Asset Management Services Customer Satisfaction Survey Research Report by lindash

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									          Asset Management Services
         Customer Satisfaction Survey
               Research Report

                                                              September 2007
Summary

35 staff members and 155 students from the University of Tasmania participated in
an online survey via email to determine how satisfied they are with aspects of the
services provided by AMS and whether there are particular issues or problem areas
that need to be addressed.

In asking them about their experiences they rated their satisfaction with:
        Security
        University Grounds
        University Parking
        Modes of Transport To and from Campus, and
        University Cleaning.

Staff members were also asked about University Maintenance.

                                      SECURITY
Over half of the students and over three quarters of the staff members were aware
of the Help Points on campus. Around half of both staff and students were aware of
the location of the Help points. 41% of students however were unaware how to
contact campus security and 22% were unsure.

Students from the Sandy Bay University campus were less likely to know how to
contact the campus security than the Newnham students.

Staff members from the Sandy Bay campus are more aware of the help Points on
campus than the Newnham staff members. However those at the Newnham campus
are more aware of their location.

Over half of students “strongly agree” or “agree” they there are some areas on
campus where they feel insecure. However 87% “strongly agree” or “agree” that
overall they feel safe on campus. Just over half “agree” or “strongly agree” the
campus security service is accessible.

Staff feel safer on campus than the students do with only 16% of staff members
“agreeing” or “strongly agreeing” that there are areas on campus where they feel
insecure. Three quarters of staff members “agree” or “strongly agree” that the
campus security is accessible and 65% find the security responsive.

Over half of staff members “agree” or “strongly agree” that the campus security is
reliable and overall 87% “agree” or “strongly agree” they feel safe on campus.

Staff from the Newnham campus feel more insecure in areas on campus than the
Sandy bay staff.
                                UNIVERSITY GROUNDS
Over half of the students “agree” there are enough rubbish bins on campus. Only
40% “agree” or “strongly agree” the lighting on campus is adequate and only 43% of
students “agree” or “strongly agree” the directional maps of the campus provide
sufficient information. However, 89% of students “agree” or “strongly agree” that
overall the campus grounds are well maintained.
Students from the Newnham campus are more likely to “disagree” or “strongly
disagree” that the after hours lighting is adequate, compared to the Sandy Bay
campus.

Over half of the staff “agree” there are enough rubbish bins on campus. Only 43%
“agree” the lighting on campus is adequate and only 26% of staff “agree” the
directional maps of the campus provide sufficient information. However, 88% of
staff members “agree” or “strongly agree” that overall the campus grounds are well
maintained.

                                UNIVERSITY PARKING
Almost three quarters of all students are aware of campus parking regulations
compared to 97% of staff members.

Staff are more likely to find a convenient car par on campus than students, with 69%
of staff members “agreeing” or “strongly agreeing” that they can usually find a
convenient car park on campus (compared to 20% of students). 46% of staff
members “agree” or “strongly” agree that the parking regulations on campus are
applied fairly and consistently.

Sandy Bay students find it a lot harder to fine a convenient car park with over half
“disagreeing” or “strongly disagreeing” that they can usually find a convenient car
park, compared to 30% in Newnham. Newnham students are also more likely to
“agree” or “strongly agree” that the parking regulations on campus are applied fairly
and consistently (53%, compared with 33% from Sandy Bay students).

                                 MODES OF TRANSPORT
Over half of all students drive to university while over three quarters of staff drive.
Almost half of students (45%) for the Sandy Bay campus walk.

Over half of all students travel to University via bus. Students form the Sandy Bay
campus are more likely to travel by bus “sometimes” than the Newnham campus
students. Almost half of staff member travel to university via bus “sometimes”.
42% of Sandy Bay staff members “never” travel to university by bus.

Students are evenly for or against riding a push bike to campus if there were
convenient car parks, while just over a third of the staff members “disagree” or
“strongly disagree” that they would ride a push bike to campus if there was
convenient parking. Both staff and students are more likely to disagree using a
university administered car pool.

                               UNIVERSITY CLEANING
The majority of staff are not aware of the university cleaning standards.

Overall 84% of all students “agree or “strongly agree” with the statement “overall I
am satisfied with the standard of cleaning”, compared to 46% of staff.
                             UNIVERSITY MAINTENANCE
Almost three quarters of staff members are aware how to make a request for
maintenance. In Sandy Bay almost a third are unaware how to make a request.

Overall over half of staff members “agree” or “strongly agree” that the campus
maintenance service is accessible, that the campus maintenance service is
responsive (55%), that the maintenance service is reliable (55%) and overall 60%
“agree” or “strongly agree” that they are satisfied with the standard of service
provided by campus maintenance.

Satisfaction with the university campus maintenance is a lot higher in the Newnham
campus than the Sandy Bay campus.




                       This Report has been prepared by
             Enterprise Marketing and Research Services Pty. Ltd.,
                         60 Main Road, Moonah, 7009.

                      All inquiries should be addressed to:

                    Tony Hocking
                 Managing Director          Phone: (03) 62 111 222
                            EMRS            Fax: (03) 62 111 219
                      PO Box 402
                 Moonah TAS 7009            E-mail: thocking@emrs.com.au

								
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