 11.1 | 14.3 |
8) Who are your external customers? External customers are
defined as individuals or groups outside of NASA who use or benefit
from the services and products that you provide. While the
American public is clearly NASA’s primary external customer, we are
asking that you be more specific in this case in identifying those
who directly use or benefit from your services. Please mark your
primary external customer in column one and all that apply in
column two.
U. S. Industry & Business | 45.3 | 43.3 | ||||||||||||||||||||||||||||||||||||||||||
Foreign Industry & Business | 0.4 | 27.4 | ||||||||||||||||||||||||||||||||||||||||||
State and Local Government | 0.5 | 24.5 | ||||||||||||||||||||||||||||||||||||||||||
Other Federal Agencies | 9.8 | 56.3 | ||||||||||||||||||||||||||||||||||||||||||
Congress | 7.2 | 26.0 | ||||||||||||||||||||||||||||||||||||||||||
Foreign Governments | 1.2 | 19.1 | ||||||||||||||||||||||||||||||||||||||||||
Academia (Colleges & Universities) | 8.3 | 58.5 | ||||||||||||||||||||||||||||||||||||||||||
Education Community (K – 12) | 0.5 | 31.8 | ||||||||||||||||||||||||||||||||||||||||||
Science Community (non-academic) | 16.6 | 38.0 | ||||||||||||||||||||||||||||||||||||||||||
Environmental Policymakers | 0.7 | 16.2 | ||||||||||||||||||||||||||||||||||||||||||
Trade, Industry, & Professional Associations (e.g., Association for the Advancementof Science) | 1.2 | 28.0 | ||||||||||||||||||||||||||||||||||||||||||
The Media | 0.4 | 19.8 | ||||||||||||||||||||||||||||||||||||||||||
Individual Citizens | 4.9 | 29.8 | ||||||||||||||||||||||||||||||||||||||||||
Other | 3.0 | 8.6 | ||||||||||||||||||||||||||||||||||||||||||
I have no external customers | 12.2 |
9) On average, what percentage of your time do you spend on work
involving NASA’s external customers?
52.3 | 23.2 | 15.2 | 9.3 |
10) On average, how frequently do you interact with
external customers?
21.8 | 26.1 | 15.7 | 22.1 | 14.4 |
11) Who are your internal customers? Internal customers are
defined as individuals or groups within NASA (other than your
immediate supervisor) who use or benefit from the services and
products that you provide. Please mark your primary internal
customer in column one and all that apply in column two.
Personnel in the installation (HQ Code) where I work | 73.3 | 38.5 | ||||||||||||
Personnel in other NASA Installations (HQ Codes) | 10.4 | 75.4 | ||||||||||||
Headquarters programs/functions | 12.8 | 58.0 | ||||||||||||
Other | 3.5 | 16.7 | ||||||||||||
I have no internal customers | 1.2 |
12) On average, what percentage of your time do you spend on work
involving NASA’s internal customers?
11.4 | 25.2 | 25.7 | 37.8 |
13) On average, how frequently do you interact with internal
customers?
76.9 | 16.7 | 3.4 | 2.2 | 0.8 |
14) Does your division/work unit set customer service standards?
51.9 | 33.1 | 15.0 |
If yes, does your division/work unit measure output against the
established customer service standards?
75.1 | 12.2 | 12.7 |
15) Does your division/work unit collect customer satisfaction
data?
53.8 | 31.5 | 14.7 |
If yes, what methods does your division/work unit use to gather
these data from its customers? (Mark all that apply.)
Informal phone calls/visits | 75.9 |
Formal meetings | 54.6 |
Written surveys/questionnaires | 59.8 |
Phone surveys | 10.5 |
Focus groups | 16.6 |
Advisory groups/subcommittees | 28.4 |
Customer response cards | 14.4 |
Integrated product work teams | 29.0 |
Other | 10.4 |
Don’t know | 0.9 |
16) Are the customer satisfaction data collected by your
division/work unit used to improve its products/services?
89.3 | 2.6 | 8.1 | 0.0 |
17) How confident are you that your division/work unit is fully
satisfying its customers?
22.6 | 55.8 | 12.9 | 3.2 | 5.6 |
18) Are there NASA employees or activities who deliver products or
services to you for use in your work (i.e., you are
their customer)?
96.0 | 4.0 |
If yes, how satisfied are you with the services and products you
receive as a customer? Mark Not Applicable for those services you
do not receive, and indicate your satisfaction with those you do
receive.
