CUSTOMER SATISFACTION SURVEY FACILITY SERVICES 2013/14

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Harold Thomas Goodwin
8 years ago
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1 MEAN SATISFACTION SCORES/TREND DATA The trend data pulls an average score from all the data and compares it to the prior years scores to see if there is any improvement from year to year. OVERALL SATISFACTION/TREND DATA RESULTS Please rate your level of satisfaction with the following: Overall Trend Analysis: 2006/ / / / / / /13 Cleanliness (exterior public areas) Landscaping (exterior public areas) Sidewalks free of cracks (exterior public areas) Trash picked up (exterior public areas) N/A N/A N/A Litter picked up after events (exterior public areas) N/A N/A N/A Floorcare (classrooms, labs, studios) N/A N/A N/A Cleanliness (classrooms, labs, studios) Trash emptied (classrooms, labs, studios) N/A N/A N/A Floorcare (workspace/office) N/A N/A N/A Cleanliness (workspace/office) N/A N/A N/A Trash emptied (workspace/office) N/A N/A N/A The campus is well-lit at night The restrooms are clean and well-stocked with soap and paper goods The temperature and environmental conditions in the buildings, offices, and classrooms are comfortable N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Process for completing a work request - AiM N/A N/A N/A Process for completing a work request - telephone Process for completing a work request - online N/A N/A N/A N/A N/A Work request completed in a timely manner - AiM N/A N/A N/A N/A N/A Work request completed in a timely manner - telephone N/A N/A N/A N/A Work request completed in a timely manner - online N/A N/A N/A N/A N/A N/A Facilities Service Desk Representative was courteous in assisting with the work request via telephone N/A Clean up after work request was complete N/A N/A N/A Indoor Campus Lighting - Brightness N/A N/A N/A Indoor Campus Lighting - Usefulness N/A N/A N/A Campus signs are useful N/A N/A N/A

(exterior public areas) 4.18 3.83 3.93 4.45 4.50 4.55 4.60 4.24 Landscaping (exterior public areas) 4.32 4.13 4.25 4.54 4.57 4.57 4.71 4.56 Sidewalks free of cracks (exterior public areas) 4.33 4.

2 MEAN SATISFACTION SCORES BY DEMOGRAPHIC The mean satisfaction scores are broken down by demographic to provide further details on opportunities for improvement by showing where satisfaction/dissatisfaction may be the greatest. BREAKDOWN OF OVERALL SATISFACTION MEAN SCORES BY DEMOGRAPHICS Please rate your level of satisfaction with the following: Overall Mean Score Mean Scores for Respondents Student Mean Score Faculty Mean Score Staff Mean Score Cleanliness (exterior public areas) Landscaping (exterior public areas) Sidewalks free of cracks (exterior public areas) Trash picked up (exterior public areas) Litter picked up after events (exterior public areas) Floorcare (classrooms, labs, studios) N/A Cleanliness (classrooms, labs, studios) N/A Trash emptied (classrooms, labs, studios) N/A Floorcare (workspace/office) 2.93 N/A Cleanliness (workspace/office) 3.24 N/A Trash emptied (workspace/office) 3.90 N/A The restrooms are clean and well-stocked with soap and paper goods The campus is well-lit at night The temperature and environmental conditions in the buildings, offices, and classrooms are comfortable Key for Mean Scores Above Target (4.0 and Above) Hitting Target ( ) Below Target (3.49 and Below)

BREAKDOWN OF OVERALL SATISFACTION MEAN SCORES BY DEMOGRAPHICS Please rate your level of satisfaction with the following: Overall Mean Score Mean Scores for Respondents Student Mean Score Faculty Mean

3 OVERALL RESPONSES - CUSTODIAL SERVICES Are you primarily: Response Count: Faculty 18 Staff 81 Student services for the exterior public areas. Very Satisfied Satisfied Dissatisfied Very Dissatisfied % Satisfied %Dissatisfied Cleanliness % 10.45% Landscaping % 3.68% Sidewalks free of cracks % 6.72% Trash picked up % 7.41% Litter picked up after events % 5.47% *% Satisfied = Very Satisfied and Satisfied Overall with Services Litter picked up after events 94.53% 5.47% Trash picked up 92.59% 7.41% % Satisfied Sidewalks free of cracks 93.28% 6.72% %Dissatisfied Landscaping 96.32% 3.68% Cleanliness 89.55% 10.45% 0.00% 20.00% 40.00% 60.00% 80.00% %

68% 136 131 5 Sidewalks free of cracks 62 63 8 1 93.28% 6.72% 134 125 9 Trash picked up 71 54 8 2 92.59% 7.41% 135 125 10 Litter picked up after events 66 55 5 2 94.53% 5.

