How We Are Doing
We are ecstatic with the results of our first customer satisfaction survey. After analysis of the responses you gave in 2023, we found that 94% of respondents were either Satisfied or Extremely Satisfied with the service they received which nearly meets our target score of 95%.
For each service of Estates & Facilities (excluding Catering as this is measured separately) the following responded either Satisfied or Extremely Satisfied:
The overall service experience for Catering is 95%.
In total 47% of respondents went on to complete the additional questions and provide further details.
Timeliness
When answering the question “How satisfied were you with our service in relation to timeliness of the service provided?" 96% of all responses said that they were either Extremely Satisfied or Satisfied with the service.
The results are broken down by each service of Estates & Facilities as follows:
- Campus Support – 100%
- Car Parking – 91%
- Cleaning – 100%
- General Maintenance – 91%
- Helpdesk & Admin – 86%
- Post Room - 100%
- Security - 100%
- Catering - 96%
Accuracy of information
When answering the question “How satisfied were you with our accuracy of information?" 97% of all responses said that they were either Extremely Satisfied or Satisfied with the service.
The results are broken down by each service of Estates & Facilities as follows:
- Campus Support – 100%
- Car Parking – 91%
- Cleaning – 100%
- General Maintenance – 92%
- Helpdesk & Admin – 86%
- Post Room - 100%
- Security - 100%
- Catering - 97%
Comments we have received;
"The post room staff have always been really helpful and have excellent customer service"
"I had an unusual request about lighting and the Estates team were extremely effective and efficient"
"Campus support is friendly, professional making sure my job was completed to satisfaction"
"Excellent service from Cleaning"
"Thanks Security - helpful and efficient"
"Helpdesk team was really helpful in keeping me informed about the issue and getting it completed in a prompt and timely manner. Knew what was happening every step of the way and how long it was estimated for the problem to be fixed. They were also really helpful for getting on a call via Teams with me so I could describe the problem better in person"
"I have had a cause to deal with Security recently over an issue in the Jo Cox More in Common Centre. The team were responsive, and performed investigations rapidly, giving detailed explanation of the action taken. More broadly, Estates team are flexible and responsive where they can be, and always work with colleagues to find solutions. Thanks Team!"
"Car Parking team is always so quick to help, much appreciated!"
"Great Catering staff which compliments the quality of the food reinforcing the outstanding service provided"
