CUSTOMER SERVICE ASSESSMENT
FACILITIES & GROUNDS
The
customer service survey for Facilities and Grounds ran from November 15th 2006 until January 2, 2007. Due to holidays and our need for feedback
from students, we allowed our survey to run for a longer period of time.
We were able, thanks to BITS, to run this survey through the student portal to
collect their feedback. Ten separate shops with-in Facilities and Grounds
were evaluated in this survey.
A total of 135 responses were received with 47% students, 5% faculty, 45%
staff, and 3% others completing the questionnaire. We are quite pleased
to see the number of student responses by using their portal.
Overall satisfaction with services offered by UWG Facilities and Grounds was
92% with 5% unsatisfied and 3% N/A. While we are happy at the high
percentage of satisfaction, we must be diligent in our efforts to continuously
improve our services. Listed below will be ways our department will use
the information in this report to improve our services:
- 66% of the respondents have
been affiliated with UWG for less than 5 years. This fact
indicates a concerted effort by all supervisory level employees to take
the opportunity to meet new faculty, staff, and students on a daily
basis. I am tasked to communicate with 5 new people each week to
explain our services and to make certain our customer’s needs are being
met.
- Only 5% of the respondents were
faculty. With the Academic climate on campus in a state of “flux”,
it is prudent to take time to meet as many department chairs as possible
and listen to their concerns for their specific department. There
appears to be a great need to share some successes with regards to energy
conservation at this time. Some of the comments received still
mentioned problems with HVAC and temperatures occupants must endure.
We have experienced significant “cost avoidance” in the past 12 months and
this needs to be shared to relieve some of the anxiety that exist.
- A student mentioned that we
“completed the job in a timely fashion and to their satisfaction” but
didn’t realize persons had done the work until later. This
reinforces the need to leave door hangers in residence halls when students
are not present. This form of communication was reinstated in late
November.
- UWG Facilities has also been
given access to all students in residence halls to have individual work
request e-mailed in to our Work Information System. This has taken
place only in the last week and we are excited to have this avenue of
contact with our students. In the past, students were required to
give information to their residence hall RA to pass on to us; too often,
WIC did not receive this request and the student felt ignored. By
taking out the “third party” communication and being able to provide
reports to all Resident Hall administration, we should be able to have
quicker, more efficient communication to solve student problems in a
timely manner.
While we are happy that all departments in Facilities received
high grades, it is important to use our own data collection to make sure we are
responding to the needs of all campus constituents in a timely and satisfactory
manner. Our
Work
Information
Center
developed a survey that is attached to all completed work orders in 2006.
This “real time” survey allows us to review any work request that was not
completed to the satisfaction of the customer and the opportunity to contact
the customer “face to face” to make sure we can rectify their problem.
