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FAST Customer SurveyTuesday, February 17, 2015
2
4217Total Responses
Complete Responses: 4217
Total Recipients of Survey • 2842 Staff and Faculty• 15890 Students
23% Responded
18732
3
Q1: Please check the category that best describes your role at Cleveland State University.Answered: 4,217 Skipped: 0
Respondents
4
Q2: Please rate your overall satisfaction with the services provided by Facilities and Safety.Answered: 4,217 Skipped: 0
Overall Satisfaction Rate for FAST
94%overall
satisfaction
5
Q2: Please rate your overall satisfaction with the services provided by Facilities and Safety.Answered: 4,217 Skipped: 0
Overall Satisfaction Rate for FAST
6
Q3: How satisfied are you with our process for requesting service?Answered: 4,217 Skipped: 0
Overall Satisfaction Rate for FAST
92%overall
satisfaction
7
Q3: How satisfied are you with our process for requesting service?Answered: 4,217 Skipped: 0
Overall Satisfaction Rate for FAST
8
Office of the
University Architect
9
Q4: How satisfied are you with the look and feel of the campus?Answered: 4,217 Skipped: 0
Office of the University Architect
92% overall
satisfaction
10
Q4: How satisfied are you with the look and feel of the campus?Answered: 4,217 Skipped: 0
Office of the University Architect
11
Q5: How satisfied are you with the campus landscaping?Answered: 4,217 Skipped: 0
Office of the University Architect
93% overall
satisfaction
12
Q5: How satisfied are you with the campus landscaping?Answered: 4,217 Skipped: 0
Office of the University Architect
13
Q6: How satisfied are you with the number/quality of student lounges/areas?Answered: 4,217 Skipped: 0
Office of the University Architect
75% overall
satisfaction
14
Q6: How satisfied are you with the number/quality of student lounges/areas?Answered: 4,217 Skipped: 0
Office of the University Architect
15
Q7: How satisfied are you with the clarity of way-finding signage?Answered: 4,217 Skipped: 0
Office of the University Architect
82% overall
satisfaction
16
Q7: How satisfied are you with the clarity of way-finding signage?Answered: 4,217 Skipped: 0
Office of the University Architect
17
Q8: How satisfied are you with the exterior seating areas (benches and tables)?Answered: 4,217 Skipped: 0
Office of the University Architect
79% overall
satisfaction
18
Q8: How satisfied are you with the exterior seating areas (benches and tables)?Answered: 4,217 Skipped: 0
Office of the University Architect
19
20
Access Control & Security Systems
21
Q10: How satisfied are you with the access to buildings?Answered: 4,217 Skipped: 0
Access Control & Security Systems
90% overall
satisfaction
22
Q10: How satisfied are you with the access to buildings?Answered: 4,217 Skipped: 0
Access Control & Security Systems
23
Q11: How satisfied are you with your recent interaction with Access Control personnel?Answered: 4,217 Skipped: 0
Access Control & Security Systems
94% overall
satisfaction
24
Q11: How satisfied are you with your recent interaction with Access Control personnel?Answered: 4,217 Skipped: 0
Access Control & Security Systems
25
Q12: How satisfied are you with electronic access to CSU buildings via your CSU ID?Answered: 4,217 Skipped: 0
Access Control & Security Systems
86% overall
satisfaction
26
Q12: How satisfied are you with electronic access to CSU buildings via your CSU ID?Answered: 4,217 Skipped: 0
Access Control & Security Systems
27
Q13: How satisfied are you with your recent interaction with the CSU Lock Shop?Answered: 4,217 Skipped: 0
Access Control & Security Systems
91% overall
satisfaction
28
Q13: How satisfied are you with your recent interaction with the CSU Lock Shop?Answered: 4,217 Skipped: 0
Access Control & Security Systems
29
30
Campus Safety
31
Q15: How satisfied are you with the overall performance of the CSU Police Department?Answered: 4,217 Skipped: 0
Campus Safety
92% overall
satisfaction
32
Q15: How satisfied are you with the overall performance of the CSU Police Department?Answered: 4,217 Skipped: 0
Campus Safety
33
