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High-Level Results – B&F Customer Satisfaction Survey 2009, 2011 & 2013% OF B&F TOTAL SURVEYS, BY AVP AREA8,516 individual surveys were completed in 2013 (a decrease of 40% from 2011). The charts below representthe changing makeup of the overall survey response pool, broken out by AVP area, from 2009 (11,526surveys), 2011 (14,199 surveys) and 2013 (8,516 surveys).Total Responses by AVP Area 2009 2011 2013 % Change 2011-2013B&F Overall 11,526 14,199 8,516 -40%Facilities & Operations 3,251 5,247 3,262 -37%Finance 2,512 3,506 1,638 -53%University Human Resources 1,942 1,234 866 -29%Information and Technology Services 3,821 4,212 2,750 -34%CUSTOMER SEGMENT: CUSTOMER – OVERALL SATISFACTION MEAN SCORESSATISFACTION RATING 2009 2011 2013Total Responses by Customer Type *7.46 7.51 *7.39Academic Units *7.56 7.47 7.37Div Student Affairs 7.40 7.34 7.24UM Health System 7.53 7.50 *7.27Central Admin Users/Other 7.59 *7.21 *7.56Business & Finance Employees *7.47 *7.66 7.55Unreported 7.09 7.85 *7.32* Indicates a statistically significant change from the previous reporting period.% OF B&F TOTAL SURVEYS, BY CUSTOMER TYPECustomer Satisfaction Survey Team –2013, Exec Summary Page 6 May 17, 2013