staff & student satisfaction survey 2014 · take away barriers, more shelters – at bus stops...

Staff & Student

Satisfaction Survey 2014

Quantitative research key findings May 2014

KPI’s – User Satisfaction


Shared Service: Target Sample 2012/13 2013/14 YoY

Catering Students & Staff 66% 74% 12%IT Services Students & Staff 72% 78% 9%Sport & Recreation Students & Staff 40% 38% -6%Library & Information Services Students 94% 92% -2%Library & Information Services Staff 96% 92% -4%Multi-faith Chaplaincy Students 92% 93% 1%The Compass (Penryn Campus) Students 89% 89% 0%Wellbeing Centre (Penryn Campus) Students 85% 82% -4%ASK: Academic Skills Service Students 84% 84% -0%Counselling Service Students 78% 62% -20%Dyslexia Skills Students 77% 74% -4%Living Support Service Students 75% 69% -8%Accessibility Service Students 65% 72% 11%Student Entertainment Students 56% 62% 10%Campus physical environment Students & Staff n/a 78% n/aAccommodation Services:Availability Students n/a 80% n/aStandard and quality Students n/a 74% n/aAffordability Students n/a 36% n/a

% Positive Satisfaction ('very satisfied' or 'quite satisfied')

Staff Survey

Awareness Usage

% Positive Satisfaction

('very satisfied' or 'quite satisfied')

Library & Information Service 98% 92% 92%

The Compass 84% 33% 94%

Dyslexia Support 83% 10% 77%

Multi-faith Chaplaincy 83% 11% 97%

Counselling Service 82% 11% 76%

ASK: Academic Skills 81% 19% 84%

Wellbeing Centre (Penryn Campus) 71% 14% 91%

Living Support Service 67% 16% 88%

Accessibility Service 63% 10% 90%

English Language Support 56% 5% 62%

Academic & Student Services

Staff Satisfaction Survey 2014

Asked to all Asked to those who were

aware of each service Asked to those who had

used each service

“More counsellors / staff in Wellbeing” enhancement

/ɪnˈhɑːnsm(ə)nt,ɛn-/ “More spaces / study spaces”

“Increased awareness among

staff that these facilities are

available to them”

“Better communications…”

NB Verbatim response


('very satisfied' or

'quite satisfied')

Email 87%IT Service Desk 83%Internet access 80%Printing 69%Wi-Fi network 67%Reprographics 59%Telephony 54%Audio Visual 47%SharePoint* 41%Open access IT Suites (e.g. Library) 30%Induction 25%Laptop Clinics 20%Specialist IT Teaching Suites 19%Laptop Loans 15%Accommodation IT Support 12%

I.T. Services

Overall satisfaction:

78% (68% in 2012/13)


Asked to all except * not asked to UoE staff


Why ? • Seems understaffed to handle

demand • Frequent network / printing / WiFi

problems • Response times slow • Lack of communication when a

call logged • When it is dealt with, often by

multiple members of staff


Asked to all

I.T. Services


Why ? • Slow to respond / resolve • Have to chase up • IT close calls without resolving or notifying • Can’t always resolve calls

IT improved over previous 12

months?

45%

11%

44%

If you have placed a request with IT Services over the past 12 months, please rate the following in terms of

how the service you received met your needs: % Positive

Satisfaction ('very satisfied' or 'quite

satisfied')Helpfulness and politeness of staff 91%

Resolution of your IT issue 80%

Time taken to respond to your IT issue 79%

Communication and updates 76%

• Printing • VDI’s – lots of issues, often • Improve the morale – they’re

understaffed • Increase the mailbox size • Better WiFi • Better communication from IT staff • Quicker response times

Nothing – all staff are very helpful and friendly

(approx 1 in 8 respondents)



Asked to all

improvement/ɪmˈpruːvm(ə)nt/

Catering


72% (62% in 2012/13)


The Stannary Restaurant (Lower Stannary) 51%

Value for money 44%

Koofi 28%

Vending services 3%

Awareness of opening times and offer 2%

Offer of catering available at evenings/weekends 1%

Most valued

Least valued

Opening times (10%) Open longer (earlier and later), not just

‘conventional’ lunch hours, keep some

open in holidays, staff count too!