Q16: How satisfied are you with the overall competence of CSU police/security/dispatch personnel on campus?Answered: 4,217 Skipped: 0
Campus Safety
93% overall
satisfaction
34
Q16: How satisfied are you with the overall competence of CSU police/security/dispatch personnel on campus?Answered: 4,217 Skipped: 0
Campus Safety
35
Q17: How satisfied are you with the attitude and behavior of CSU police/security/dispatch personnel?Answered: 4,217 Skipped: 0
Campus Safety
94% overall
satisfaction
36
Q17: How satisfied are you with the attitude and behavior of CSU police/security/dispatch personnel?Answered: 4,217 Skipped: 0
Campus Safety
37
Q18: Do you feel safe on CSU campus?Answered: 4,217 Skipped: 0
Campus Safety
90% feel safe
38
Q18: Do you feel safe on CSU campus?Answered: 4,217 Skipped: 0
Campus Safety
39
Q19: Do you feel safe in the area surrounding CSU campus (E. 30th Street to E. 13th Avenue and Prospect Avenue to Payne Avenue)?Answered: 4,217 Skipped: 0
Campus Safety
52% feel safe
40
Q19: Do you feel safe in the area surrounding CSU campus (E. 30th Street to E. 13th Avenue and Prospect Avenue to Payne Avenue)?Answered: 4,217 Skipped: 0
Campus Safety
41
Q20: Do you have any recommendations and suggestions for improvements?Answered: 4,217 Skipped: 0
Campus Safety
24% recommended
42
Q20: Do you have any recommendations and suggestions for improvements?Answered: 4,217 Skipped: 0
Campus Safety
43
44
Grounds
45
Q21: How satisfied are you with the way the campus lots and sidewalks are maintained during inclement weather?Answered: 4,217 Skipped: 0
Grounds
84% overall
satisfaction
46
Q21: How satisfied are you with the way the campus lots and sidewalks are maintained during inclement weather?Answered: 4,217 Skipped: 0
Grounds
47
Q22: How satisfied are you with the way our team maintains green spaces on campus?Answered: 4,217 Skipped: 0
Grounds
95% overall
satisfaction
48
Q22: How satisfied are you with the way our team maintains green spaces on campus?Answered: 4,217 Skipped: 0
Grounds
49
Q23: How satisfied are you with the cleanliness of our campus grounds?Answered: 4,217 Skipped: 0
Grounds
94% overall
satisfaction
50
Q23: How satisfied are you with the cleanliness of our campus grounds?Answered: 4,217 Skipped: 0
Grounds
51
52
Custodial Services
53
Q25: How satisfied are you with the cleanliness of the restroom areas?Answered: 4,217 Skipped: 0
Custodial Services
80% overall
satisfaction
54
Q25: How satisfied are you with the cleanliness of the restroom areas?Answered: 4,217 Skipped: 0
Custodial Services
55
Q26: How satisfied are you with the availability of custodial supplies in restrooms? (paper towels, toilet paper, hand soap, etc.)Answered: 4,217 Skipped: 0
Custodial Services
84% overall
satisfaction
56
Q26: How satisfied are you with the availability of custodial supplies in restrooms? (paper towels, toilet paper, hand soap, etc.)Answered: 4,217 Skipped: 0
Custodial Services
57
Q27: How satisfied are you with the cleanliness of hallways and stairwells?Answered: 4,217 Skipped: 0
Custodial Services
94% overall
satisfaction
58
Q27: How satisfied are you with the cleanliness of hallways and stairwells?Answered: 4,217 Skipped: 0
Custodial Services
59
Q28: How satisfied are you with the timely responses to cleanliness concerns?Answered: 4,217 Skipped: 0
Custodial Services
91% overall
satisfaction
60
Q28: How satisfied are you with the timely responses to cleanliness concerns?Answered: 4,217 Skipped: 0
Custodial Services
61
Q29: How satisfied are you with trash removal from your area?Answered: 4,217 Skipped: 0
Custodial Services
94% overall
satisfaction
62
Q29: How satisfied are you with trash removal from your area?Answered: 4,217 Skipped: 0
Custodial Services
63
Q30: Please give an overall rating of custodial services (the cleaning of the restrooms, or the other rooms, events set-up, etc.).Answered: 4,217 Skipped: 0
Custodial Services
90% overall
satisfaction
64
Q30: Please give an overall rating of custodial services (the cleaning of the restrooms, or the other rooms, events set-up, etc.).Answered: 4,217 Skipped: 0
