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