Value for money (10%)

Better quality food, lower prices, more

competitively priced, meal deals

Awareness of opening times and offer (8%)

Consistency of opening times across

all listings, better listings/easier to find,

post deals and special offers on website




top 3

Asked to all

Sport & Recreation


31% (30% in 2012/13)


Gym 35%

Exercise classes 19%

FLEXSI student/ staff activities 9%

Outdoor running/orienteering routes 7%

Table tennis 3%

Outdoor gym equipment 3%

Most valued

Least valued

Gym (12%) Bigger / more

equipment – busy at peak times, newer

equipment, swimming pool,

cheaper membership

Exercise Classes (9%)

More – more variety, more at lunchtimes,

more after work

MUGA (6%) Better provision for

other sports, modernise it, make it

bigger



top 3


Asked to all

Overall Campus Experience

Overall satisfaction

with physical environment of campus

71% % Positive Satisfaction ('very satisfied' or 'quite satisfied')

Gardens and other ‘green spaces’ 63%

Look and feel of the campus 36%

On-going investment in estates and facilities 33%

Accessibility of the campus 7%

Getting around the campus 6%

Signage 5%

Least valued

Most valued

Car parking / transport links (16%)

More car parking, cheaper for staff, separate for staff and students, cheaper as public transport not great, take away barriers, more shelters – at bus stops and

for bikes / motorbikes

Ongoing investment in estates/facilities (16%)

Bit of TLC – repair / redecorate / update,

maintain older buildings (remove mould, fungus etc), more office space, fix/repair quicker, more

resources for requirements, rolling

investment/maintenance

Signage (16%) More signs, clearer signs, more visible signs, improve for

visitors – especially reception sign, more

professional/consistent looking

65% have used it

82% satisfied with it


Of those who used it

Those who were dissatisfied

Hard to use, complicated, rooms often double-booked, system is old and

unreliable. The TEAM are great however!



top 3

Asked to all

Communications

method/ˈmɛθəd/

All-staff emails 71%

Falmouth University’s Intranet/SharePoint* 41%

The Digest (regular e-newsletter) 36%

Facebook 11%

Leaflets 11%

Twitter 8%

All-staff emails 49%

The Digest (regular e-newsletter) 12%

Falmouth University’s Intranet/SharePoint* 10%

Most effective

Least effective

Most preferred

*FXPlus, FXU and Falmouth staff only

• More joined across the three institutions

• Designated page on intranet

• One email, not multiple • Keep mails simpler / briefer • More noticeable bulletin /

poster boards


54%


Asked to all


awareness/əˈwɛːnəs/

of surplus profits derived from commercial activ ities run on campus reinvested back into

sustainable development of the campuses and serv ices

Final Comments Can you invest in a nursing mothers room which is not next to a clinical waste bin

and compressed gases cupboard

(University of Exeter)

It does not always feel as though we are all working together for the

benefit of the students, academics, and staff here at the Penryn Campus, but, rather, as

though we are sometimes working at cross purposes.


It would be good if someone could explain what sustainable

development and shared services this money is spent on. also how much money is being

reinvested. (Falmouth Exeter Plus)

I think staff in all areas of shared services do an

excellent job, and as a whole in the last year

services have improved (Falmouth Exeter Plus)

Penryn campus (aka Tremough ;) is a good place to work ... I enjoy coming to work and can see the positive improvements that have and are being made over the eight years ...

thanks to all the teams that deliver this :-) (University of Exeter)

The car parking charges are effectively a cut in salary for

everybody who has to pay them. (Falmouth University)

The shared services are great on site but client

feedback has proved that sometimes not all teams are

willing to pull together. (Falmouth Exeter Plus)

…it just seems that you keep hiring managers to manage managers and don't really make any improvements in

your ground staff / customer service attitude…


Is there information available detailing how much if any profit is generated by the

commercial service providers on campus and what the split is between the two institutions?

