Customer Satisfaction Survey Results Oregon Institute of Technology December 2012

Transcription

1 Service Delivery, Work Performance, And Communication with the Customer Customer Satisfaction Survey Results Oregon Institute of Technology December

2 ROPA sm - Return on Physical Assets Service analysis Asset Reinvestment Sightlines Service Profile: The work order process is evaluated. The campus inspection includes a crosssectional tour of Oregon Tech s campus by Sightlines professionals. And finally, a customer satisfaction survey is completed by a sample of the campus population. Asset Reinvestment Oregon Tech FY12 ROPA Radar Chart Annual Stewardship FY2008 Annual Stewardship Operating Effectiveness Operating Effect Service Service Optimal Target Actual 2

3 Overall Statistics Demographic, years, and position % of Completed Surveys Out of 36 that viewed the survey 17% Number of years at Oregon Tech 21% 46% 17% 12% 4% My position closely matches: 83% Staff Admin Support 33% 46% Manager 13% Completed Started Faculty 4% Acad Dept Head 4% 3

4 Service Request Process and Facilities Service Center 4

5 Work request process Most users are in contact with Facilities Services over 25 times per year Frequency of use of Facilities Services: 17% The most important component of the work request process FY12: I understand the procedure for submitting work requests 58% 25% I utilize the proper procedure for submitting work requests 0-5 times/year 6-10 times/year times/year times/year Over 25 times/year The work request process meets my needs FY10 FY12 Strong Disagree Undecided Strongly Agree 5

6 Work Request Process Work being performed competently and efficiently are the two most important components When asked to choose: The Most Important Component of the Work Request Process : Work requests are performed competently The process to requisition work requests is effective Work requests are performed in a timely manner Work requests are performed courteously/professionally Clear communication of work request schedule Notification of work request status (ie: pending, in progress, complete) 0% 10% 20% 30% 6

7 % of respondents Work request process- relative importance A majority of respondents feel as though all work request components are important or very important 100% Relative Importance for each work request component: 80% 40% 60% 48% 52% 64% 60% 80% 40% 20% 0% 44% 4% 4% 24% 36% 32% 8% 8% 8% 12% 8% 8% 8% 8% 8% 8% The process to requisition work requests is effective. Notification of work request status (ie: pending, in progress, complete). Clear communication of work request schedule. Work requests are performed courteously. Work requests are performed competently. Very Unimportant Unimportant Neutral Important Very Important 28% Work requests are performed in a timely manner. 7

8 Service Request Process Users shifting their requesting approach from to the web version 70% 60% 50% Means of requesting service FY12 Phone Web In Person Most Frequent means of Request Service FY10 58% 8% 17% 17% 40% 30% Most Efficient means of Request Service FY10 20% 17% 16% 10% 50% 17% 0% Phone Web In Person Most Frequent Most Effective 8

9 Facilities Services Request center Facilities services center improved in all surveyed areas Index Score (1-5) Facilities Services staff are available to take work requests. Facilities Services Center Response (emergency vs. routine) is appropriate. FY10 FY I am made aware of schedules and changes Facilities Services staff is courteous/professional. General Comments about Facilities Services Center: Facility Services staff responds and completes the requests promptly and efficiently. I do not have any weaknesses to submit. They are all courteous and helpful. I cannot think of another department on the OIT campus that provides a great a service. Too short handed Jenny is a wonderful and an asset to your dept. I think the entire FS staff has some of the friendliest people on campus. There are some facilities service personnel that would benefit from some training on how to be courteous and professional. 9

10 Departmental Trades 10

11 Professionalism and Meeting Expectations Communication and Scheduling Requested mechanical services Requested Mechanical Department Services Results All measurements increased in FY Work order schedule is communicated effectively Requested Mechanical Department Services Schedule is adhered to or I am made aware of changes The work schedule is generally acceptable I am asked for feedback or receive feedback Work is performed courteously/professionally Work is performed competently Once work is begun staff is timely Work meets my expectations FY10 FY12 11

12 Maintenance Comments I do not have anything negative to report. Their performances have always been great. Great Job! After several years of working with facilities, I've encounter very few problems. The maintenance crew is always willing to help, even when I have an immediate building need. They keep me well informed about the job schedule, which is fabulous. I think more communication on any changes/delays in work order requests would improve relationship between all departments. When you are charged for a full hour of work that only took then 10 minutes, that is not right especially since we are all on limited budgets. With budget and staff cuts, some of these areas are not possible to be handled as effectively as they have in the past. 12

13 Professionalism and Meeting Expectations Communication and Scheduling Requested mechanical services Routine Custodial Department Services Results Biggest feedback increase between all three departments 5.0 Requested Custodial Department Services FY10 FY Work order schedule is communicated effectively 3.7 Schedule is adhered to or I am made aware of changes The work schedule is generally acceptable I am asked for feedback or receive feedback Work is performed courteously/professionally Work is performed competently Once work is begun staff is timely Work meets my expectations 13

