CUSTOMER SATISFACTION SURVEY FACILITY SERVICES 2013/14

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2006/07 2007/08 2008/09 2009/10 2010/11 2011/12 2012/13 2013/14

Cleanliness (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 4.15 4.16 4.38 4.49 4.43 4.66 4.32

Trash picked up (exterior public areas) N/A N/A N/A 4.54 4.57 4.51 4.67 4.37

Litter picked up after events (exterior public areas) N/A N/A N/A 4.51 4.56 4.62 4.67 4.40

Floorcare (classrooms, labs, studios) N/A N/A N/A 4.40 4.40 4.50 4.21 3.75

Cleanliness (classrooms, labs, studios) 4.17 3.80 3.97 4.45 4.44 4.51 4.28 3.96

Trash emptied (classrooms, labs, studios) N/A N/A N/A 4.56 4.47 4.61 4.52 4.21

Floorcare (workspace/office) N/A N/A N/A 3.00 2.96 2.97 3.15 2.93

Cleanliness (workspace/office) N/A N/A N/A 3.46 3.48 3.45 3.59 3.24

Trash emptied (workspace/office) N/A N/A N/A 3.79 3.92 4.05 4.26 3.90

The campus is well-lit at night 4.03 3.82 3.85 3.92 4.03 4.18 4.17 3.89

The restrooms are clean and well-stocked with soap and

paper goods N/A N/A N/A N/A N/A 3.84 4.00 4.06

The temperature and environmental conditions in the

buildings, offices, and classrooms are comfortable N/A N/A N/A N/A N/A 3.76 3.87 3.75

Process for completing a work request - AiM 4.23 4.15 3.57 N/A N/A

Process for completing a work request - telephone 3.31 2.91 4.28 4.40 4.53

Process for completing a work request - online N/A N/A N/A N/A N/A 3.92 4.14 4.28

Work request completed in a timely manner - AiM N/A N/A N/A 3.16 3.25 3.77 N/A N/A

Work request completed in a timely manner - telephone N/A N/A N/A 3.59 3.91 4.06 4.27 N/A

Work request completed in a timely manner - online N/A N/A N/A N/A N/A 3.72 4.00 N/A

Facilities Service Desk Representative was courteous in

assisting with the work request via telephone N/A 3.59 3.45 4.49 4.34 4.68 4.69 4.79

Clean up after work request was complete N/A N/A N/A 4.15 4.00 4.00 4.13 4.29

Indoor Campus Lighting - Brightness 4.37 4.39 N/A N/A N/A

Indoor Campus Lighting - Usefulness 4.39 4.43 N/A N/A N/A

Campus signs are useful 3.84 3.45 3.52 4.18 4.30 N/A N/A N/A

Please rate your level of satisfaction with the following:

3.87

N/A 3.23 3.22

4.25 4.10

Overall Satisfaction Trend Analysis:

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

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Overall Mean Score Student Mean Score Faculty Mean Score Staff Mean Score

Cleanliness (exterior public areas) 4.24 4.54 4.22 4.05

Landscaping (exterior public areas) 4.56 4.70 4.44 4.50

Sidewalks free of cracks (exterior public areas) 4.32 4.44 4.56 4.19

Trash picked up (exterior public areas) 4.37 4.57 4.18 4.28

Litter picked up after events (exterior public areas) 4.40 4.54 4.38 4.32

Floorcare (classrooms, labs, studios) 3.75 4.07 2.78 N/A

Cleanliness (classrooms, labs, studios) 3.96 4.23 3.17 N/A

Trash emptied (classrooms, labs, studios) 4.21 4.42 3.59 N/A

Floorcare (workspace/office) 2.93 N/A 3.17 2.88

Cleanliness (workspace/office) 3.24 N/A 3.41 3.20

Trash emptied (workspace/office) 3.90 N/A 3.78 3.92

The restrooms are clean and well-stocked with soap and

paper goods 4.06 4.00 3.56 3.20

The campus is well-lit at night 3.89 3.89 4.18 4.16

buildings, offices, and classrooms are comfortable 3.75 3.72 3.33 3.86

Hitting Target (3.5 - 3.99) Below Target (3.49 and Below)

BREAKDOWN OF OVERALL SATISFACTION MEAN SCORES BY DEMOGRAPHICS

Please rate your level of satisfaction with the

following:

Mean Satisfaction Scores for Respondents

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.

Key for Mean Scores

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Faculty 18

Staff 81

Student 54

153

Very

Satisfied Satisfied Dissatisfied Very Dissatisfied % Satisfied %Dissatisfied

Cleanliness 65 55 8 6 89.55% 10.45% 134 120 14

Landscaping 84 47 4 1 96.32% 3.68% 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% 5.47% 128 121 7

OVERALL RESPONSES - CUSTODIAL SERVICES

Overall Response Count: _{of Respondents:}Satisfaction Please rate your level of satisfaction with the custodial

services for the exterior public areas.