(Falmouth Exeter Plus)



Student Survey

Awareness Usage


('very satisfied' or 'quite satisfied')

Library & Information Service 99% 93% 93%

The Compass 92% 55% 90%

ASK: Academic Skills 85% 32% 84%

Dyslexia Support 79% 19% 74%

Wellbeing Centre (Penryn Campus) 75% 25% 82%

Counselling Service 74% 17% 62%

Multi-faith Chaplaincy 67% 4% 75%

Living Support Service 62% 15% 69%

Accessibility Service 41% 7% 72%

English Language Support 36% 2% 75%

Academic & Student Services

Student Satisfaction Survey 2014

Asked to all Asked to those who were

aware of each service Asked to those who had

used each service

“More counsellors – have a drop-in

facility to be seen quicker”

enhancement/ɪnˈhɑːnsm(ə)nt,ɛn-/

“More books in library”

“Improve mental health support”

“More publicity around services;

increase awareness”


“More computers”

“Improve library search / catalogue”

“Faster turnaround for dyslexia support”

“More study spaces / quiet areas”


('very satisfied' or

'quite satisfied')

Email 82%Internet access 75%Open access IT Suites (e.g. Library) 73%Wi-Fi network 72%IT Service Desk 67%Printing 51%Induction 45%Specialist IT Teaching Suites 42%Reprographics 36%Accommodation IT Support 34%Laptop Clinics 29%Audio Visual 19%Telephony 18%Laptop Loans 17%Grab A Pad 16%

I.T. Services


79% (76% in 2012/13)



Why ? • WiFi is unreliable • Printing is expensive • Not enough computers • Can’t install software required for

course


Asked to all

% Positive Satisfaction ('very satisfied' or 'quite

satisfied')Helpfulness and politeness of staff 61%

Time taken to respond to your IT issue 60%

Resolution of your IT issue 55%

Communication and updates 54%

I.T. Services


Why ? • Don’t always get replies • Replies take too long • Staff can be rude or patronising – feel like

an inconvenience asking for help

IT improved over previous 12

months?

28%

10%

62%

If you have placed a request with IT Services over the past 12 months, please rate the following in terms of

how the service you received met your needs:

• Easier printing process • Make IT team more accessible not

hidden away • More computers • Cheaper/free printing • WiFi – improve quality • More MACs and support for them • More approachable staff • Make registering devices simpler



Asked to all



satisfied')House hunting sessions and/or accommodation fairs 35%

The Accommodation Services’ website (www.fxplus.ac.uk/live) 54%

Information about properties advertised on the Accommodation Services’ online listings 49%


satisfied')

Availability 80%

Standard and quality 74%

Affordability 36%

Accommodation Services


Please rate the following aspects of your accommodation in terms of how it meets your needs:

Please rate the quality of the following services that you may have used when searching for accommodation in the private sector in terms of how they met your needs:

Asked to all

Asked to all

Catering


76% (70% in 2012/13)


Value for Money (14%) Food and drink

expensive, make it cheaper, have more

deals e.g. meal deals, loyalty cards etc.

Offer of catering available at

evenings/weekends (13%)

Have more selection at these times, not just

pasties, but healthy fresh foods

Opening times of catering outlets (10%) Open longer at lunch,

evenings and weekends, for those with later

lectures and studying at weekends, stay open in

holidays



Value for money 41%

Koofi 40%

The Stannary Restaurant (Lower Stannary) 38%

Awareness of opening times and offer 4%

Offer of catering available at evenings/weekends 3%

Environment and Sustainability Institute Café 3%

Most valued

Least valued


top 3

Asked to all

Sport & Recreation


46% (51% in 2012/13)


