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2007/08 Business and Finance Internal Customer Satisfaction
Facilities Operations, Mail Service and Security Survey Response
Results - Facilities & Parking
Please rate your level of satisfaction with each of the following areas. If you have not had interaction with any particular area check Don't Know or leave it blank.
  Very
Dissatisfied		 Dissatisfied Neutral Satisfied Very
Satisfied		 Don't Know Response
Average

Prior
Year
Cleanliness of building areas
 0 3 5 28 47 0 4.43 4.31
Cleanliness of restrooms
 5 13 8 37 21 0 3.67 3.53
Condition of building
 2 3 6 34 38 0 4.24 4.23
Maintenance of grounds/landscaping
 0 3 2 23 55 1 4.57 4.39
Responsiveness to maintenance requests
 0 1 6 20 48 9 4.53 4.32
Cleanliness of parking lots
 0 1 1 31 50 1 4.57 4.34
Parking lot conditions (cracks, potholes, etc.)
 0 1 2 30 50 1 4.55 4.31
Total Respondents   84  
      
Analysis

We have reviewed the comments made during the 2007 Customer Satisfaction Survey and thank those who took the time to provide feedback and respond to this portion of the survey. Our goal is to continually improve our service through staff training, conducting surveys to obtain customer input, and maintaining open channels of communication.

The majority of the comments focused on the condition of the restrooms. During the coming months we will be installing additional paper towel dispensers/trash receptacles to increase the capacity for trash disposal. We currently check the restroom fixtures biweekly when doing preventive maintenance and will continue to make the needed adjustments. Please report any problems you notice to Jerry Wilde (x14058) so they can be corrected as soon as possible.
 
Results - Mail Services
Please rate your level of satisfaction with each of the following areas. If you have not had interaction with any particular area check Don't Know or leave it blank.
  Very
Dissatisfied		 Dissatisfied Neutral Satisfied Very
Satisfied		 Don't Know Response
Average

Prior
Year
Timeliness of mail and
package deliveries to
your department
0
 1 5 33 35 8 4.38 4.42
Timely distribution of your
intra-office correspondence/mail
 0 1 5 33 33 10 4.36 4.31
Information or training on the preparation of mail deliver
 0 3 15 23 21 21 4.00 4.04
Automated mail and package tracking devices
 1 3 6 25 30 18 4.23 4.31
Staff courtesy
 0 0 2 26 47 8 4.60 4.43
Staff knowledge
 0 0 2 26 47 8 4.60 4.43
Prompt attention to special requests
 0 0 3 17 46 17 4.65 4.52
Overall quality of mail service
 0 1 3 31 43 5 4.49 4.49
Total Respondents   83  
      

Analysis

We have reviewed the comments made during the 2007 Customer Satisfaction Survey and thank those who took the time to provide feedback and respond to this portion of the survey. Our goal is to continually improve our service through staff training, conducting surveys to obtain customer input, and maintaining open channels of communication.

We appreciate and thank you for your positive feedback on our staff. During the coming year we will be reviewing our operations and looking to identify opportunities for improvement that address some of the concerns expressed in your comments. The mail room is dependant on outside vendors for overnight express services and courier service to the main U. S. post office in Long Beach and as such somewhat constrained by their routing schedule. We have negotiated with these vendors to be the last stop on their route to push our cut off time for accepting packages as late in the day as possible. The Pitney Bowes system does not allow for immediate response on the receipt and tracking numbers.  If any employee is using FedEx to ship, Sue Bell-Ramirez can set you up to prepare printed labels from your desktop.   The tracking information will come to you directly from Fed Ex.

During new employee orientation we provide training on mail room services and, in addition, update our web site (http://intranet.calstate.edu/operations/services/mailroom.asp) to reflect any changes in postal or other carrier services procedures. Customers are welcome to bring used bubble wrap to the mail room where we have 2 large collection boxes for recycling.

If an employee has a concern, question or request, they are always welcome to call Sue Bell-Ramirez at 1-4052 direct to discuss. 

 
Results - Security
Please rate your level of satisfaction with each of the following areas. If you have not had interaction with any particular area check Don't Know or leave it blank.
  Very
Dissatisfied		 Dissatisfied Neutral Satisfied Very
Satisfied		 Don't Know Response Average
Visibility of uniformed
personnel throughout
the building
 3 4 11 35 27 4 3.99
Evening escort services to
parking lots
 2 1 9 10 15 46 3.95
Assistance to visitors
 1 1 5 33 33 11 4.32
Responsiveness to requests
 1 1 7 28 37 10 4.34
Staff courtesy
1 1 6 22 51 1 4.49
Total Respondents   84
   
Analysis

We thank those who responded to this area of the survey and appreciate the positive comments regarding our staff. Our security team is housed at 401 Golden Shore.  Recruitment is underway to fill a vacant permanent and a vacant part-time position. The shifts of our security officers are:  6:30 a.m. to 2:30 p.m.; 11:00 a.m. to 7:00 p.m. and part-time staff will cover the 3:00 to 7:00 p.m. time slot each day. This staffing will allow the officers to continue patrolling the building and grounds, they are looking for anything out of the ordinary, getting familiar with faces and where employees sit, and generally taking note of the grounds and building. The part time staff provides additional coverage in the evening and is available to escort employees to their cars if requested.

We would like to remind our employees at Golden Shore that when you expect guests to email the security team at CSUCO Building Security to announce your guest’s arrival.  Please provide the expected date and time and advise if you want the guest directed to a particular location or to have you called so that you can come to the 1st floor to meet your guest.  All guests going to the 2nd-6th floors are required to sign in / out in our Visitors’ Log book at the front lobby desk.   

Please do not allow anyone to come in the back Employee door if you do not know who they are.

If you have any concerns or questions, you can ask our security staff when they are on patrol or send an email to CSUCO Building Security and/or Sue Bell-Ramirez at sbell@calstate.edu
Content Contact:
Lori Erdman
(562) 951-4601
lerdman@calstate.edu

 Technical Contact:
webmaster@calstate.edu
Date Last updated: February 06, 2008