Financial data/management | 28.4 | 48.3 | 16.0 | 7.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Training products/programs | 37.8 | 48.8 | 10.0 | 3.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Legal assistance | 38.9 | 41.1 | 14.7 | 5.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Basic supplies/services | 35.4 | 50.1 | 11.2 | 3.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Personnel administration services | 35.2 | 45.7 | 13.1 | 6.0 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Payroll administration services | 59.5 | 34.7 | 3.7 | 2.2 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Computer software/hardware support services | 32.5 | 41.8 | 17.3 | 8.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Procurement support | 25.3 | 41.5 | 22.6 | 10.7 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Public affairs support | 33.7 | 45.4 | 14.1 | 6.8 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Security services | 39.0 | 47.4 | 9.8 | 3.8 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Technical support services | 38.4 | 50.8 | 7.9 | 3.0 |
19) Have you been asked to provide feedback to your work unit’s
suppliers concerning your satisfaction with the services/products
they supply you?
32.5 | 27.8 | 32.4 | 6.8 | 0.5 |
20) Listed below are potential barriers that may prevent your work
unit from providing the best in customer service. For each item,
indicate how much of a problem this is for your work unit in
performing its job.
Lack of skilled personnel | 48.8 | 33.5 | 17.6 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of financial resources | 21.9 | 43.8 | 34.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of physical resources (e.g., computers, space) | 45.2 | 41.1 | 13.6 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Inflexible management practices | 41.3 | 38.8 | 19.9 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Inconsistent management practices | 32.2 | 38.3 | 29.5 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of staff involvement in decision making | 46.5 | 34.8 | 18.8 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Unreasonable customer demands | 53.7 | 36.9 | 9.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of day-to-day employee recognition | 51.0 | 36.2 | 12.8 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Overly bureaucratic laws, systems, and practices | 15.4 | 38.0 | 46.6 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of information from management officials | 31.5 | 46.2 | 22.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Over dependence on contractors | 44.9 | 33.8 | 21.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of teamwork within organizational units | 51.8 | 34.5 | 13.6 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of teamwork among organizational units | 33.7 | 45.2 | 21.1 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of control over suppliers | 50.0 | 38.1 | 11.9 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Limited opportunities for education & training | 67.2 | 26.1 | 6.7 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Inability to market programs and/or services | 65.0 | 25.9 | 9.1 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Organizational instability | 24.5 | 36.9 | 38.6 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of customer satisfaction data | 59.9 | 33.2 | 6.9 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of customer service standards | 59.2 | 33.1 | 7.7 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lack of time | 26.9 | 45.7 | 27.4 |
Questions 21 and 22 are concerned with your current work
environment; these follow-up on previous internal surveys.
21) How satisfied are you with the following aspects of your
current work environment?
Amount of paperwork | 8.2 | 16.1 | 29.5 | 32.7 | 13.4 |
Opportunities for advancement | 9.5 | 20.2 | 17.4 | 28.2 | 24.8 |
Job fulfillment/challenge | 35.9 | 31.8 | 9.4 | 14.8 | 8.1 |
Recognition | 20.4 | 31.7 | 17.0 | 19.3 | 11.6 |
Use of your skills on the job | 33.5 | 35.1 | 10.2 | 13.5 | 7.7 |
Amount of independence | 46.7 | 33.4 | 9.1 | 6.9 | 3.9 |
Fairness of evaluation/ promotion system | 16.0 | 24.3 | 15.6 | 22.3 | 21.8 |
Feedback on your work | 20.2 | 35.0 | 20.8 | 17.0 | 7.0 |
Physical work environment | 38.3 | 34.5 | 13.9 | 9.3 | 4.0 |
Coworkers | 49.0 | 34.2 | 9.6 | 5.9 | 1.2 |
Morale | 10.5 | 23.8 | 14.6 | 28.9 | 22.2 |
Salary | 21.6 | 35.6 | 15.5 | 20.5 | 6.8 |
Benefits (e.g., health, retirement) | 27.6 | 36.8 | 14.8 | 16.5 | 4.3 |
Focus on customers | 20.6 | 32.6 | 34.9 | 8.9 | 2.9 |
Your direct supervisor | 38.5 | 30.8 | 12.2 | 11.5 | 7.0 |
Installation management | 13.2 | 27.9 | 23.5 | 23.1 | 12.3 |
Communications within work unit | 27.5 | 36.6 | 15.4 | 15.0 | 5.5 |
Communications within the Agency | 6.8 | 23.0 | 27.0 | 27.6 | 15.5 |
22) Please indicate the extent to which you agree with the
following statements.