Gym (14%) Bigger / more

equipment – busy at peak times, newer

equipment, swimming pool, cheaper membership

Exercise Classes (7%) More – more variety, in

day and evenings, cheaper, more

available to non-gym members

MUGA (8%) Better provision for

other sports, modernise it, make it

bigger



‘Other’: Swimming pool


top 3

Asked to all

Student Entertainment & 1st Years



62% (56% in 2012/13)


Live gigs (24%) More gigs, more variety/cater for

all tastes (e.g. not just DJs but acoustic bands), some bigger

names

DJ events / headliners (14%) DJs we’ve heard of, more variety, better quality DJs, cheaper tickets


Club/theme events (10%) Cheaper drinks, cheaper entry, more of them, better organised

As a first-year student, would you like to suggest any improvements to shared services that would have helped you to settle into university life better?

More ice-breaker events NB Verbatim response

More advice on doctors and health things

Matching term dates; so not lonely and so no

rivalry/divide

Better quality accommodation

More information on services and how to use

things, e.g. parking, washing machines,

heating etc.


Asked to all

Overall Campus Experience

Overall satisfaction

with physical environment of campus

86% % Positive Satisfaction ('very satisfied' or

'quite satisfied')

Social Spaces (14%) More of them, inside

and out, dotted around campus, just

more more more!

Car Parking / Transport Links (13%)

Cheaper, less restrictions, bus travel between campuses should be free, more

parking, bus subsidies, more buses

Range of Products at The Shop (13%)

Fresh food, more healthy options, more

veggie, halal etc, cheaper foods, also

other household items not just food

29% have used it

72% satisfied with it


Of those who used it

Those who were dissatisfied

Hard to use, complicated, rooms often double-

booked, system is old and unreliable.



top 3

Asked to all

Communications

method/ˈmɛθəd/

*UoE students only

• Briefer emails – user-friendly • Don’t bombard – less emails

• Different methods for different messages

• More visual • Clearer messages


15%


awareness/əˈwɛːnəs/

of surplus profits derived from commercial activ ities run on campus reinvested back into

sustainable development of the campuses and serv ices

Asked to all


Final Comments Sidings residents get free

train travel, Tremough students do not, this could

be reconsidered? (Falmouth University)

You shouldn’t be making profit from parking and food even if ytou

reinvest it back. It is wrong to penalise students when you are already charging us fees and

accommodation fees and parking and printing

(Falmouth University)

A transparent annual statement of accounts would

be well received in seeing how this plays out in actual cost and reinvested profit

(Falmouth University)

Nah, I pretty happy with the whole university experience

so far. Well done guys! (Falmouth University)

This is probably the best looking campus with some of the best services that I saw while looking at which uni to attend. Its a

great place to live and study. Thank you :) (Falmouth University)

PLEASE, reduce the cost of printing.


Please improve the counselling service. People using it are vulnerable so a bad experience can make

things a lot worse. (Falmouth University)

Quality needs to be improved, it's far too

expensive for what it is (University of Exeter)

Woodlane was the original hub of Falmouth university and

sometimes seems rather neglected – there’s no events held there such as music (not talking DJs or a massive party) more like an acoustic evening

or something. (Falmouth University)



Methodology

All staff and students across the University of Exeter and Falmouth University campuses were invited to participate in this survey via numerous methods: newsletters, emails, flyers & posters (including QR codes), plasma screens, intranet splash banners and announcements, a range of Facebook and Twitter accounts, personal encouragement at reception desks, display in The Compass, and dedicated laptops in The Compass and at the porters lodge where surveys could be completed. Fieldwork took place from 7th March 2014 until 2nd May 2014. There were a total of 447 respondents to the staff survey, and 353 to the student survey.


Further information

Contact: Michelle Garrett-Martin (Market Research Officer) [email protected] 01392 726318


staff & student satisfaction survey 2014 · take away barriers, more shelters – at bus stops...

Documents