14 Custodial Comments I am often disappointed in the performance. I see some things done and other not done. Lately, it looks like all that's being done is emptying of the trash (and not always daily). Sometimes they are short handed and might miss somethings but they are curtious and once they recognize something was missed they take care of things right away. The custodial staff is well managed, but it is clear that the number of custodians available is inadequate for the task. Low salaries do not attract the most competent workers. Mark has been great in trying to accommodate our needs. Custodian needs to clean office spaces and clean floors on a regular basis. The Semon Hall custodian, Robby, is a personable, hard worker who is very well liked. He makes the building sparkle and shine. If he is going to be off, he lets me know ahead of time so I can communicate that to the faculty. Mark is also very much appreciated in Semon Hall. He always keeps me in the loop regarding the custodial schedule and is constantly seeking feedback to ensure that Semon is clean and everyone is satisfied with its appearance. Some of the custodians are excellent (e.g. Carlos)--some are useless. There are cleanliness issues in the building often. I realize it is due to the small custodial staff. To have marks on the windows from the day the building was open is sad. The same bird droppings have been on the windows for years. 14

15 Professionalism and Meeting Expectations Communication and Scheduling Requested mechanical services Routine Grounds Department Services Results Grounds continue to grow in professionalism and competency 5.0 Requested Grounds Department Services FY10 FY Work order schedule is communicated effectively Schedule is adhered to or I am made aware of changes The work schedule is generally acceptable I am asked for feedback or receive feedback Work is performed courteously/professionally Work is performed competently Once work is begun staff is timely Work meets my expectations 15

16 Grounds Comments Also with grounds, I do not have anything negative to report. Eventhough we are short handed in the grounds department, they do the best they can. Our use of grounds services if often for non-grounds related projects, yet we always receive the best of services. There have been very few problems over the years. Do they have to mow so often? The grounds crew is great. They are affable and try to provide fast turnaround for the building needs. At times work is not performed in a courteous professional manner 16

17 Department summary of improvements Custodial department increased average score by 25% Departmental Services Summary Services Average Scores 5.0 FY10 FY Requested Maintenance Custodial Services Grounds Services 17

18 Trends and peer comparison 18

19 Customer Satisfaction Component Scores 5 components of the customer satisfaction index Customer Satisfaction Scores FY10 vs. FY Understanding of Process Schedules/Service Levels Work Meets Expectations Feedback General Satisfaction FY FY SURVEY COMMENTS- Service Request Process: Facility Services staff have always been courteous and helpful when submitting requests by phone and electronically. They all do a great job. Its fast and efficient. The OIT web interface for placing requests works well for me, and we always get a quick response. I try to be reasonable about time-lines whenever I can. Jenny is a god send. While I marked web under most effective means, phone and work just as well if I have a pressing need. I haven't noticed that one method is more effective than the others. The process works well. No issues. I use the MyOIT link and that seems to work just fine. Most of the phone requests I have involve situations where I need immediate service: i.e bathroom problems, immediate problems in a classroom, etc. The request system works fine--but there needs to be good feedback as to where the request went and how long until filled. 19

20 General Satisfaction Question Results General Satisfaction increased significantly in 2012! 2012 Q: My General Satisfaction with Facilities 0% 10% 5% General Satisfaction results are from one question in the survey % 11% 48% 54% 78% is far below expectations meets expectations far exceeds expectations is below expectations exceeds expectations 20

21 General Satisfaction Score vs. Peers The General Satisfaction index is a roll up from the results from the General Satisfaction question 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% General Satisfaction with Facilities Meets, Exceeds, or Far Exceeds Expectations 78% FY10 95% FY12 Q: My General Satisfaction with Facilities Campuses General Satisfaction Score vs. Peers # of Respondents Peer Institutions: Eastern Oregon University, Edinboro University of PA, Fitchburg State University, Missouri University of Science and Technology, Northeastern Ohio University Colleges of Medicine, Shawnee State College, Southern Oregon University, Western Oregon University, Worcester State University General Satisfaction results are from one question in the survey 21

22 Physical Customer Plant Satisfaction : service Index request Results process vs. Peers Customer satisfaction scores rolled up into one index comparable to peers 100% Customer Satisfaction Index* FY10 vs. FY12 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 69% FY10 76% FY12 *Customer satisfaction index takes into account all the customer satisfaction components listed on slide 19 Peer Institutions: Eastern Oregon University Edinboro University of PA Fitchburg State University Missouri University of Science and Technology Northeastern Ohio University Colleges of Medicine Shawnee State College Southern Oregon University Western Oregon University Worcester State University 22

23 Concluding Comments 23

24 Survey results overview Strengths and weaknesses Strengths Larger response rate and number of respondents in the FY12 customer survey vs. FY10 Users are transitioning from ing work order request to the easy-to-use, web version Overall increase in all department and service scores since the last customer satisfaction survey Increased scores results to an increase in the customer satisfaction index that is above the peer average Areas for Improvement Even with the increase in general satisfaction and overall scores, there is still room for improvement Feedback is the lowest scoring component within all of the departments. Continue to improve customer relations by asking and giving feedback Have a consistent method of updating customers about schedule changes or delays Users are most concerned about competent and efficient work request. Use this as a focus to meet customer needs REMEMBER: Small changes can make a big impact on customer satisfaction! 24