JAN-JUN 2014 SURVEY RESULTS UAF Facilities Services August 2014
THE PROCESS 352 Surveys sent out Survey sent to Employees who submitted an EWORF 113 Responses 32% Response Rate (considered above average) Response rate reflects 95% confidence level that these responses represent the whole population Employees had two weeks to respond to the survey 2
WHO PARTICIPATED AAC Alumni Relations/Alumni Association Athletics Cooperative Extension Service DDC Department of Psychology DRAW FS GI Operations INE- Purchasing Coordinator Museum OGCA OIT Data Center Operations PAIR Reichardt Building Rural Campus Manager School of Education SFOS/IMS Theatre & Film UAF Development Utilities Wood Center 3
SURVEY MAKE UP The survey is composed of 5 categories 1. Knowledge of Process: measurement of how well customers feel that they understand the process for requesting work from facilities 2. Understand Service Levels: A measure of how effectively customers feel service levels or schedules have been communicated to them 3. Work meets expectations: a measure of whether the work performed meets the expectations of customers 4. Feedback Mechanism: a measure of how appropriate customers feel the level of feedback to and from facilities is 5. General satisfaction: a measure of how satisfied customers generally are with services provided by the facilities management function at the institution All were rated on a scale of 1-5, 5 being the best 4
BENCHMARKS The survey results were compared to Benchmarks for each category Peer Benchmark was determined by average peer responses in the annual Sightlines survey The FY14 Benchmark is the Top Peer Score Determined by the top score in peer group The FY14 Stretch Benchmark is the Best in Class Benchmark Determined by the average top 10 scores in each category by all universities in the annual Sightlines survey * The group is composed of other universities that have similar programs to UAF, a similar mix of research vs. classrooms, and to the extent possible, climate issues. There are 13 universities in this group which was chosen by UAF and Sightlines. The group includes universities such as Montana State University, University of Maine, University of New Hampshire, University of Vermont, UAA and others. 5
KNOWLEDGE OF PROCESS FY14 Benchmark FY14 Stretch Benchmark 6
KNOWLEDGE OF PROCESS Knowledge of Process I understand the procedure for submitting work requests. 4.5 I utilize the proper procedure for submitting work requests. 4.4 The work request process meets my needs. 4 Score 4.3 Benchmark Peer Avg 4.1 Top Peer Score 4.6 Best in Class Benchmark 4.7 Unsure how to use the EWORF Building List on EWORF is extremely difficult to use EWORF link not easily found EWORF not flexible enough 7
UNDERSTAND SERVICE LEVELS 8
Schedules & Service Levels UNDERSTAND SERVICE LEVELS Mechanical Structural Custodial Grounds DDC Work order schedule is communicated effectively. 3.5 3.5 3.3 4 4 Schedule is adhered to or I am made aware of changes. 3.5 3.5 3.2 3.9 3.9 Score 3.6 Benchmark Peer Avg 3.6 Top Peer Score 4.3 Best in Class Benchmark 4.5 Mechanical Trades HVAC, Plumbing, Electrical Structural Trades Carpentry, Painting, Locksmith Tell me when someone is coming to work on the issue Let me know when the job is finished Communicate anticipated schedule Communicate if there is a schedule change I would like to be called before someone shows up If for some reason work cannot be completed in a timely manner for whatever reason, please let us know 9
WORK MEETS EXPECTATIONS 10
WORK MEETS EXPECTATIONS Work meets my expectations Mechanical Structural Custodial Grounds DDC 4.3 4.2 3.5 4.3 4.1 Score 4.1 Benchmark Peer Avg 4.1 Top Peer Score 4.7 Best in Class Benchmark 4.7 Mechanical Trades HVAC, Plumbing, Electrical Structural Trades Carpentry, Painting, Locksmith Not sure what Custodial is responsible for, windows? Dusting the blinds? Vacuuming and trash pick up are not done regularly Paper towel dispensers often go unfilled for quite some time Chairs and trash cans not put back in place after janitorial comes through an area Usually have to request more gravel in the Gruening parking lot in the winter Museum flower beds needed more attention this summer 11
FEEDBACK MECHANISM 12
FEEDBACK MECHANISM Feedback Mechanical Structural Custodial Grounds DDC I am asked for feedback or receive feedback. 3 3.1 2.5 3.4 3.7 Score 3.1 Benchmark Peer Avg 2.9 Top Peer Score 4.3 Best in Class Benchmark 4.4 Mechanical Trades HVAC, Plumbing, Electrical Structural Trades Carpentry, Painting, Locksmith I have submitted work orders for extra service on large events; no one shows up yet I m charged for it; I m told I didn t submit an EWORF but I have the email confirmation. Unsure where or how to provide feedback, specifically on Labor requests Issues with vehicle shop, work taking forever. No communication from them. Staff is often uncommunicative. 13
GENERAL SATISFACTION 14
GENERAL SATISFACTION General Satisfaction My general satisfaction with Facilities 3.3 Benchmark Peer Avg 3.2 Top Peer Score 4.2 Best in Class Benchmark 4.5 15
CUSTOMER SATISFACTION INDEX The Customer Satisfaction Index is a composite score of the five categories Each category score is scaled to 100% The average of these scores make up the Customer Satisfaction Index 16
CUSTOMER SATISFACTION 17
CUSTOMER SATISFACTION Customer Satisfaction Index Score Benchmark Peer Avg Top Peer Score Best in Class Bench mark Feedback Mechanism 62 58 64 88 General Satisfaction 66 64 84 90 Knowledge of Process 86 82 92 94 Understand Service Levels 72 72 86 90 Work Meets Expectations 82 82 86 94 74 72 81 91 18