Custodial Services
65
66
Movers & Recycling
67
Q32: If you have contacted Movers & Recycling, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0
Movers & Recycling
68
Q32: If you have contacted Movers & Recycling, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0
Movers & Recycling
69
Q33: Have you requested services from Movers & Recycling in the past 12 months?Answered: 4,217 Skipped: 0
Movers & Recycling
7% have
requested services
70
Q33: Have you requested services from Movers & Recycling in the past 12 months?Answered: 4,217 Skipped: 0
Movers & Recycling
71
Q34: How satisfied are you with the timeliness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922
Movers & Recycling
88% overall
satisfaction
72
Q34: How satisfied are you with the timeliness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922
Movers & Recycling
73
Q35: How satisfied are you with the professionalism of the Moving & Recycling staff?Answered: 295 Skipped: 3,922
Movers & Recycling
96% overall
satisfaction
74
Q35: How satisfied are you with the professionalism of the Moving & Recycling staff?Answered: 295 Skipped: 3,922
Movers & Recycling
75
Q36: How satisfied are you with the attentiveness and carefulness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922
Movers & Recycling
96% overall
satisfaction
76
Q36: How satisfied are you with the attentiveness and carefulness of the Moving & Recycling staff?Answered: 295 Skipped: 3,922
Movers & Recycling
77
78
Building Maintenance
79
Q38: If you have contacted Building Maintenance, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0
Building Maintenance
80
Q38: If you have contacted Building Maintenance, what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0
Building Maintenance
81
Q39: Have you requested building maintenance services in the past 12 months?Answered: 4,217 Skipped: 0
Building Maintenance
16% have
requested services
82
Q39: Have you requested building maintenance services in the past 12 months?Answered: 4,217 Skipped: 0
Building Maintenance
83
Q40: How satisfied were you with the timeliness of services?Answered: 672 Skipped: 3,545
Building Maintenance
84% overall
satisfaction
84
Q40: How satisfied were you with the timeliness of services?Answered: 672 Skipped: 3,545
Building Maintenance
85
Q41: How satisfied are you with the professionalism and expertise of the staff?Answered: 672 Skipped: 3,545
Building Maintenance
92% overall
satisfaction
86
Q41: How satisfied are you with the professionalism and expertise of the staff?Answered: 672 Skipped: 3,545
Building Maintenance
87
88
FAST Coordination
Center
89
Q43: If you have contacted the FAST Coordination Center, how did you contact us? (You may select more than one.)Answered: 4,217 Skipped: 0
FAST Coordination Center
90
Q43: If you have contacted the FAST Coordination Center, how did you contact us? (You may select more than one.)Answered: 4,217 Skipped: 0
FAST Coordination Center
91
Q44: Have you had occasion to contact the FAST Coordination Center staff in the past 12 months?Answered: 4,217 Skipped: 0
FAST Coordination Center
10% have
contacted
92
Q44: Have you had occasion to contact the FAST Coordination Center staff in the past 12 months?Answered: 4,217 Skipped: 0
FAST Coordination Center
93
Q45: How satisfied were you with the telephone or email interaction with Facilities administrative personnel; were they courteous and professional?Answered: 430 Skipped: 3,787
FAST Coordination Center
96% overall
satisfaction
94
Q45: How satisfied were you with the telephone or email interaction with Facilities administrative personnel; were they courteous and professional?Answered: 430 Skipped: 3,787
FAST Coordination Center
95
Q46: How satisfied were you that your request for service was accepted promptly and routed to the appropriate Facilities department?
Answered: 430 Skipped: 3,787
FAST Coordination Center
91% overall
satisfaction
96
Q46: How satisfied were you that your request for service was accepted promptly and routed to the appropriate Facilities department?
