Annual Customer Satisfaction Survey Results Promoting learning and discovery through teamwork and excellence in facility management.

Transcription

1 Annual Customer Satisfaction Survey Results 2017 Promoting learning and discovery through teamwork and excellence in facility management.

2 HOW WOULD YOU RATE THE CAMPUS GROUNDS IN THE FOLLOWING AREAS? APPEARANCE OF LAWNS, SHRUBS, AND TREES CLEANLINESS OF OUTDOOR COMMON AREAS APPEARANCE OF SIDEWALKS AND STREETS RESPONSIVENESS TO YOUR SERVICE REQUESTS 1 - Poor; 2 - Fair; 3 - Average; 4 - Good; 5 - Excellent Average in this Category: 3.79

3 HOW WOULD YOU RATE CUSTODIAL SERVICES IN THE FOLLOWING AREAS? CLEANLINESS OF OFFICES CLEANLINESS OF CLASSROOMS CLEANLINESS OF LABORATORIES CLEANLINESS OF RESTROOMS CLEANLINESS OF COMMON AREAS RESPONSIVENESS TO YOUR SERVICE REQUESTS 1 - Poor; 2 - Fair; 3 - Average; 4 - Good; 5 - Excellent Average in this Category: 3.54

4 HOW WOULD YOU RATE BUILDING MAINTENANCE IN THE FOLLOWING AREAS? RESPONSIVENESS TO YOUR SERVICE REQUESTS COMMUNICATION AND FOLLOW UP CLEAN UP OF WORK SITE QUALITY OF WORK PERFORMED MAINTAINING COMFORTABLE ROOM TEMPERATURE LEVELS 1 - Poor; 2 - Fair; 3 - Average; 4 - Good; 5 - Excellent Average in this Category: 3.53

5 HOW WOULD YOU RATE EVENT SERVICES IN THE FOLLOWING AREAS? TIMELINESS OF EVENT QUOTES RESPONSIVENESS TO EVENT CHANGES SETUP AND TEAR DOWN AT EVENT SITE QUALITY OF WORK PERFORMED 1 - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.81

6 HOW WOULD YOU RATE VEHICLE MAINTENANCE IN THE FOLLOWING AREAS? TIMELY RESPONSE TO YOUR ESTIMATE REQUESTS RESPONSIVENESS TO YOUR SERVICE REQUESTS COMMUNICATION AND FOLLOW UP QUALITY OF WORK PERFORMED 1 - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.93

7 HOW WOULD YOU RATE THE CUSTOMER SERVICES AND THE FACILITIES SERVICE CENTER STAFF IN THE FOLLOWING AREAS? PROFESSIONAL COMMUNICATIONS (PHONE AND ) PROMPT RESPONSE TO INQUIRES TIMELY NOTIFICATION OF FACILITIES ACTIVITIES (CONSTRUCTION, UTILITY OUTAGES, ETC.) ACCURATE BILLING OF MAINTENANCE CHARGES 1 - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.72

8 HOW WOULD YOU RATE THE EASE OF USE OF ISERVICE DESK? 3.57 EASE OF USE 1 - Poor; 2 - Fair; 3 - Average; 4 - Good, 5 - Excellent

9 HOW WOULD YOU RATE THE FACILITIES WEBSITE IN THE FOLLOWING AREAS? EASE OF USE APPEARANCE USEFULLNESS OF INFORMATION 1 - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.6

10 HOW WOULD YOU RATE FACILITIES OVERALL IN THE FOLLOWING AREAS? VALUE OF SERVICE PROFESSIONALISM COURTEOUSNESS COMMUNICATION 1 - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.8

11 WHAT IS YOUR ROLE AT UTSA? EXECUTIVE MANAGEMENT FACULTY MANAGEMENT STAFF STUDENT OTHER Number of responses by role = 531

12 WHAT IS THE PRIMARY BUILDING YOU WORK/SPEND TIME IN? Number of responses by building; all others = 0

13 HOW OFTEN DO YOU DIRECTLY INTERACT WITH FACILITIES EMPLOYEES? DAILY WEEKLY MONTHLY QUARTERLY ANNUALLY SELDOM NEVER Number of responses = 531

14 CUSTOMER COMMENTS BY CATEGORY Number of comments

15 CUSTOMERS WANTING FACILITIES TO CONTACT THEM ABOUT THE SURVEY 49 NUMBER OF CUSTOMERS * 1 customer s contact info is listed as anonymous

16 NUMBER OF SURVEYS COMPLETED BY DATE DEC 5-DEC 6-DEC 7-DEC 8-DEC 9-DEC 10-DEC 11-DEC 12-DEC 13-DEC 14-DEC 15-DEC 16-DEC 17-DEC 18-DEC 19-DEC 20-DEC 21-DEC 22-DEC UTSA Today article posted on 4 Dec Initial s sent on 12 Dec and 13 Dec Reminder s sent on 19 Dec and 20 Dec