Status Report

1996 NASA Agencywide Employee & Customer Satisfaction Survey Results

By SpaceRef Editor
September 12, 1996
Filed under ,


Total Response = 2,297





1) To your knowledge, does NASA have formal, integrated mission
and goal statements?



Yes
No



95.24.8



How Familiar are you with NASA’s Mission and goal statements?



Very Familiar
Familiar
Not Very Familiar
Not At All Familiar





12.357.827.92.0





2) To your knowledge, does your installation (or Headquarters
single-letter code) have formal, integrated mission and goal
statements?



Yes
No



90.010.0



How Familiar are you with your installation’s Mission and goal
statements?



Very Familiar
Familiar
Not Very Familiar
Not At All Familiar





20.054.322.73.0





3) To your knowledge, does your division/work unit have formal,
integrated mission and goal statements?



Yes
No



73.926.1



How Familiar are you with your division/work unit’s mission and
goal statements?



Very Familiar
Familiar
Not Very Familiar
Not At All Familiar





49.639.69.81.0





4) How clear is it to you what your role is in achieving the
goals of…



Organization
Very Clear
Pretty Clear
Not Too Clear
Not Clear At All














NASA26.243.921.38.7
Your
Installation
(HQ Code)
32.343.516.97.2
Your Division/Work
Unit
58.028.38.05.8





5) How familiar are you with the following documents?




I’ve read this
and I
understand
how it applies
to
my work
I’ve read this
I’ve seen this
I’ve heard of, but
haven’t seen this
I’ve never heard
of this






















NASA Strategic
Plan
23.140.825.59.21.4

Installation
(HQ Code)
Strategic Plan
19.824.316.019.720.2

NASA
Customer
Service Plan
3.36.07.219.464.1

Government
Performance
& Results Act
3.14.14.917.570.5





6) Do you believe NASA is implementing its programs in
accordance with the Strategic Plan?



Yes
No
Not Sure/Don’t Know




41.512.246.3





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.




Primary
Product or
Service
(Mark
only one)
Secondary/
Associated
Products/Services
(Mark
all
that apply)












































1. Aeronautical
technology
15.919.0
2. Science
technology
8.130.8
3. Technology
transfer
1.937.9
4. Program
management
9.629.8
5.
Program/systems
documentation
1.320.6
6. Shuttle
launches
9.616.4
7. Facilitating
research
activities
9.731.3
8. Space probes
and
experiments
6.419.7
9.
Publications/information
for the public at large
0.517.9
10.
Publications/information for the scientific and/or engineering
communities
2.729.2
11.
Publications/information for the educational community
0.216.3
12.
Publications/information for the media
0.311.0
13. Managerial
guidance/direction
9.830.7
14. Development
of
budgets
2.326.9
15. Financial
data/management
4.717.0
16. Training
products/programs
1.112.9
17. Internal
reports/memoranda/directives
1.227.7
18. Congressional
responses
0.211.6
19. Legal
services
0.83.6
20. Quality
assurance
2.513.4
21. Other11.114.3





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.



Customers
Primary External
Customer
(Mark only one)
All External
Customers
(Mark all that apply)













































U. S. Industry &
Business
45.343.3
Foreign
Industry & Business
0.427.4
State and Local
Government
0.524.5
Other Federal
Agencies
9.856.3
Congress7.226.0
Foreign
Governments
1.219.1
Academia
(Colleges
& Universities)
8.358.5
Education
Community
(K – 12)
0.531.8
Science
Community
(non-academic)
16.638.0
Environmental
Policymakers
0.716.2
Trade,
Industry, &
Professional Associations
(e.g., Association for
the
Advancementof Science)
1.228.0
The Media0.419.8
Individual
Citizens
4.929.8
Other3.08.6
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?



0-25%
26-50%
51-75%
76-100%





52.323.215.29.3





10) On average, how frequently do you interact with
external customers?