Answered: 430 Skipped: 3,787
FAST Coordination Center
97
Q47: How satisfied were you with the level of knowledge to inquires made for service requests?Answered: 430 Skipped: 3,787
FAST Coordination Center
92% overall
satisfaction
98
Q47: How satisfied were you with the level of knowledge to inquires made for service requests?Answered: 430 Skipped: 3,787
FAST Coordination Center
99
100
Environmental Health and
Safety
101
Q49: If you have contacted Environmental Health & Safety (EHS), what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0
Environmental Health and Safety
102
Q49: If you have contacted Environmental Health & Safety (EHS), what were the services provided? (You may select more than one.)Answered: 4,217 Skipped: 0
Environmental Health and Safety
103
Q50: Have you interacted with Environmental Health and Safety (EHS) in the past 12 months?Answered: 4,217 Skipped: 0
Environmental Health and Safety
5% have
interacted
104
Q50: Have you interacted with Environmental Health and Safety (EHS) in the past 12 months?Answered: 4,217 Skipped: 0
Environmental Health and Safety
105
Q51: The EHS staff was courteous.Answered: 210 Skipped: 4,007
Environmental Health and Safety
95% overall
satisfaction
106
Q51: The EHS staff was courteous.Answered: 210 Skipped: 4,007
Environmental Health and Safety
107
Q52: The EHS staff was helpful.Answered: 210 Skipped: 4,007
Environmental Health and Safety
93% overall
satisfaction
108
Q52: The EHS staff was helpful.Answered: 210 Skipped: 4,007
Environmental Health and Safety
109
Q53: The EHS staff provided complete and accurate information.Answered: 210 Skipped: 4,007
Environmental Health and Safety
93% overall
satisfaction
110
Q53: The EHS staff provided complete and accurate information.Answered: 210 Skipped: 4,007
Environmental Health and Safety
111
Q54: The EHS staff was timely in their response.Answered: 210 Skipped: 4,007
Environmental Health and Safety
92% overall
satisfaction
112
Q54: The EHS staff was timely in their response.Answered: 210 Skipped: 4,007
Environmental Health and Safety
113
Q55: My overall EHS experience was positive.Answered: 210 Skipped: 4,007
Environmental Health and Safety
94% overall
satisfaction
114
Q55: My overall EHS experience was positive.Answered: 210 Skipped: 4,007
Environmental Health and Safety
115
Q56: My overall expectations were met.Answered: 210 Skipped: 4,007
Environmental Health and Safety
93% overall
satisfaction
116
Q56: My overall expectations were met.Answered: 210 Skipped: 4,007
Environmental Health and Safety
117
118
Mailing/Shipping/Receiving
119
Q59: Have you used Mail/Shipping/Receiving services in the last 12 months? (Not student housing mail delivery)Answered: 4,217 Skipped: 0
Mailing/Shipping/Receiving
19% have used services
120
Q59: Have you used Mail/Shipping/Receiving services in the last 12 months? (Not student housing mail delivery)Answered: 4,217 Skipped: 0
Mailing/Shipping/Receiving
121
Q60: Are the Mailing/Shipping/Receiving personnel courteous when responding to inquiries? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
90% positive
response
122
Q60: Are the Mailing/Shipping/Receiving personnel courteous when responding to inquiries? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
123
Q61: How satisfied are you with the accuracy of the mail distribution and delivery notices? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
90% overall
satisfaction
124
Q61: How satisfied are you with the accuracy of the mail distribution and delivery notices? (Not for student housing mail delivery)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
125
Q62: Please rate overall customer service of the Mail Room. (Not for student housing mail delivery)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
92% overall
satisfaction
126
Q62: Please rate overall customer service of the Mail Room. (Not for student housing mail delivery)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
127
Q63: How satisfied are you with the Shipping/Receiving services? (Goods purchased by campus community received and delivered to the appropriate departments at CSU)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
92% overall
satisfaction
128
Q63: How satisfied are you with the Shipping/Receiving services? (Goods purchased by campus community received and delivered to the appropriate departments at CSU)Answered: 804 Skipped: 3,413
Mailing/Shipping/Receiving
129
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