CUSTOMER SERVICE ASSESSMENT

CAMPUS PLANNING & DEVELOPMENT

FY 2007

According to the customer service assessment conducted for Campus Planning and Development (CP&D) conducted in November 2006 the results indicate the following:  43% - 46% of the 28 respondents listed ‘N/A’ as a typical response.  Response (8) – ‘Most of the services I receive from CP&D were not really listed but I did the best I could answering the survey’.  Overall 52% of the respondents strongly agreed they were satisfied with the services provided by CP&D.  Of the 28 respondents 24 or 83% of the respondents were staff.  11%-18% of the respondents indicated that CP&D provides excellent service and experience.

This was the first such survey conducted for CP&D and while the initial findings are positive there are several items that will be addressed to improve our overall customer satisfaction to the highest level. These will be addressed in response to the individual survey questions as listed.

Related to ‘General Contracting’ and ‘Project Management’ one respondent (4%) considered our service in this area as poor.  While this might be an acceptable level of satisfaction overall, we will strive to improve this performance by better communication with our customers and improved business process.

Related to ‘Advisor / Consultant – Architect / Engineer and contractor selection –scope, planning-bids and budget’ two respondents (7%) considered this service in this area to be poor.  I feel these two responses are driven by ‘budget’ and feel that construction costs are excessive.  Response (7) - ‘Projects cost much more than they should.  Some of the costs are outrageous and should be audited’.  We will do a better job of informing our customer of the budget process in hopes to improve this area.

Again, one respondent disagreed that CP&D provided appropriate information, response, operates in a professional manner, or were helpful in facilitating their requests and wasn’t satisfied with the services provided by CP&D.  I believe each of these issues can be addressed by involving and informing the customer along with improving communication.

As a result of meeting and discussion with the CP&D staff we have begun to implement the above procedures for improvement.  We also plan to review and refine the survey questions for future use.