customer satisfaction survey · newspaper brochures/flyers lot n other psi other lots x, y, z lot...

CUSTOMER SATISFACTION SURVEY

PARKING AND COMMUTER SERVICES

2015/16

2006/07 2007/08 2008/09 2009/10 2010/11 2011/12 2012/13 2013/14 2014/15 2015/16

Ease of obtaining a parking permit (semester,

long-term, short-term, one-day)3.40 3.69 3.38 3.95 4.04 4.08 4.13 4.19 4.08 3.70

Satisfaction with permit sales N/A 3.64 3.43 3.57 3.28 2.98 3.50 3.45 3.40 2.60

Parking lots are well-maintained (clean of

debris, dirt, clear of cracks, potholes, etc.)4.14 4.32 3.99 3.31 3.41 4.46 4.45 4.31 4.36 4.00

Emergency Telephones are easy to locate in

and around parking areasN/A N/A N/A 4.19 4.19 4.10 4.13 4.38 4.26 4.10

I feel safe in and around parking areas 3.76 3.92 3.76 4.05 4.11 4.08 4.19 4.35 4.29 4.10

Overall Student Faculty Staff


long-term, short-term, one-day)3.70 3.50 4.10 4.30

Satisfaction with permit sales 2.60 2.00 4.10 4.00


debris, dirt, clear of cracks, potholes, etc.)4.00 3.90 4.20 4.30


and around parking areas4.10 4.10 4.20 4.20

I feel safe in and around parking areas 4.10 4.00 4.20 4.20

MEAN SATISFACTION SCORES/TREND DATA

The trend data pulls an average score from all the data and compares it to the prior year's scores to see if there is any

improvement from year to year.

Below Target (3.49 and Below)

BREAKDOWN OF OVERALL SATISFACTION MEAN SCORES BY DEMOGRAPHICS

Please rate your level of satisfaction with

the following:


the following:

Mean Satisfaction Scores:

Above Target (4.0 and Above)

Key for Mean Scores

Hitting Target (3.5 - 3.99)

OVERALL SATISFACTION/TREND DATA RESULTS

Mean Satisfaction Scores:



2015/16

Response

Count:

449

41

129

% Satisfied % Dissatisfied

166 183 68 56 73.78% 26.22%

86 95 92 189 39.18% 60.82%

176 237 44 25 85.68% 14.32%

167 235 35 14 89.14% 10.86%

177 243 47 19 86.42% 13.58%

Are you a (an):

Student

Faculty

Staff/Administrator

OVERALL RESPONSES

DissatisfiedVery

Dissatisfied


the following:Very Satisfied


debris, dirt, clear of cracks, potholes, etc.)

OVERALL

SATISFACTION

Satisfaction of Respondents:Satisfied


and around parking areas.

I feel safe in and around parking areas.

Overall Satisfaction = mean score

% Satisfied = Very Satisfied and Satisfied

Combined

% Dissatisfied = Very Dissatisfied and

Dissatisfied Combined


long-term, short-term,

one-day)

Satisfaction with permit sales



2015/16

Response

Count:Response Count:

118 N/A

24 3

265 N/A

88 16

Response

Count:

86

5

178

84

STUDENT RESPONSES

Parking Office

Pay Stations

Sprinter Pass

Don't Park on Campus

Transit Pass

OVERALL RESPONSES

Where do you usually purchase your

parking permits?

Online

Other

Parking Office

Where do you usually purchase your

parking permits?

Online

Other

Other Response Descriptions:

Payroll Deduction

Pay Stations



2015/16

Response

Count:

Response

Count:

33 21

45 72

54 102

80 69

43 435

6 8

4 36

23 14

14

149

21

22

Lot E

Lot F

Which parking lot do you park in most

often?

Lot B

What is the best way to provide you with

information regarding Parking & Commuter

Services?

Cougar Channel

NewsCenter

Parking Web Site

Social Networking Sites (Facebook/Twitter)

Lot C

Lot H

Lot K

Lot L

Email

Newspaper

Brochures/Flyers

OtherLot N

PSI

Other

Lots X, Y, Z

Lot O



2015/16


63 54 5 6 91.41% 8.59%

103 129 63 182 48.64% 51.36%

166 183 68 188 57.69% 42.31%


54 52 11 9 84.13% 15.87%

32 49 79 182 23.68% 76.32%

86 101 90 191 39.96% 60.04%

Faculty/Staff Response Count

Student Response Count

Ease of obtaining a parking permit

(semester, long-term, short-term, one-day)Very Satisfied Satisfied

Overall Response Count

Satisfaction of Respondents:

Satisfaction of Respondents:Dissatisfied

Very

Dissatisfied



Combined



Faculty/Staff Response Count

Student Response Count

Overall Response Count



Combined



Satisfaction with Permit Sales Very Satisfied Satisfied DissatisfiedVery

Dissatisfied

customer satisfaction survey · newspaper brochures/flyers lot n other psi other lots x, y, z lot...

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