Daily
Weekly
Monthly
Less than once a Month
Never






21.826.115.722.114.4





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.



Customers
Primary
Internal
Customer
(Mark only one)
All Internal Customers
(Mark all that apply)















Personnel in
the
installation (HQ Code)
where I work
73.338.5
Personnel in
other
NASA Installations
(HQ Codes)
10.475.4
Headquarters

programs/functions
12.858.0
Other3.516.7
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?



0-25%
26-50%
51-75%
76-100%






11.425.225.737.8





13) On average, how frequently do you interact with internal
customers?



Daily
Weekly
Monthly
Less than once a Month
Never






76.916.73.42.20.8





14) Does your division/work unit set customer service standards?



Yes
No
Don’t Know




51.933.115.0


If yes, does your division/work unit measure output against the
established customer service standards?



Yes
No
Don’t Know




75.112.212.7





15) Does your division/work unit collect customer satisfaction
data?



Yes
No (Skip to question 17)
Don’t Know (Skip to question 17)




53.831.514.7


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 surveys10.5
Focus groups16.6
Advisory groups/subcommittees 28.4
Customer response cards 14.4
Integrated product work teams 29.0
Other 10.4
Don’t know0.9





16) Are the customer satisfaction data collected by your
division/work unit used to improve its products/services?



Yes
No
Don’t Know
Does not Apply





89.32.68.10.0





17) How confident are you that your division/work unit is fully
satisfying its customers?



Very Confident
Confident
Not very confident
Not at all confident
Don’t Know






22.655.812.93.25.6





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)?



Yes
No



96.04.0


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.



Not Applicable

Do not Receive
Very Satisfied
Somewhat Satisfied
Somewhat Dissatisfied
Very Dissatisfied
























































Financial
data/management
28.448.316.07.3
Training
products/programs
37.848.810.03.4
Legal assistance 38.941.114.75.3
Basic
supplies/services
35.450.111.23.4
Personnel
administration services
35.245.713.16.0
Payroll
administration services
59.534.73.72.2
Computer
software/hardware support services
32.541.817.38.4
Procurement
support
25.341.522.610.7
Public affairs
support
33.745.414.16.8
Security
services
39.047.49.83.8
Technical support
services
38.450.87.93.0

19) Have you been asked to provide feedback to your work unit’s
suppliers concerning your satisfaction with the services/products
they supply you?



No
Yes, but only rarely
Yes, occasionally
Yes, frequently
Yes, too often






32.527.832.46.80.5





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.




Not a problem
A Minor
Problem
A Major
Problem




























































Lack of skilled
personnel
48.833.517.6
Lack of financial
resources
21.943.834.4
Lack of physical
resources
(e.g., computers, space)
45.241.113.6
Inflexible
management
practices
41.338.819.9
Inconsistent
management
practices
32.238.329.5
Lack of staff
involvement
in decision making
46.534.818.8
Unreasonable
customer
demands
53.736.99.4
Lack of day-to-day

employee recognition
51.036.212.8
Overly bureaucratic
laws,
systems, and practices
15.438.046.6
Lack of information
from
management officials
31.546.222.3
Over dependence
on
contractors
44.933.821.3
Lack of teamwork

within organizational units
51.834.513.6
Lack of teamwork
among
organizational units
33.745.221.1
Lack of control
over suppliers
50.038.111.9
Limited opportunities
for
education & training
67.226.16.7
Inability to
market
programs and/or services
65.025.99.1
Organizational
instability
24.536.938.6
Lack of
customer
satisfaction data
59.933.26.9
Lack of
customer
service standards
59.233.17.7
Lack of time26.945.727.4



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?




