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Assessing Satisfaction and Facility Stewardship In On Campus Housing
1
Overview
Institution Number of Bed Spaces
Abraham Baldwin Agricultural College 1,324
Augusta University 724*
College of Coastal Georgia 570
Columbus State University 984*
Dalton State College 365
East Georgia State College 414
Georgia Southern University (Armstrong Campus) 1,239*
Georgia State University 3,474*
University of North Georgia 854*
TOTAL 9,948
2*Excludes campus operated housing
Lessons & Accomplishments
3
Lessons Learned
• Marketing
• One Operator
Accomplishments
• Internet & Laundry Services
• Work Order Completion Rates
• Capital Improvements
• One Team Philosophy
• Affordability (3% Cap)
Student Satisfaction I. Annual Web Survey
A. Administered to all P3 Residents• Unique web link via e-mail • Ten questions
B. Assesses Key Areas• Cleanliness & Appearance• Maintenance Response Time• Follow Up Communication• Professionalism of Staff• Internet & Cable• Furniture• Laundry
4
Student Satisfaction
4.77 4.94 5.18 5.39 5.15 5.35 5.105.68 6.00 5.65 5.32
2017 Survey ResultsAll P3 Residents
N=5570
1-Very 2-Moderately 3-Slightly 4 5-Slightly 6-Moderately 7-Very
Dissatisfied Satisfied
1-Very 2-Moderately 3-Slightly 4 5-Slightly 6-Moderately 7-Very
Dissatisfied Satisfied
5
Georgia State University
6
3.79
5.46
3.00
3.50
4.00
4.50
5.00
5.50
6.00
2015-2016 2016-2017
Student Satisfaction-Laundry Services
Facility Stewardship
I. Annual Third Party Assessment (APPA Standards)A. Association of Higher Education Facilities Officers
• Customer Satisfaction• Cleanliness• Aesthetics• Preventative vs. Reactive Maintenance• Life Safety Systems• Systems Reliability• Repair & Replacement Planning
II. APPA Levels• Level I-Showpiece Facility• Level II-Comprehensive Stewardship• Level II-Managed Care• Level IV-Reactive Management• Level V-Crisis Response
7
Utilization of Results
• Improve student satisfaction
• Prioritize funding for facility improvements
• Identify equipment and training needs
• Identify best practices and efficiencies
• Hold third party vendors accountable
• Operator’s annual performance fee
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