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2016 Customer Satisfaction with Quality of Services Provided by USM private
entity
Astana, 2016
Number of respondents
261
483
106
1st half of 2016 850 respondents
Staff Students Faculty
256
404
96
2nd half of 2016 756 respondents
Staff Students Faculty
Total number of involved people - 1,606:
Staff – 517 people Students - 887 people Faculty - 202 people
Satisfaction level in terms of all services
According to the Strategic Plan for 2016-2020, satisfaction level for 2016 is planed at 75%.
TranslationDesk Residential Facilities ServiceDesk Sports Center TransportDesk Non-residential Facilities ACS
69.8%
72.7%
75% 75.7%
77.9% 78.1%
80.1%
77.3%
80.3%
75.3%
83.1%
78.1%
74.5%
1st half of 2016 2nd half of 2016
Satisfaction level with non-residential facilities services
Block 1
Block 2
Block 3
Block 4
Block 5
Block 6
Block 7
Block 8
Block 9
Block С3
Sports Center
70 79.1 76.2 79.5 80 77.9 75.4 69.4 67.183.6 75.7
1st half of 2016
Block 1
Block 2
Block 3
Block 4
Block 5
Block 6
Block 7
Block 8
Block 9
Block С3
Sports Center
71.582.8 78.9 75 79,2 81.6 80 78,3 78,4 87,4
75,32nd half of 2016
Satisfaction level with student housing services (residential facilities)
Block 11
Block 19
Block 20
Block 22
Block 23
Block 24
Block 25
Laundry
73.9 75.4 77.8
68 70 67.7 65.469.5
1st half of 2016
Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25 Laundry
77.781
7975.5
78.5 78
82
69.7
2nd half of 2016
Satisfaction level with faculty and staff housing services(residential facilities)
Block 21 Block 38 Block 39 Northern Lights RC
Highvill Astana RC
83.781.5 81.7
8583
1st half of 2016
Block 21 Block 38 Block 39 Block 44 Northern Lights RC
Highvill Astana RC
84.8 84 85.7
58.8
83 89.5
2nd half of 2016
Satisfaction level with TransportDesk services
7275
7781
841st half of 2016
81.5
84
8283
83.92nd half of 2016
Satisfaction level with ServiceDesk services
73 73 74 7577 78
1st half of 2016
80.6 80
7879.8 80
83.52nd half of 2016
Satisfaction level with TranslationDesk services
63 69 771st half of 2016
75
84.72nd half of 2016
Satisfaction level with Access Control Services
ACP at the Blocks ACP at Turan Ave ACP at Kabanbay Batyr Ave
74.7% 74.7%
73.8%
Satisfaction level with provided services for the 2nd half of 2016 is 74.5%
Satisfaction level with provided services in 2016
Planed Index for 2016 1st half of 2016 2nd half of 2016
75% 74.8%
77.9%
Ряд 1
Key indicator at 76,2% for 2016 has been reached
Dynamics of satisfaction level by year
2011 2012 2013 2014 2015 2016
50 53
6371
74 76.2
Actions taken by USM based on survey results
1) TransportDesk a. Drivers were instructed with respect to traffic safety b. Transport services are provided based on the approved standards2) ServiceDesk a. It is planned to reduce procurement time b. It is planned to enhance personnel’s qualifications c. It is planned to hire more qualified personnel d. Employees were instructed with respect to business ethics e. It is planned to improve feedback system 3) TranslationDesk a. Activities aimed at translation quality enhancement with outsourcing company are taken on regular basis4) Non-residential Facilities a. Block managers and administrator of Block 1 were instructed with respect to business ethics and appearance b. Instruction of cleaning personnel members c. It’s planned to take activities aimed at enhancement of services quality provided by block managers
Actions taken by USM based on survey results
5) Sports Center a. Coaches were instructed with respect to business ethics b. Discussion of cleaning issues c. Procedure of purchasing passes to the Sports Center has been simplified by implementing new billing system d. Lack of some sports equipment will be reconsidered to be included in 2017 Budget6) Residential Facilities a. Block managers and receptionists were instructed b. Receptionists performance will be constantly supervised c. It is planned to install Laundromats in the student housing blocks d. It is planned to increase set amount of liquid detergents
7) Access Control Services a. Shift supervisors have been informed with respect to Survey results b. All indicators were discussed with managers c. ACS managers attended training on Ethics in Business Communication d. Garage parking will be opened soon which will significantly contribute to smooth operation of the car parking e. It is planned to develop the feedback and automatization systems in 2017
2016 Customer Satisfaction with Quality of Services Provided by USM private
entity
Astana, 2016