Powered by FAST Customer Survey Tuesday, February 17, 2015.

Powered by

FAST Customer SurveyTuesday, February 17, 2015

2

4217Total Responses

Complete Responses: 4217

Total Recipients of Survey • 2842 Staff and Faculty• 15890 Students

23% Responded

18732

3

Q1: Please check the category that best describes your role at Cleveland State University.Answered: 4,217 Skipped: 0

Respondents

4

Q2: Please rate your overall satisfaction with the services provided by Facilities and Safety.Answered: 4,217 Skipped: 0

Overall Satisfaction Rate for FAST

94%overall

satisfaction

5

Q2: Please rate your overall satisfaction with the services provided by Facilities and Safety.Answered: 4,217 Skipped: 0


6

Q3: How satisfied are you with our process for requesting service?Answered: 4,217 Skipped: 0


92%overall

satisfaction

7

Q3: How satisfied are you with our process for requesting service?Answered: 4,217 Skipped: 0


8

Office of the

University Architect

9

Q4: How satisfied are you with the look and feel of the campus?Answered: 4,217 Skipped: 0

Office of the University Architect

92% overall

satisfaction

10

Q4: How satisfied are you with the look and feel of the campus?Answered: 4,217 Skipped: 0


11

Q5: How satisfied are you with the campus landscaping?Answered: 4,217 Skipped: 0


93% overall

satisfaction

12

Q5: How satisfied are you with the campus landscaping?Answered: 4,217 Skipped: 0


13

Q6: How satisfied are you with the number/quality of student lounges/areas?Answered: 4,217 Skipped: 0


75% overall

satisfaction

14

Q6: How satisfied are you with the number/quality of student lounges/areas?Answered: 4,217 Skipped: 0


15

Q7: How satisfied are you with the clarity of way-finding signage?Answered: 4,217 Skipped: 0


82% overall

satisfaction

16

Q7: How satisfied are you with the clarity of way-finding signage?Answered: 4,217 Skipped: 0


17

Q8: How satisfied are you with the exterior seating areas (benches and tables)?Answered: 4,217 Skipped: 0


79% overall

satisfaction

18

Q8: How satisfied are you with the exterior seating areas (benches and tables)?Answered: 4,217 Skipped: 0


20

Access Control & Security Systems

21

Q10: How satisfied are you with the access to buildings?Answered: 4,217 Skipped: 0


90% overall

satisfaction

22

Q10: How satisfied are you with the access to buildings?Answered: 4,217 Skipped: 0


23

Q11: How satisfied are you with your recent interaction with Access Control personnel?Answered: 4,217 Skipped: 0


94% overall

satisfaction

24

Q11: How satisfied are you with your recent interaction with Access Control personnel?Answered: 4,217 Skipped: 0


25

Q12: How satisfied are you with electronic access to CSU buildings via your CSU ID?Answered: 4,217 Skipped: 0


86% overall

satisfaction

26

Q12: How satisfied are you with electronic access to CSU buildings via your CSU ID?Answered: 4,217 Skipped: 0


27

Q13: How satisfied are you with your recent interaction with the CSU Lock Shop?Answered: 4,217 Skipped: 0


91% overall

satisfaction

28

Q13: How satisfied are you with your recent interaction with the CSU Lock Shop?Answered: 4,217 Skipped: 0


30

Campus Safety

31

Q15: How satisfied are you with the overall performance of the CSU Police Department?Answered: 4,217 Skipped: 0

Campus Safety

92% overall

satisfaction

32

Q15: How satisfied are you with the overall performance of the CSU Police Department?Answered: 4,217 Skipped: 0

Campus Safety

33

Q16: How satisfied are you with the overall competence of CSU police/security/dispatch personnel on campus?Answered: 4,217 Skipped: 0

Campus Safety

93% overall

satisfaction

34

Q16: How satisfied are you with the overall competence of CSU police/security/dispatch personnel on campus?Answered: 4,217 Skipped: 0

Campus Safety

35

Q17: How satisfied are you with the attitude and behavior of CSU police/security/dispatch personnel?Answered: 4,217 Skipped: 0

Campus Safety

94% overall

satisfaction

36

Q17: How satisfied are you with the attitude and behavior of CSU police/security/dispatch personnel?Answered: 4,217 Skipped: 0

Campus Safety

37

Q18: Do you feel safe on CSU campus?Answered: 4,217 Skipped: 0

Campus Safety

90% feel safe

38

Q18: Do you feel safe on CSU campus?Answered: 4,217 Skipped: 0

Campus Safety

39

Q19: Do you feel safe in the area surrounding CSU campus (E. 30th Street to E. 13th Avenue and Prospect Avenue to Payne Avenue)?Answered: 4,217 Skipped: 0

Campus Safety

52% feel safe

40

Q19: Do you feel safe in the area surrounding CSU campus (E. 30th Street to E. 13th Avenue and Prospect Avenue to Payne Avenue)?Answered: 4,217 Skipped: 0

Campus Safety

41

Q20: Do you have any recommendations and suggestions for improvements?Answered: 4,217 Skipped: 0

