Fast Customer Satisfaction Survey Comparison 2013 - 2015

Comparison of customer satisfaction survey responses from 2013 to 2015 with data on survey recipients, overall satisfaction, office of the university architect, campus safety, grounds maintenance, custodial services, movers and recycling, and building maintenance.

• Customer Satisfaction
• Survey Comparison
• University
• Campus Safety
• Grounds Maintenance

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1. FAST CUSTOMER SATISFACTION SURVEY COMPARISON 2013 - 2015

2. Survey Recipients 2013 2014 2015 Staff & Faculty Students Total Percentage of Respondents - - - - 2,842 15,890 18,732 23% Survey Respondents Total count Students Staff Faculty Other: (Deans/Department Heads & Others) 2013 2,145 77& 15% 7% 1% 2014 2,079 75% 17% 5% 3% 2015 4,217 84% 9% 5% 2% Overall Satisfaction Overall Facilities and Safety : 92% Process for Requesting Service 2013 2014 92% 2015 94% 92%

3. Office of the University Architect (% Satisfied) 2013 2014 2015 Campus Look and Feel 92% 92% 92% Landscaping 93% 92% 93% Number/Quality of Student Lounges/Areas Way Finding Signage 83% 83% 75% 85% 87% 82% Exterior Seating - - 79% Campus Layout 92% 93% - Buildings & Grounds 92% - - Access Control & Security Systems (% Satisfied) 2013 2014 2015 Building Access 91% 91% 90% Interaction with Access Control - - 94% ElectronicAccess using ID - - 86% Interaction with Lock Shop - - 91%

4. Campus Safety (% Satisfied) 2013 2014 2015 Overall Performance of Police Department - - 92% - - Overall Competence of Police/Security/Dispatch 93% Attitude & Behavior of Police/Security/Dispatch 94% 93% 94% Feel Safe on Campus - - 90% Feel Safe in Area Surrounding Campus - - 52% Police/Security Presence on Campus: 85% 85% - Safety related system (Lighting, blue light phones, etc.): 89% 89% -

5. Grounds (% Satisfied) Grounds Maintained during InclementWeather 2013 2014 2015 - - 84% Green Spaces Maintained - - 95% Cleanliness of Grounds - - 94% Custodial Services (% Satisfied) Cleanliness of Restrooms 2013 2014 2015 75% 83% 80% Availability of Suppliesin Restrooms Cleanliness of Hallways and Stairwells Timely Responses to Cleanliness Concerns Trash Removal - - 84% 89% 91% 94% 89% 90% 91% - - 94% Custodial Services-Overall Satisfaction 91% 91% 90%

6. Moversand Recycling (% Satisfied) Timeliness 2013 2014 2015 - - 88% Professionalism - - 96% Attentiveness and Carefulness - - 96% Overall Moving Services Department? 94% 95% - Building Maintenance (% Satisfied) Timeliness of Services 2013 2014 2015 91% 91% 84% Professionalism and Expertise of the Staff 96% 93% 92% FAST Coordination Center (% Satisfied) Courteous and Professional 2013 2014 2015 95% 93% 96% AcceptedPromptly and Routed 91% 91% 91% Level of Knowledgeto Questions Asked Availability of Staff 94% 93% 92% 94% 92% -

7. Environmental Health & Safety (EHS) (% Satisfaction) Staff was Courteous Staff was Helpful Complete and Accurate Information Timely Responses Overall EHS Experience 2013 2014 2015 - - 94% - - 95% 95% 93% 93% 96% - 94% - 92% 94% Overall EHS Expectations Met - - 93% EHS Lab Inspections/Programs 94% 93% - Mail Room/Shipping/Receiving (% Satisfaction) Mail Room Personnel Courteous Responding to Inquiries Accuracy of Distribution and Delivery Notices Mail Room's Customer Service Shipping/Receiving 2013 2014 2015 94% 92% 90% 93% 92% 90% 93% 92% 93% 91% 92% 92%