Very Satisfied
Somewhat
Satisfied
Neither Satisfied
Nor Dissatisfied
Somewhat
Dissatisfied
Very Dissatisfied




























































































Amount of
paperwork
8.216.129.532.713.4
Opportunities for
advancement
9.520.217.428.224.8
Job
fulfillment/challenge
35.931.89.414.88.1
Recognition20.431.717.019.311.6
Use of your skills on
the job
33.535.110.213.57.7
Amount of
independence
46.733.49.16.93.9
Fairness of
evaluation/
promotion system
16.024.315.622.321.8
Feedback on your
work
20.235.020.817.07.0
Physical work
environment
38.334.513.99.34.0
Coworkers49.034.29.65.91.2
Morale10.523.814.628.922.2
Salary21.635.615.520.56.8
Benefits (e.g.,

health, retirement)
27.636.814.816.54.3
Focus on
customers
20.632.634.98.92.9
Your direct
supervisor
38.530.812.211.57.0
Installation
management
13.227.923.523.112.3
Communications
within work unit
27.536.615.415.05.5
Communications
within the
Agency
6.823.027.027.615.5





22) Please indicate the extent to which you agree with the
following statements.




Agree completely
Agree somewhat
Neither Agree
Nor Disagree
Disagree Somewhat
Disagree Completely















































The members of my
division/work unit have sufficient clarity about what is expected
of them
31.839.09.015.84.4
My managers actively
seek innovative ideas
27.034.414.116.08.4
Recognition and
awards are nice, but the real reward is the work itself
24.839.415.516.14.1
NASA employees are
treated fairly and equitably
10.731.417.926.313.7
Supervisors and
managers take time to discuss career planning with their
people
9.027.016.825.821.5
I am proud to work
for NASA
63.724.37.13.71.3
People outside NASA
have an accurate view of what the Agency is all about
1.612.512.043.430.4
NASA management
communicates a consistent and clear strategic direction
4.017.917.034.426.6
The members of my
division/work unit understsnd how their efforts fit into the
Agency’s cascading Strategic Plan
8.726.523.426.814.6

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).



This is the
enterprise/
function with
which
my
work is…
…most
associated
…also
associated




















Aeronautics

Enterprise
25.929.5
Space

Technology
Enterprise
14.157.5
Scientific

Research
Enterprise
10.557.5
Human
Exploration
&
Development of

Space Enterprise
21.833.1
Mission to
Planet
Earth
Enterprise
7.238.1
Space
Communications
Function
2.925.0
Human

Resources
Function
6.414.0
Physical

Resources
Function
4.513.4
I don’t know6.75.5





25) Do you directly supervise other employees?



Yes
No



40.359.7





26) Please indicate your age range.



Less than 25
25-34
35-44
45-54
55-64
65 or older







2.518.329.331.817.01.1





27) What is your highest level of education?




Less than high school0.0
High school diploma2.1
Some college, no degree10.4
Associates (2-year) degree7.5
Bachelor’s (4-year)
degree
19.6
Post-Bachelor’s courses, no graduate
degree
20.2
Master’s degree29.7
Doctorate10.5





28) How long have you worked for NASA?





Less than 1 year1.6
1-5 years15.3
6-10 years24.4
11-15 years16.0
16-20 years10.2
21-25 years7.0
26-30 years10.2
More than 30 years15.4





29) At which center or installation do you work?




Ames Research Center9.1
Dryden Flight Research
Center
4.9
Goddard Space Flight
Center
12.8
Headquarters9.4
Johnson Space Center12.8
KennedySpace Center11.8
Langley Research Center11.2
Lewis Research Center11.5
Marshall Space Flight
Center
12.5
Stennis Space Center4.0

30) Please indicate your current grade level.




GS1 – GS40.4
GS5 – GS87.2
GS9 – GS1219.8
GS13 – GS1566.8
SES or equivalent5.7





31) Are you a graduate of any of the following programs?

(Check all that you have completed.)






MEP/MIP19.3
SEP4.0
PM/APM5.5
PDP4.7
Center sponsored administrative/clerical
training
8.4
Center sponsored management
training
34.8
Continual improvement
training
35.9
Customer Service Training8.1

SpaceRef staff editor.