The members of my division/work unit have sufficient clarity about what is expected of them | 31.8 | 39.0 | 9.0 | 15.8 | 4.4 |
My managers actively seek innovative ideas | 27.0 | 34.4 | 14.1 | 16.0 | 8.4 |
Recognition and awards are nice, but the real reward is the work itself | 24.8 | 39.4 | 15.5 | 16.1 | 4.1 |
NASA employees are treated fairly and equitably | 10.7 | 31.4 | 17.9 | 26.3 | 13.7 |
Supervisors and managers take time to discuss career planning with their people | 9.0 | 27.0 | 16.8 | 25.8 | 21.5 |
I am proud to work for NASA | 63.7 | 24.3 | 7.1 | 3.7 | 1.3 |
People outside NASA have an accurate view of what the Agency is all about | 1.6 | 12.5 | 12.0 | 43.4 | 30.4 |
NASA management communicates a consistent and clear strategic direction | 4.0 | 17.9 | 17.0 | 34.4 | 26.6 |
The members of my division/work unit understsnd how their efforts fit into the Agency’s cascading Strategic Plan | 8.7 | 26.5 | 23.4 | 26.8 | 14.6 |
23) Of which occupational group are you a member?
Engineering: includes professional engineering positions engaged in aerospace research, technical program management, development, operations, professional engineering support, mathematics support, computer science and related work. | 52.3 |
Scientific: includes professional scientific positions engaged in aerospace research, technical program management, development and operations, including professional physical science and mathematics support and related work. | 7.1 |
Life Science Support: includes life science professional positions such as medical officers and other positions performing professional work in psychology, the biological sciences, and professions that support the science of medicine such as nursing and medical technology. | 0.4 |
Technical Support: includes scientific and engineering aides, technicians, photographers, illustrators, quality assurance specialists, etc. | 9.1 |
Secretarial/Clerical/Non-professional Administrative: includes secretarial, clerical and administrative support positions. | 6.3 |
Professional Administrative: includes professional/management positions in areas such as financial management, procurement, personnel, security, administration, law, public affairs, etc. | 23.6 |
Wage System: includes trade, craft, and general labor positions. | 1.3 |
24) In column one, please indicate the NASA strategic enterprise or
strategic function with which your work is most associated
(check only one). In column two, mark all of those enterprises or
functions with which your work is associated (mark all that
apply).
Aeronautics Enterprise | 25.9 | 29.5 | ||||||||||||||||||||||||
Space Technology Enterprise | 14.1 | 57.5 | ||||||||||||||||||||||||
Scientific Research Enterprise | 10.5 | 57.5 | ||||||||||||||||||||||||
Human Exploration & Development of Space Enterprise | 21.8 | 33.1 | ||||||||||||||||||||||||
Mission to Planet Earth Enterprise | 7.2 | 38.1 | ||||||||||||||||||||||||
Space Communications Function | 2.9 | 25.0 | ||||||||||||||||||||||||
Human Resources Function | 6.4 | 14.0 | ||||||||||||||||||||||||
Physical Resources Function | 4.5 | 13.4 | ||||||||||||||||||||||||
I don’t know | 6.7 | 5.5 |
25) Do you directly supervise other employees?
40.3 | 59.7 |
26) Please indicate your age range.
2.5 | 18.3 | 29.3 | 31.8 | 17.0 | 1.1 |
27) What is your highest level of education?
Less than high school | 0.0 |
High school diploma | 2.1 |
Some college, no degree | 10.4 |
Associates (2-year) degree | 7.5 |
Bachelor’s (4-year) degree | 19.6 |
Post-Bachelor’s courses, no graduate degree | 20.2 |
Master’s degree | 29.7 |
Doctorate | 10.5 |
28) How long have you worked for NASA?
Less than 1 year | 1.6 |
1-5 years | 15.3 |
6-10 years | 24.4 |
11-15 years | 16.0 |
16-20 years | 10.2 |
21-25 years | 7.0 |
26-30 years | 10.2 |
More than 30 years | 15.4 |
29) At which center or installation do you work?
Ames Research Center | 9.1 |
Dryden Flight Research Center | 4.9 |
Goddard Space Flight Center | 12.8 |
Headquarters | 9.4 |
Johnson Space Center | 12.8 |
KennedySpace Center | 11.8 |
Langley Research Center | 11.2 |
Lewis Research Center | 11.5 |
Marshall Space Flight Center | 12.5 |
Stennis Space Center | 4.0 |
30) Please indicate your current grade level.
GS1 – GS4 | 0.4 |
GS5 – GS8 | 7.2 |
GS9 – GS12 | 19.8 |
GS13 – GS15 | 66.8 |
SES or equivalent | 5.7 |
31) Are you a graduate of any of the following programs?
(Check all that you have completed.)
MEP/MIP | 19.3 |
SEP | 4.0 |
PM/APM | 5.5 |
PDP | 4.7 |
Center sponsored administrative/clerical training | 8.4 |
Center sponsored management training | 34.8 |
Continual improvement training | 35.9 |
Customer Service Training | 8.1 |