FROM BUILDING SERVICES:

Customer Satisfaction
Survey Results Are
Impressive

Responses to the Plant Building Services' 1999/2000 Customer Satisfaction Survey results are in and now tabulated. Our department was pleased to receive 1606 completed surveys through the web-site. We asked our customers to evaluate our custodians in the following categories: courtesy and cooperation, consideration, timeliness of response, pride in their work, efficiency in doing their work, and follow-up. We then asked our customers to rate the overall quality of service that they were receiving from Building Services employees (on a scale of 1 to 5, 1 = poor, 5 = excellent). The overall quality of custodial services from across campus was rated at 3.8. This means that on a five-point scale, Building Services earned a rating close to "very good".

Since an important goal of the survey included identifying custodians doing an outstanding job, we used a different format and process this year. First, we emailed Deans and Department Heads to introduce the PBS electronic survey and request their participation. We also encouraged our custodians to distribute evaluation cards to their customers for direct feedback. To ensure integrity of the results, we requested customers to sign their names. We added points according to certain criteria to determine which custodians were providing exceptional service. Ultimately, we were able to identify a total of 67 high performing custodians or about 13% of our work force. The Department plans to honor each of these employees with a special award.

Not only have our customers identified our outstanding employees, they have also provided us with valuable data which we will use in our strategic planning process for the 2000-2001 fiscal year. Other areas we will target include comparing the levels of customer satisfaction between buildings across campus and between units or "zones" and observing the success of our High Performance Teams in various buildings compared to the non-team buildings. Area managers and supervisors are presently responding to requests from customers with concerns.

Building Services would like to take this opportunity to thank everyone who took the time to complete this year's survey. Many thanks also go to Sandra Metler and Lewis McQuillan, two employees who participated on the survey committee. Both Sandra and Lewis worked diligently to make sure that their co-workers were recognized for the outstanding service they provide each and every day to the University.

- David Judge, Plant Building Services