Client Survey Procedures
UTMB Audit Services is committed to a Total Quality Management approach to conducting engagements. Client feedback after each engagement (with the exception of selected engagements, e.g., Follow-up audits) is needed in order to measure the extent to which UTMB Audit Services is meeting client expectations. The online tool, Zommerang, is used to obtain such feedback.
Steps for the distribution and collection of client surveys:
- During the planning phase of the engagement, the lead auditor or designee should email the department’s Coordinator a request for the creation of a client survey. The email should also include the engagement name and assigned engagement Manager.
- After report issuance for the engagement, the Coordinator will send the survey and instructions to the individual survey participant(s).
The Coordinator will retrieve and print completed client surveys from the Zommerang website on a periodic basis. If no response is received within two weeks a reminder will be sent. The Coordinator will route completed surveys to the Director and the respective Audit Manager before filing them in the Surveys folder. The Coordinator will also track the rating results of each returned survey in a summary index, which will be updated as they are received. These results will be reported to the Institutional Audit Committee on a periodic basis.