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

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1 Baseline Customer Satisfaction Survey Results 205 Promoting learning and discovery through teamwork and excellence in facility management.

2 HOW WOULD YOU RATE THE CAMPUS GROUNDS IN THE FOLLOWING AREAS? A PPEARANCE OF LAWNS, SHRUBS, A ND TREES CLEANLINESS OF OUTDOOR COMMON A REAS A PPEARANCE OF SIDEWALKS AND S TREETS RESPONSIVENESS TO YOUR SERVICE REQUESTS - Poor; 2 - Fair; 3 - Average; 4 - Good; 5 - Excellent Average in this Category: 3.99

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 - Poor; 2 - Fair; 3 - Average; 4 - Good; 5 - Excellent Average in this Category: 3.46

4 HOW WOULD YOU RATE BUILDING MAINTENANCE IN THE FOLLOWING AREAS? RESPONSIVENESS TO YOUR SERVICE REQUESTS COMMUNICA TION AND FOLLOW UP CLEAN UP OF WORK S ITE Q UALITY OF WORK PERFORMED MAINTAINING COMFORTABLE ROOM TEMPERATURE LEVELS - Poor; 2 - Fair; 3 - Average; 4 - Good; 5 - Excellent Average in this Category: 3.69

5 HOW WOULD YOU RATE EVENT SERVICES IN THE FOLLOWING AREAS? TIMELINESS OF EVENT QUOTES RESPONSIVENESS TO EVENT CHA NGES SETUP AND TEAR DOWN A T EVENT S ITE Q UALITY OF WORK PERFORMED - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 4.0

6 HOW WOULD YOU RATE VEHICLE MAINTENANCE IN THE FOLLOWING AREAS? TIMELY RESPONSE TO YOUR ESTIMATE REQUESTS RESPONSIVENESS TO YOUR SERVICE REQUESTS COMMUNICA TION AND F OLLOW UP Q UALITY OF WORK PERFORMED - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.74

7 4.03 HOW WOULD YOU RATE THE CUSTOMER SERVICES AND WORK CONTROL STAFF IN THE FOLLOWING AREAS? PROFESSIONA L COMMUNICA TIONS (PHONE AND E -MAIL) PROMPT RESPONSE TO INQUIRES TIMELY NOTIFICA TION OF F A CILITIES A CTIVITIES (CONSTRUCTION, UTILITY OUTAGES, ETC.) A CCURATE BILLING OF MAINTENA NCE CHA RGES - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.8

8 HOW WOULD YOU RATE THE EASE OF USE OF ISERVICE DESK? 3.63 EASE OF USE - Poor; 2 - Fair; 3 - Average; 4 - Good, 5 - Excellent

9 ARE YOU AWARE THAT FACILITIES OFFERS ISERVICE DESK TRAINING? YES NO Number of responses

10 HAVE YOU RECEIVED TRAINING ON ISERVICE DESK? YES NO Number of responses

11 IF YES, WHO TRAINED YOU ON ISERVICE DESK? FACILITIES CO-WORKER S ELF OTHER Number of responses

12 IF NO, WOULD YOU LIKE TO BE TRAINED ON ISERVICE DESK? YES NO Number of responses

13 HOW WOULD YOU RATE THE FACILITIES WEBSITE IN THE FOLLOWING AREAS? EASE OF USE A PPEARANCE USEFULLNESS OF INFORMATION - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 3.68

14 HOW WOULD YOU RATE FACILITIES OVERALL IN THE FOLLOWING AREAS? V A LUE OF SERVICE PROFESSIONA LISM COURTEOUSNESS COMMUNICA TION - Poor; 2 - Fair; 3 - Average; 4 Good; 5 Excellent Average in this Category: 4.0

15 WHAT IS YOUR ROLE AT UTSA? EXECUTIVE MANA GEMENT FACULTY MANA GEMENT S TAFF S TUDENT OTHER Number of responses by role

16 WHAT IS THE PRIMARY BUILDING YOU WORK/SPEND TIME IN? A RT BSB BSE BOS BVB BB BSA CA R CRW CC D BB FLN FSB FS ITC JPL LV MB MBT MH MNT MS NPB PE PNB RWC SSF-B UC OTHER Number of responses by building; all others = 0

17 HOW OFTEN DO YOU DIRECTLY INTERACT WITH FACILITIES EMPLOYEES? D A ILY WEEKLY MONTHLY QUARTERLY A NNUALLY S ELDOM NEVER Number of responses

18 CUSTOMER COMMENTS BY CATEGORY Number of comments

19 CUSTOMERS WANTING FACILITIES TO CONTACT THEM ABOUT THE SURVEY 30 NUMBER OF CUSTOMERS * customer s contact info is listed as anonymous