Campus Safety

24% recommended

42

Q20: Do you have any recommendations and suggestions for improvements?Answered: 4,217 Skipped: 0

Campus Safety

44

Grounds

45

Q21: How satisfied are you with the way the campus lots and sidewalks are maintained during inclement weather?Answered: 4,217 Skipped: 0

Grounds

84% overall

satisfaction

46

Q21: How satisfied are you with the way the campus lots and sidewalks are maintained during inclement weather?Answered: 4,217 Skipped: 0

Grounds

47

Q22: How satisfied are you with the way our team maintains green spaces on campus?Answered: 4,217 Skipped: 0

Grounds

95% overall

satisfaction

48

Q22: How satisfied are you with the way our team maintains green spaces on campus?Answered: 4,217 Skipped: 0

Grounds

49

Q23: How satisfied are you with the cleanliness of our campus grounds?Answered: 4,217 Skipped: 0

Grounds

94% overall

satisfaction

50

Q23: How satisfied are you with the cleanliness of our campus grounds?Answered: 4,217 Skipped: 0

Grounds

52

Custodial Services

53

Q25: How satisfied are you with the cleanliness of the restroom areas?Answered: 4,217 Skipped: 0

Custodial Services

80% overall

satisfaction

54

Q25: How satisfied are you with the cleanliness of the restroom areas?Answered: 4,217 Skipped: 0

Custodial Services

55

Q26: How satisfied are you with the availability of custodial supplies in restrooms? (paper towels, toilet paper, hand soap, etc.)Answered: 4,217 Skipped: 0

Custodial Services

84% overall

satisfaction

56

Q26: How satisfied are you with the availability of custodial supplies in restrooms? (paper towels, toilet paper, hand soap, etc.)Answered: 4,217 Skipped: 0

Custodial Services

57

Q27: How satisfied are you with the cleanliness of hallways and stairwells?Answered: 4,217 Skipped: 0

Custodial Services

94% overall

satisfaction

58

Q27: How satisfied are you with the cleanliness of hallways and stairwells?Answered: 4,217 Skipped: 0

Custodial Services

59

Q28: How satisfied are you with the timely responses to cleanliness concerns?Answered: 4,217 Skipped: 0

Custodial Services

91% overall

satisfaction

60

Q28: How satisfied are you with the timely responses to cleanliness concerns?Answered: 4,217 Skipped: 0

Custodial Services

61

Q29: How satisfied are you with trash removal from your area?Answered: 4,217 Skipped: 0

Custodial Services

94% overall

satisfaction

62

Q29: How satisfied are you with trash removal from your area?Answered: 4,217 Skipped: 0

Custodial Services

63

Q30: Please give an overall rating of custodial services (the cleaning of the restrooms, or the other rooms, events set-up, etc.).Answered: 4,217 Skipped: 0

Custodial Services

90% overall

satisfaction

64

Q30: Please give an overall rating of custodial services (the cleaning of the restrooms, or the other rooms, events set-up, etc.).Answered: 4,217 Skipped: 0

Custodial Services

66

Movers & Recycling

67

Q32: If you have contacted Movers & Recycling, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0

Movers & Recycling

68

Q32: If you have contacted Movers & Recycling, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0

Movers & Recycling

69

Q33: Have you requested services from Movers & Recycling in the past 12 months?Answered: 4,217 Skipped: 0

Movers & Recycling

7% have

requested services

70

Q33: Have you requested services from Movers & Recycling in the past 12 months?Answered: 4,217 Skipped: 0

Movers & Recycling

71

Q34: How satisfied are you with the timeliness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922

Movers & Recycling

88% overall

satisfaction

72

Q34: How satisfied are you with the timeliness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922

Movers & Recycling

73

Q35: How satisfied are you with the professionalism of the Moving & Recycling staff?Answered: 295 Skipped: 3,922

Movers & Recycling

96% overall

satisfaction

74

Q35: How satisfied are you with the professionalism of the Moving & Recycling staff?Answered: 295 Skipped: 3,922

Movers & Recycling

75

Q36: How satisfied are you with the attentiveness and carefulness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922

Movers & Recycling

96% overall

satisfaction

76

Q36: How satisfied are you with the attentiveness and carefulness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922

Movers & Recycling

78

Building Maintenance

79

Q38: If you have contacted Building Maintenance, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0


80

Q38: If you have contacted Building Maintenance, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0


81

Q39: Have you requested building maintenance services in the past 12 months?Answered: 4,217 Skipped: 0


16% have

requested services

82

Q39: Have you requested building maintenance services in the past 12 months?Answered: 4,217 Skipped: 0


83

Q40: How satisfied were you with the timeliness of services?Answered: 672 Skipped: 3,545


84% overall

satisfaction

84

Q40: How satisfied were you with the timeliness of services?Answered: 672 Skipped: 3,545


85

Q41: How satisfied are you with the professionalism and expertise of the staff?Answered: 672 Skipped: 3,545


