New Survey Finds 'Above-average' Marks
Date: Jan. 11, 2002
For Parking Services
By: Carey Hoffman
Phone: (513) 556-1825
Archive: General News
A new customer satisfaction survey of UC students, faculty and staff shows above-average ratings nearly across the board for UC's parking services operations.
"We look at this as a true picture of the services we offer and how the students, faculty and staff feel that parking performs in those areas," says Darlene Brown, director of parking services. "We feel like we do a good job, and we think this reinforces that."
Results of a student satisfaction survey released last year showed parking with low marks from respondents. But those concerns related to costs and availability - factors outside the control of parking services. Brown hoped with this survey to get an idea of how her department was performing in carrying out the parking policies of the university.
A total of 328 students responded to a 20-question survey. The students were asked to rate statements about service on a 1-5 scale, with '1' being poor and '5' being excellent. On average, parking services was rated at or above '4,' which equates to very good, on seven questions. The rating was between '3' - average - and '4' on 12 other questions. On only one question about the use of coin units to exit garages after hours did student ratings fall below a '3.'
Brown promises to re-examine options for the future on that service.
A similar level of satisfaction was seen on a 12-question random phone survey of 127 faculty and staff. Seven of the 12 questions merited average scores above the 'very good' standard. The ratings on the remaining five questions all fell between 'average' and 'above average.'
The highest approval by students was for the option of buying garage parking online with a credit card, which checked in at 4.73. The highest approvals from faculty and staff was an average score of 4.5 in three areas - friendly and prompt service, availability of services via the phone and e-mail, and the service provided for motorist assistance.
"It is important for parking to market itself on those issues that we can. We need to continue to improve service wherever we can," says Brown. "The survey shows that the use of technology to access our services is the direction students want to move into. We've been progressing down that road over the years, but we need to continue in that direction."