Assessing Satisfaction and Facility Stewardship In On ......• One Team Philosophy •...
Transcript of Assessing Satisfaction and Facility Stewardship In On ......• One Team Philosophy •...
Assessing Satisfaction and Facility Stewardship In On Campus Housing
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Overview
Institution Number of Bed Spaces
Abraham Baldwin Agricultural College 1,324
Augusta University 724*
College of Coastal Georgia 570
Columbus State University 984*
Dalton State College 365
East Georgia State College 414
Georgia Southern University (Armstrong Campus) 1,239*
Georgia State University 3,474*
University of North Georgia 854*
TOTAL 9,948
2*Excludes campus operated housing
Lessons & Accomplishments
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Lessons Learned
• Marketing
• One Operator
Accomplishments
• Internet & Laundry Services
• Work Order Completion Rates
• Capital Improvements
• One Team Philosophy
• Affordability (3% Cap)
Student Satisfaction I. Annual Web Survey
A. Administered to all P3 Residents• Unique web link via e-mail • Ten questions
B. Assesses Key Areas• Cleanliness & Appearance• Maintenance Response Time• Follow Up Communication• Professionalism of Staff• Internet & Cable• Furniture• Laundry
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Student Satisfaction
4.77 4.94 5.18 5.39 5.15 5.35 5.105.68 6.00 5.65 5.32
2017 Survey ResultsAll P3 Residents
N=5570
1-Very 2-Moderately 3-Slightly 4 5-Slightly 6-Moderately 7-Very
Dissatisfied Satisfied
1-Very 2-Moderately 3-Slightly 4 5-Slightly 6-Moderately 7-Very
Dissatisfied Satisfied
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Georgia State University
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3.79
5.46
3.00
3.50
4.00
4.50
5.00
5.50
6.00
2015-2016 2016-2017
Student Satisfaction-Laundry Services
Facility Stewardship
I. Annual Third Party Assessment (APPA Standards)A. Association of Higher Education Facilities Officers
• Customer Satisfaction• Cleanliness• Aesthetics• Preventative vs. Reactive Maintenance• Life Safety Systems• Systems Reliability• Repair & Replacement Planning
II. APPA Levels• Level I-Showpiece Facility• Level II-Comprehensive Stewardship• Level II-Managed Care• Level IV-Reactive Management• Level V-Crisis Response
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Utilization of Results
• Improve student satisfaction
• Prioritize funding for facility improvements
• Identify equipment and training needs
• Identify best practices and efficiencies
• Hold third party vendors accountable
• Operator’s annual performance fee
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