Customer Satisfaction Survey Results for 2014

83 Surveys were initiated

14 different buildings were identified as a

primary location of respondents

85% of respondents have requested work through the PRD fixit system.

Survey

2014

Available from January 9, 2015 to February 9, 2015

PRD Customer Satisfaction 2014 Survey Results

92% stated that PRD Fixit staff are always or often courteous and helpful. (94%2013)

85% stated that PRD Fixit staff always or often acknowledge their request in a timely manor (73% 2013)



57% of respondents stated that they are always or often kept informed when their request is delayed. (49% 2013)

61% of respondents stated that they are always or often informed when their request has been completed (57% 2013)


94% stated work is performed courteously & professionally always or often. (91% 2013)

41% of respondents have requested work which was performed by PRD Trades people (plumbing, electrical, mechanical) (59% 2013)

94% stated work is performed competently always or often. (82% 2013)

74% said the work is completed in a reasonable time always or often. (65% 2013)


PRD Trades response times (plumbing, electrical, mechanical):..

73% said that routine response times for this type of work is always or often appropriate (63% 2013)

83% said that emergency response times for this type of work is always or often appropriate (84% 2013)


92% stated that it took 1 to 2 attempts/contacts for PRD staff to satisfy their plumbing, electrical or mechanical requests (85% 2013)


95% said that FM work was always or often performed Courteously & Professionally (96% 2013)

78% of respondents had requested work performed by PRD Facilities Services Staff (moving furniture, repairing drywall, minor renovations, hanging white boards, etc.)

(71% 2013)

92% said FM work is always or often performed competently(93% 2013)

93% said FM work is always or often completed in a reasonable time (75% 2013)


82% said that Emergency response times for this type of work is always or often appropriate (90% 2013)

Facilities Maintenance & Service response times:.

85% said that routine response times for this type of work is always or often appropriate (76% 2013)


96% stated that it took 1 to 2 attempts/contacts for PRD staff to satisfy their Facilities Maintenance/Service requests (93% 2013)


85% of respondents stated PMO work was always or often performed courteously/ professionally (93% 2013)

35% of respondents have used the services of the Project Management Office (space data requests, large renovations) (28% 2013)

80% stated PMO work was always or often performed competently (93% 2013)


73% of respondents stated that Project Management work requests are always or often responded to in a reasonable time. (83% 2013)

73% of respondents stated that Project Management work was completed in a reasonable time. (78% 2013)


83% stated that it took 1 to 2 attempts/contacts for PRD staff to satisfy their Project Management Office requests (88% 2013)


Custodial Services

64% of respondents believe custodial service levels are always or often appropriate in their primary location (67% 2013)

94% of respondents believe custodial service work is always or often performed courteously/ professionally (94% 2013)


70% are Very Satisfied or Satisfied with the cleanliness of public areas (entry ways, lobbies, lounges, etc.) (66% 2013)

64% are Very Satisfied or Satisfied with the cleanliness of restrooms(58% 2013)

61% are Very Satisfied or Satisfied with the cleanliness of offices and classrooms (59% 2013)

Custodial Services


Grounds Maintenance Services

80% are Very Satisfied or Satisfied with the maintenance of sidewalks and pathways(71% 2013)

81% are Very Satisfied or Satisfied with maintenance of lawn and landscaped areas(80% 2013)

91% are Very Satisfied or Satisfied with the courteousness & professionalism of the Grounds crew (79% 2013)


Exterior Campus

74% are Very Satisfied or Satisfied with Campus exterior lighting (68% 2013)

60% are Very Satisfied or Satisfied with Campus exterior signage (56% 2013)


Snow Removal

74% are Very Satisfied or Satisfied with snow removal (63% 2013)


81% are Very Satisfied or Satisfied with the lighting at their primary building (69% 2013)

58% are Very Satisfied or Satisfied with the reliability of the utilities at their primary building (electrical, heating/cooling) (42% 2013)

Buildings ‐ Systems


Buildings ‐ Systems

41% rated their primary building’s environment as being Ideal or Satisfactory (53% 2013)


67% are Very Satisfied or Satisfied with mobility impaired access at their primary building (57% 2013)

Buildings ‐ Accessibility


56% are Very Satisfied or Satisfied with the campus recycling and compost programs (57% 2013)

Recycling & Compost Program


90% said the information on the PRD website was helpful and up to date (89% 2013)

41% of respondents were aware that the PRD Website has a notices section for current maintenance (shut downs) and construction project work updates (42% 2013)

90% said that they are always or often well informed in advance when there is a planned power/water outage (92% 2013)

Website & Communication


78% of respondents were Very Satisfied or Satisfied with the overall work completed by Physical Resources Staff in 2013 (74% 2013)

Customer Satisfaction Survey Results for 2014 - … Customer Satisfaction 2014 Survey ... (moving...

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