4 services for instructional areas (Students and Faculty) Very Satisfied CUSTOMER SATISFACTION SURVEY Overall Satisfied Dissatisfied Very Dissatisfied % Satisfied %Dissatisfied Floorcare (Vacuumed/mopped) % 29.41% Cleanliness % 19.72% Trash Emptied % 14.29% *% Satisfied = Very Satisfied and Satisfied with Instructional Areas - Faculty and Student Responses Trash Emptied 85.71% 14.29% % Satisfied Cleanliness 80.28% 19.72% %Dissatisfied Floorcare (Vacuumed/mopped) 70.59% 29.41% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% services for workspace/office (Faculty and Staff) Overall Floorcare (Vacuumed/mopped) % 53.61% Cleanliness % 38.54% Trash Emptied % 18.95% with Workspace/Office - Faculty and Staff Responses *% Satisfied = Very Satisfied and Satisfied Trash Emptied 81.05% 18.95% % Satisfied Cleanliness 61.46% 38.54% %Dissatisfied Floorcare (Vacuumed/mopped) 46.39% 53.61% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

29% 60 10 70 *% Satisfied = Very Satisfied and Satisfied with Instructional Areas - Faculty and Student Responses Trash Emptied 85.71% 14.29% % Satisfied Cleanliness 80.28% 19.

5 OVERALL RESPONSES - CAMPUS LIGHTING. TEMPERATURE, AND RESTROOMS Please rate your level of agreement with the following items. The restrooms in the campus buildings are clean and wellstocked with soap and paper goods. Agreement Strongly Agree Agree Disagree Strongly Disagree % Agree % Disagree % 31.40% The campus is well-lit at night % 11.50% The temperature and environmental conditions in the buildings, offices, and classrooms are comfortable % 19.00% *% Agree = Strongly Agree and Agree % Disagree = Strongly Disagree and Disagree with Campus Lighting, Temperature, and Restrooms The temperature and environmental conditions in the buildings, offices, and classrooms are comfortable 80.90% 19.00% % Satisfied/% Agree The campus is well-lit at night 88.40% 11.50% % Dissatisfied/% Disagree The restrooms in the campus buildings are clean and well-stocked with soap and paper goods % 31.40% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

40% The campus is well-lit at night 46 84 14 3 88.40% 11.50% The temperature and environmental conditions in the buildings, offices, and classrooms are comfortable 24 95 24 4 80.90% 19.

6 DATA BREAKDOWN BY DEMOGRAPHICS The following custodial services data has been broken down by demographics (student, faculty, staff) to help provide more details on satisfaction/dissatisfaction. STUDENT RESPONSES services for the exterior public areas Student Response Count: Cleanliness % 3.77% Landscaping % 1.89% Sidewalks free of cracks % 7.84% Trash picked up % 3.70% Litter picked up after events % 5.77% *% Satisfied = Very Satisfied and Satisfied services for instructional areas Student Response Count: of Student Respondents: Floorcare (Vacuumed/mopped) % 18.52% Cleanliness % 4.08% Trash Emptied % 7.55% *% Satisfied = Very Satisfied and Satisfied

84% Trash picked up 34 17 2 0 96.23% 3.70% Litter picked up after events 34 15 3 0 94.23% 5.

7 FACULTY RESPONSES services for the exterior public areas Faculty Response Count: Cleanliness % 11.11% Landscaping % 5.56% Sidewalks free of cracks % 0.00% Trash picked up % 11.76% Litter picked up after events % 6.25% *% Satisfied = Very Satisfied and Satisfied services for instructional areas (classrooms, labs, studios) Faculty Response Count: Floorcare (Vacuumed/mopped) % 58.82% Cleanliness % 58.82% Trash Emptied % 35.29% *% Satisfied = Very Satisfied and Satisfied services for your workspace/office Faculty Response Count: Floorcare (Vacuumed/mopped) % 50.00% Cleanliness % 41.17% Trash Emptied % 27.78% *% Satisfied = Very Satisfied and Satisfied

25% *% Satisfied = Very Satisfied and Satisfied services for instructional areas (classrooms, labs, studios) Faculty Response Count: Floorcare (Vacuumed/mopped) 5 2 5 5 41.18% 58.

8 STAFF RESPONSES services for the exterior public areas Staff Response Count: Cleanliness % 15.87% Landscaping % 4.62% Sidewalks free of cracks % 7.69% Trash picked up % 9.23% Litter picked up after events % 5.00% *% Satisfied = Very Satisfied and Satisfied services for your workspace/office Staff Response Count: Floorcare (Vacuumed/mopped) % 53.03% Cleanliness % 43.08% Trash Emptied % 12.90% *% Satisfied = Very Satisfied and Satisfied

9 FACULTY/STAFF WORK REQUESTS Please rate your satisfaction with the process for completing a work request Online Work Request % 8.51% Telephone % 6.45% *% Satisfied = Very Satisfied and Satisfied with the Work Request Process Telephone 93.55% 6.45% % Satisfied % Online Work Request 91.49% 8.51% 0.00% 20.00% 40.00% 60.00% 80.00% % Provide your level of agreement with the following: The facilities service desk representative who assisted me with my work request via the telephone was courteous. Agreement Strongly Agree Agree Disagree Strongly Disagree % Agree % Disagree % 1.64% *% Agree = Strongly Agree and Agree % Disagree = Strongly Disagree and Disagree How are you informed that your work request has been completed? Response Count: 42 None 13 Verbal Acknowledgment 18 A completion card left at the job location 2

00% Provide your level of agreement with the following: The facilities service desk representative who assisted me with my work request via the telephone was courteous.

https://brandeis.qualtrics.com/controlpanel/ajax.php?action=getsurvey...

1 of 10 2/29/2016 1:51 PM The following survey asks about your satisfaction with various aspects of Brandeis University Campus Operations (see list, below, for specific subject areas). The goal is to gain