|
|
|
CUSTOMER SERVICE ASSESSMENTAUXILIARY SERVICESThe customer service assessment for the Auxiliary Services (AE) was conducted in December 2006. As a result of this 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 twenty-six employees and students accessed the survey. Of these, 53 completed the survey. The number of responders was down slightly from the 65 who completed the survey in January 2005. Of these fifty-three, 17 are designated as students. The timing of the survey in December, when a majority of the faculty and students were not present, could be a factor. The fact that eight other surveys had been released by business & finance starting in October prior to the release of the Auxiliary survey could have affected the number of completed responses. The following is a summary of the key questions asked: Quality of Most Recent Service: In reviewing the data, the number of non respondents (N/A) significantly skewed the results related to “Quality of Most Recent Service.” N/A were defined as those respondents that had not used our services recently and therefore their response should not be weighed in calculating the overall percentages. Therefore, these NA were factored out of the calculation in determining the results in chart below. The following are combined ratings of “Good” and “Excellent” for these services.
Characteristics of Service: The following are combined ratings of “Good” and “Excellent” for these services.
Staff Customer Service: The following are combined ratings of “Good” and “Excellent” for these services.
On the question of how often the respondents were familiar with Auxiliary Services policies and procedures, 54% (27 respondents out of 50) indicated their familiarity was “good to excellent.” Thirty-four percent (10 respondents) indicated a neutral response. On the question of how well Auxiliary Services communicates changes to policies and procedures, 59% (26 respondents out of 44) rated the office “good to excellent.” Fifty-one percent (51%) of the respondents had visited the Auxiliary web site in the time period October – December 2006. Searching for general information and bookstore received the most responses. Seventy percent (26 out of 37) of the respondents indicated that the Auxiliary web site was comparable in quality and usefulness as compared to other UWG departmental web sites. Ninety percent (44 out of 49) of the responders (44) rated their overall experience with Auxiliary Services as “good to excellent.” In reviewing the actual on-line responses of items that respondents would like to see improved, the following was mentioned: 1. Improving customer service at the ID office 2. Making sure we respond to inquiries in a timely manner 3. Making sure our employees, especially student employees who man desk after normal business hours, are fully trained to answer student’s questions. 4. More options for on-campus catering to reduce costs 5. More meal options for freshman living on campus 6. More parking at the bookstore It can be noted that the concerns above more than likely were expressed by a small number of respondents, however, we take these concerns seriously and will strive to improve on service. In responding to the comments of the respondents, the following action will be taken: 1. The specifics of the comment will be reviewed with the staff to insure we are responsive at all times to students when they come in. 2. The specifics of this comment are not known and cannot be followed up with. Respondent indicates he/she had to wait 2 days for a response. 3. Comment appears to come from a faculty/staff member. We will revisit training with night staff. 4. Comment appears to come from a faculty/staff member. Catering is tied to our contract with our food service provider. Costs appear to be lower or at least comparable with outside catering costs. Auxiliary Services recognizes that departments have insufficient funds to cater events as compared to purchasing goods at a grocery store any bringing them in. 5. Freshman, living on campus, must purchase one of two mandatory plans. The plans in themselves are excellent but price appears to be an issue extracted from the comment. The university has no desire to change its meal plan policy regarding residential freshman. Non residential freshman and upper class students have access to additional voluntary plans. 6. Parking at the bookstore is limited and there is no room to expand at the present location. Following up action related to the January 2005 survey result, Auxiliary Services has: 1. Made improvements to its web site since 2005 & 2006. In addition, the University’s central web site has been totally redone. Subordinate websites, such as the B&F homepage and departmental homepages, are do for revamping by June 2007. 2. Made significant gains in bookstore customer service and providing textbooks to our students. The bookstore has significantly increased the availability of used books, thus reducing the overall cost to students. It continues to purchase high demand textbooks at a premium prices from students so as to have sufficient used books in the inventory. 3. Prior to the opening of fall 06, and continuing today, Auxiliary Services has made enormous strides in marketing to students all the services it offers. These include a new auxiliary brochure mailed to all students and parents, increased and enhanced visibility at orientation, on-campus marketing surveys to denote food service trends among our students. JTM 1/07 |
