The Service Effectiveness Survey is part of Queen's participation in NousCubane's UniForum benchmarking program.
This survey is an opportunity to give feedback separately on three aspects of service delivery:
- people
- systems
- processes
One of the first activities of the Renew Program was to conduct this survey.
Part 1 of the survey was administered by NousCubane in February 2024, followed by Part 2 in April 2024. There was strong participation across the university in both surveys.
More than 2,500 faculty and staff were invited to complete the survey; these are people in the Queen's community who, based on their role, use a wide range of university services.
Survey participants were invited based on NousCubane methodology and is standardized across all universities that participate in their shared data collection and benchmarking.
Survey timeline
The survey was divided into two parts to reduce the time required for survey participants.
- Part 1: Completed in February, Part 1 included 35 of the 70 services that are part of NousCubane’s benchmarking program.
- Part 2: Completed in April, Part 2 included the remaining 35 services.
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Yearly: In future, the survey will be conducted once a year, with the next one occurring in November 2025.
Privacy and confidentiality
The survey was administered on servers located in Canada.
Survey responses were de-identified and confidential. As there were some optional free text fields for comments, there was the possibility that participants could inadvertently identify themselves or others through their comments. Any information in comments that could potentially identify an employee at Queen’s, including names and email addresses, was redacted.
The university will only ever receive summary reports from NousCubane using de-identified survey responses. Queen’s will not have access to this data.
Results
An update on the results of the survey will be provided to the university community in fall 2024.
Instructions to Survey Participants
Check your inbox, junk, and clutter folders if you received an email indicating you would be invited to complete the survey but did not receive the survey.
The message will come from noreply@surveys.cubaneconsulting.com, with title "NousCubane Effectiveness Survey". If you are still having difficulty locating the survey, please contact IT Services for assistance.
The survey is intended to gather information about services used by employees. If you are delivering that service, you are not using the service and should select ‘N/A not enough experience with this service’.
Please answer based on where most of your experience using the service is located. Use comments to differentiate, if applicable.
This is a standardized survey used across multiple universities; some services may be described using terms that are different from those used at Queen’s.
If you are not clear on the service being referenced, do not respond to that section. Instead, select "N/A not enough experience with this service" or contact renew@queensu.ca for clarification on the service described.