92% overall

satisfaction

86

Q41: How satisfied are you with the professionalism and expertise of the staff?Answered: 672 Skipped: 3,545


88

FAST Coordination

Center

89

Q43: If you have contacted the FAST Coordination Center, how did you contact us? (You may select more than one.)Answered: 4,217 Skipped: 0

FAST Coordination Center

90

Q43: If you have contacted the FAST Coordination Center, how did you contact us? (You may select more than one.)Answered: 4,217 Skipped: 0


91

Q44: Have you had occasion to contact the FAST Coordination Center staff in the past 12 months?Answered: 4,217 Skipped: 0


10% have

contacted

92

Q44: Have you had occasion to contact the FAST Coordination Center staff in the past 12 months?Answered: 4,217 Skipped: 0


93

Q45: How satisfied were you with the telephone or email interaction with Facilities administrative personnel; were they courteous and professional?Answered: 430 Skipped: 3,787


96% overall

satisfaction

94

Q45: How satisfied were you with the telephone or email interaction with Facilities administrative personnel; were they courteous and professional?Answered: 430 Skipped: 3,787


95

Q46: How satisfied were you that your request for service was accepted promptly and routed to the appropriate Facilities department?

Answered: 430 Skipped: 3,787


91% overall

satisfaction

96

Q46: How satisfied were you that your request for service was accepted promptly and routed to the appropriate Facilities department?

Answered: 430 Skipped: 3,787


97

Q47: How satisfied were you with the level of knowledge to inquires made for service requests?Answered: 430 Skipped: 3,787


92% overall

satisfaction

98

Q47: How satisfied were you with the level of knowledge to inquires made for service requests?Answered: 430 Skipped: 3,787


100

Environmental Health and

Safety

101

Q49: If you have contacted Environmental Health & Safety (EHS), what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0

Environmental Health and Safety

102

Q49: If you have contacted Environmental Health & Safety (EHS), what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0


103

Q50: Have you interacted with Environmental Health and Safety (EHS) in the past 12 months?Answered: 4,217 Skipped: 0


5% have

interacted

104

Q50: Have you interacted with Environmental Health and Safety (EHS) in the past 12 months?Answered: 4,217 Skipped: 0


105

Q51: The EHS staff was courteous.Answered: 210 Skipped: 4,007


95% overall

satisfaction

106

Q51: The EHS staff was courteous.Answered: 210 Skipped: 4,007


107

Q52: The EHS staff was helpful.Answered: 210 Skipped: 4,007


93% overall

satisfaction

108

Q52: The EHS staff was helpful.Answered: 210 Skipped: 4,007


109

Q53: The EHS staff provided complete and accurate information.Answered: 210 Skipped: 4,007


93% overall

satisfaction

110

Q53: The EHS staff provided complete and accurate information.Answered: 210 Skipped: 4,007


111

Q54: The EHS staff was timely in their response.Answered: 210 Skipped: 4,007


92% overall

satisfaction

112

Q54: The EHS staff was timely in their response.Answered: 210 Skipped: 4,007


113

Q55: My overall EHS experience was positive.Answered: 210 Skipped: 4,007


94% overall

satisfaction

114

Q55: My overall EHS experience was positive.Answered: 210 Skipped: 4,007


115

Q56: My overall expectations were met.Answered: 210 Skipped: 4,007


93% overall

satisfaction

116

Q56: My overall expectations were met.Answered: 210 Skipped: 4,007


118

Mailing/Shipping/Receiving

119

Q59: Have you used Mail/Shipping/Receiving services in the last 12 months? (Not student housing mail delivery)Answered: 4,217 Skipped: 0


19% have used services

120

Q59: Have you used Mail/Shipping/Receiving services in the last 12 months? (Not student housing mail delivery)Answered: 4,217 Skipped: 0


121

Q60: Are the Mailing/Shipping/Receiving personnel courteous when responding to inquiries? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413


90% positive

response

122

Q60: Are the Mailing/Shipping/Receiving personnel courteous when responding to inquiries? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413


123

Q61: How satisfied are you with the accuracy of the mail distribution and delivery notices? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413


90% overall

satisfaction

124

Q61: How satisfied are you with the accuracy of the mail distribution and delivery notices? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413


125

Q62: Please rate overall customer service of the Mail Room. (Not for student housing mail delivery)Answered: 804 Skipped: 3,413


92% overall

satisfaction

126

Q62: Please rate overall customer service of the Mail Room. (Not for student housing mail delivery)Answered: 804 Skipped: 3,413


127

Q63: How satisfied are you with the Shipping/Receiving services? (Goods purchased by campus community received and delivered to the appropriate departments at CSU)Answered: 804 Skipped: 3,413


92% overall

satisfaction

128

Q63: How satisfied are you with the Shipping/Receiving services? (Goods purchased by campus community received and delivered to the appropriate departments at CSU)Answered: 804 Skipped: 3,413


Powered by FAST Customer Survey Tuesday, February 17, 2015.

Documents

Transcript of Powered by FAST Customer Survey Tuesday, February 17, 2015.