*% Satisfied = Very Satisfied and Satisfied Combined

% Dissatisfied = Very Dissatisfied and Dissatisfied Combined

Are you primarily: Response Count:

0.00% 20.00% 40.00% 60.00% 80.00% 100.00%

Cleanliness

Landscaping

Sidewalks free of cracks

Trash picked up

Litter picked up after events

89.55% 96.32% 93.28% 92.59% 94.53% 10.45% 3.68% 6.72% 7.41% 5.47%

Overall Satisfaction with Services

% Satisfied %Dissatisfied

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Very

Satisfied Satisfied Dissatisfied Very Dissatisfied % Satisfied %Dissatisfied

Floorcare (Vacuumed/mopped) 29 19 13 7 70.59% 29.41% 48 20 68

Cleanliness 30 27 9 5 80.28% 19.72% 57 14 71

Trash Emptied 37 23 8 2 85.71% 14.29% 60 10 70

Very Satisfied Satisfied Dissatisfied Very Dissatisfied % Satisfied %Dissatisfied

Floorcare (Vacuumed/mopped) 15 30 29 23 46.39% 53.61% 45 52 97

Cleanliness 16 43 20 17 61.46% 38.54% 59 37 96

Trash Emptied 28 49 11 7 81.05% 18.95% 77 18 95

Please rate your level of satisfaction with the custodial services for instructional areas (Students and Faculty)

Overall Response Count: Overall Satisfaction

of Respondents:

Please rate your level of satisfaction with the custodial services for workspace/office

(Faculty and Staff)

Overall Response Count: Overall Satisfaction _{of Respondents:}

% Dissatisfied = Very Dissatisfied and Dissatisfied Combined 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Floorcare (Vacuumed/mopped) Cleanliness Trash Emptied 70.59% 80.28% 85.71% 29.41% 19.72% 14.29%

Satisfaction with Instructional Areas - Faculty and Student Responses

% Satisfied %Dissatisfied 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Floorcare (Vacuumed/mopped) Cleanliness Trash Emptied 46.39% 61.46% 81.05% 53.61% 38.54% 18.95%

Satisfaction with Workspace/Office - Faculty and Staff Responses

% Satisfied %Dissatisfied

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Strongly Agree Agree Disagree Strongly Disagree % Agree % Disagree

The restrooms in the campus buildings are clean and

well-stocked with soap and paper goods. 36 69 35 13 68.60% 31.40%

The campus is well-lit at night 46 84 14 3 88.40% 11.50%

buildings, offices, and classrooms are comfortable 24 95 24 4 80.90% 19.00%

OVERALL RESPONSES - CAMPUS LIGHTING. TEMPERATURE, AND RESTROOMS

Overall Response Count: Agreement of Respondents:

*% Agree = Strongly Agree and Agree Combined

% Disagree = Strongly Disagree and Disagree Combined

Please rate your level of agreement with the following items.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

The restrooms in the campus buildings 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

68.60% 88.40% 80.90% 31.40% 11.50% 19.00%

Satisfaction with Campus Lighting, Temperature, and Restrooms

% Satisfied/% Agree % Dissatisfied/% Disagree

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Cleanliness 33 18 1 1 96.23% 3.77%

Landscaping 38 14 1 0 98.11% 1.89%

Sidewalks free of cracks 31 16 3 1 92.16% 7.84%

Trash picked up 34 17 2 0 96.23% 3.70%

Litter picked up after events 34 15 3 0 94.23% 5.77%

Floorcare (Vacuumed/mopped) 26 18 8 2 81.48% 18.52%

Cleanliness 25 22 1 1 95.92% 4.08%

Trash Emptied 31 18 3 1 92.45% 7.55%

STUDENT RESPONSES

Please rate your level of satisfaction with the custodial services for instructional areas

Student Response Count: Satisfaction

of Student Respondents:

Please rate your level of satisfaction with the custodial services for the exterior public areas

Student Response Count: _{of Respondents:}Satisfaction

DATA BREAKDOWN BY DEMOGRAPHICS

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Cleanliness 9 7 1 1 88.89% 11.11%

Landscaping 10 7 1 0 94.44% 5.56%

Trash picked up 8 7 1 1 88.24% 11.76%

Cleanliness 4 5 4 4 41.18% 58.82%

Trash Emptied 6 5 5 1 64.71% 35.29%

Cleanliness 5 5 6 1 58.82% 41.17%

Trash Emptied 8 5 3 2 72.22% 27.78%

Please rate your level of satisfaction with the custodial services for instructional areas (classrooms, labs, studios)

Faculty Response Count: _{of Respondents:}Satisfaction

FACULTY RESPONSES

Faculty Response Count: _{of Respondents:}Satisfaction

Please rate your level of satisfaction with the custodial services for your workspace/office

Faculty Response Count: Satisfaction

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Cleanliness 23 30 6 4 84.13% 15.87%

Landscaping 36 26 2 1 95.38% 4.62%

Trash picked up 29 30 5 1 90.77% 9.23%

Floorcare (Vacuumed/mopped) 8 23 21 14 46.97% 53.03% Cleanliness 8 29 16 12 56.92% 43.08% Trash Emptied 17 37 3 5 87.09% 12.90%

STAFF RESPONSES

Satisfaction of Respondents:

Staff Response Count: _{of Respondents:}Satisfaction

Please rate your level of satisfaction with the custodial services for your workspace/office

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Online Work Request 22 21 3 1 91.49% 8.51%

Telephone 43 15 2 2 93.55% 6.45%

Strongly Agree Agree Disagree Strongly Disagree % Agree % Disagree

The facilities service desk representative who assisted me

with my work request via the telephone was courteous. 50 10 1 0 98.36% 1.64%

Email 42

None 13

Verbal Acknowledgment 18

A completion card left at the job location 2

Response Count:

Provide your level of agreement with the following: Agreement of Respondents:

Satisfaction of Respondents: Overall Response Count:

FACULTY/STAFF WORK REQUESTS