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Business Process Redesign
CUSTOMER SATISFACTION ASSESSMENT
AUXILIARY SERVICES
1/31/2005
The
customer satisfaction assessment for the Auxiliary Services (AE) was conducted in January 2005.
As a result of the assessment, it was
determined that overall Auxiliary Services is performing well and our customers
seem to be pleased with the service provided by the Department.
One Hundred
forty-five (145) employees accessed the survey.
Of these, 64 completed the survey and 33 completed the survey
partially. The following is a summary of
the key questions asked:
Quality
of Most Recent Service
| | 1. Bookstore |
74 % of respondents
rated AE good to excellent |
| | 2. Mail Service |
93 % of respondents
rated AE good to excellent |
| | 3. ID Card |
91% of respondents rated AE good to
excellent |
| | 4. Facility Reservation |
83% of respondents rated AE good to excellent |
Characteristics
of Service
| | 1. Timeliness of service |
86% of respondents rated AE good to excellent |
| | 2. User friendly Service |
85% of respondents rated AE
good to excellent |
| | 3. Follow-up |
77% of respondents rated AE good to excellent |
Staff Customer
Service
| | 1. Staff Knowledge |
88% of respondents rated AE good to excellent |
| | 2. Staff Responsiveness |
90% of respondents rated AE good to
excellent |
| | 3. Staff Courtesy |
95% of respondents rated AE good to
excellent |
| | 4. Staff Helpfulness |
86% of respondents rated AE good to
excellent |
| | 5. Staff Confidentiality |
86% of respondents rated AE good to
excellent |
| | 6. Training |
81% of respondents rated AE good to
excellent |
On the
question of how often Auxiliary Services exceeds expectations, 81% (29
respondents) rated the office as meeting their expectation “most often” or
“always.”
On the
question of how would you rate the employee’s overall experience with Auxiliary
Services, 87% (48 respondents) rated the office “good to excellent.”
In
reviewing the actual on-line responses of items that respondents would like to
see improved, the following was mentioned:
- Web site for Food Service
- Post Office remain open to 5PM
- Improvements to bookstore inventory
and customer service.
- Better inform campus of AE services
In
responding to the comments of the respondents, the following action will be
taken:
- While there is a link to food
service on the AE web site,
improving awareness of all AE
services will be explored.
- Due to the pick up schedule of the Carrollton
Post Office, all stamp metering services must cease for the day prior to 4:30pm.
The office uses the last 30 minutes of the
day to close out the business functions of the office.
This will be reviewed to see if options are
available.
- Concerns will be addressed with the
bookstore manger to improve service.
- Auxiliary Services will investigate
ways to make their services better known to employees and students.
Footnote: The AE
survey was not made available to students.
Because students are a major user of AE
services, efforts will be made to design a survey instruments that students can
respond to. This will be put in place fall 2005.
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