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?

Yes No
95.2 4.8

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

Very Familiar Familiar Not Very Familiar Not At All Familiar
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?

Yes No
90.0 10.0

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

Very Familiar Familiar Not Very Familiar Not At All Familiar
20.0 54.3 22.7 3.0


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

Yes No
73.9 26.1

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

Very Familiar Familiar Not Very Familiar Not At All Familiar
49.6 39.6 9.8 1.0


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
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?

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 23.1 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?

Yes No Not Sure/Don't Know
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.

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

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

0-25% 26-50% 51-75% 76-100%
52.3 23.2 15.2 9.3


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

Daily Weekly Monthly Less than once a Month Never
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.

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

0-25% 26-50% 51-75% 76-100%
11.4 25.2 25.7 37.8


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

Daily Weekly Monthly Less than once a Month Never
76.9 16.7 3.4 2.2 0.8


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

Yes No Don't Know
51.9 33.1 15.0

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

Yes No Don't Know
75.1 12.2 12.7


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

Yes No (Skip to question 17) Don't Know (Skip to question 17)
53.8 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 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
89.3 2.6 8.1 0.0


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
22.6 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)?

Yes No
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.

Not Applicable
Do not Receive
Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied
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?

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

Not a problem A Minor
Problem
A Major
Problem
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?

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

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 31.8 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).

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

Yes No
40.3 59.7


26) Please indicate your age range.

Less than 25 25-34 35-44 45-54 55-64 65 or older
2.5 18.3 29.3 31.8 17.0 1.1


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) degree19.6
Post-Bachelor's courses, no graduate degree20.2
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 Center4.9
Goddard Space Flight Center12.8
Headquarters9.4
Johnson Space Center12.8
KennedySpace Center11.8
Langley Research Center11.2
Lewis Research Center11.5
Marshall Space Flight Center12.5
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 training8.4
Center sponsored management training34.8
Continual improvement training35.9
Customer Service Training8.1

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