2016 Customer Satisfaction with Quality of Services Provided by USM private

entity

Astana, 2016

Number of respondents

261

483

106

1st half of 2016 850 respondents

Staff Students Faculty

256

404

96

2nd half of 2016 756 respondents

Staff Students Faculty

Total number of involved people - 1,606:

Staff – 517 people Students - 887 people Faculty - 202 people

Satisfaction level in terms of all services

According to the Strategic Plan for 2016-2020, satisfaction level for 2016 is planed at 75%.

TranslationDesk Residential Facilities ServiceDesk Sports Center TransportDesk Non-residential Facilities ACS

69.8%

72.7%

75% 75.7%

77.9% 78.1%

80.1%

77.3%

80.3%

75.3%

83.1%

78.1%

74.5%

1st half of 2016 2nd half of 2016

Satisfaction level with non-residential facilities services

Block 1

Block 2

Block 3

Block 4

Block 5

Block 6

Block 7

Block 8

Block 9

Block С3

Sports Center

70 79.1 76.2 79.5 80 77.9 75.4 69.4 67.183.6 75.7

1st half of 2016

Block 1

Block 2

Block 3

Block 4

Block 5

Block 6

Block 7

Block 8

Block 9

Block С3

Sports Center

71.582.8 78.9 75 79,2 81.6 80 78,3 78,4 87,4

75,32nd half of 2016

Satisfaction level with student housing services (residential facilities)

Block 11

Block 19

Block 20

Block 22

Block 23

Block 24

Block 25

Laundry

73.9 75.4 77.8

68 70 67.7 65.469.5

1st half of 2016

Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25 Laundry

77.781

7975.5

78.5 78

82

69.7

2nd half of 2016

Satisfaction level with faculty and staff housing services(residential facilities)

Block 21 Block 38 Block 39 Northern Lights RC

Highvill Astana RC

83.781.5 81.7

8583

1st half of 2016

Block 21 Block 38 Block 39 Block 44 Northern Lights RC

Highvill Astana RC

84.8 84 85.7

58.8

83 89.5

2nd half of 2016

Satisfaction level with TransportDesk services

7275

7781

841st half of 2016

81.5

84

8283

83.92nd half of 2016

Satisfaction level with ServiceDesk services

73 73 74 7577 78

1st half of 2016

80.6 80

7879.8 80

83.52nd half of 2016

Satisfaction level with TranslationDesk services

63 69 771st half of 2016

75

84.72nd half of 2016

Satisfaction level with Access Control Services

ACP at the Blocks ACP at Turan Ave ACP at Kabanbay Batyr Ave

74.7% 74.7%

73.8%

Satisfaction level with provided services for the 2nd half of 2016 is 74.5%

Satisfaction level with provided services in 2016

Planed Index for 2016 1st half of 2016 2nd half of 2016

75% 74.8%

77.9%

Ряд 1

Key indicator at 76,2% for 2016 has been reached

Dynamics of satisfaction level by year

2011 2012 2013 2014 2015 2016

50 53

6371

74 76.2

Actions taken by USM based on survey results

1) TransportDesk a. Drivers were instructed with respect to traffic safety b. Transport services are provided based on the approved standards2) ServiceDesk a. It is planned to reduce procurement time b. It is planned to enhance personnel’s qualifications c. It is planned to hire more qualified personnel d. Employees were instructed with respect to business ethics e. It is planned to improve feedback system 3) TranslationDesk a. Activities aimed at translation quality enhancement with outsourcing company are taken on regular basis4) Non-residential Facilities a. Block managers and administrator of Block 1 were instructed with respect to business ethics and appearance b. Instruction of cleaning personnel members c. It’s planned to take activities aimed at enhancement of services quality provided by block managers

Actions taken by USM based on survey results

5) Sports Center a. Coaches were instructed with respect to business ethics b. Discussion of cleaning issues c. Procedure of purchasing passes to the Sports Center has been simplified by implementing new billing system d. Lack of some sports equipment will be reconsidered to be included in 2017 Budget6) Residential Facilities a. Block managers and receptionists were instructed b. Receptionists performance will be constantly supervised c. It is planned to install Laundromats in the student housing blocks d. It is planned to increase set amount of liquid detergents

7) Access Control Services a. Shift supervisors have been informed with respect to Survey results b. All indicators were discussed with managers c. ACS managers attended training on Ethics in Business Communication d. Garage parking will be opened soon which will significantly contribute to smooth operation of the car parking e. It is planned to develop the feedback and automatization systems in 2017

2016 Customer Satisfaction with Quality of Services Provided by USM private

entity

Astana, 2016