Customer satisfaction with the quality of services

1. Customer satisfaction with the quality of services provided
by USM private entity
(for the period of January – April 2016)
Astana, 2016.

2. Quantity of respondents
261
483
106
Staff
Students
Faculty
251 out of 850 respondents (29,5%) had never participated in the survey before.

3. The satisfaction level for all services
69.8%
72.7%
75%
75.7%
77.9% 78.1%
TranslationDesk Residential
Facilities
ServiceDesk Sports Center TransportDesk Non-residential
Facilities
The non-financial motivation of employees on improving the quality of services is planned
to be organized once in a quarter.

4. The service satisfaction level of non-
residential facilities – 78,1%
70
79.1 76.2 79.5 80 77.9 75.4
69.4 67.1
83.6
Block 1 Block 2 Block 3 Block 4 Block 5 Block 6 Block 7 Block 8 Block 9 Block С3
For the quality improvement purposes USM conducts the manager rotation practice
between the Blocks.

5. The service satisfaction level of residential
facilities – 72,7%
73,9
75.4
77.8
68
70
67.7
65.4
Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25
Student Housing

6. The service satisfaction level of residential
facilities
83.7
81.5 81.7
85
83
Block 21 Block 38 Block 39 "Northern Lights" RC "Highvill- Astana" RC
Faculty and Staff Housing

7. Dynamics of satisfaction by the periods
2011 2012 2013 2014 2015 Jan-Apr
2016
50 53
63
71 73.5
75.4

8. USM’s conducted measures based on
the results of the survey
According to the results of the survey for the period of Jan-Apr 2016 the following activities are carrying out:
1) TransportDesk
Based on survey results the following activities were executed:
1. The explanatory conversations with the drivers on traffic safety conditions in urban environments, as well as a
conversation with the driver about the sense of high responsibility for safety of the passengers.
2. The unscheduled briefing with drivers about safety of driving.
3. For safety purposes the technical diagnostics of all cars were conducted; all identified defects were eliminated.
It’s planned to:
The mechanic will ride with the driver in order to monitor and evaluate driver’s safety level.
2) ServiceDesk arranged the meeting with shift supervisors where were discussed several issues such as work
discipline and the measures on improvement the quality of services. In order to enhance the work performance, USM
takes measures to reduce the procurement procedure.
3) TranslationDesk is constantly working on translation quality from Russian to English and from English to
Russian.
TranslationDesk enhances the control over the quality of works of the outsourcing company.

9. USM’s conducted measures based on
the results of the survey
According to the results of the survey for the period of Jan-Apr 2016 the following activities are carrying out:
4) Sports Center conducts equipment maintenance and outdoor field maintenance; conducts control over janitorial
execution schedule. All other comments are on stage of defining.
5) Residential Facilities conducted the explanatory work with the block managers upon the quality of services. All
issues with cleaning and access control were headed to the responsible executives. The Department is currently
working on Campus infrastructure development.
6) Non-residential Facilities discussed the cleaning issues with the Cleaning company. All issues concerning to the
Access control unit were headed to the responsible executives. Necessary explanatory work with the block managers
concerning goals and objectives was carried out. The Department is constantly working to improve the quality of
services.
7) Access Control Unit conducts constant work concerning to moral and ethical standards, courtesy and kindness,
respect and responsiveness, punctuality and responsibility, professionalism and competence. For the second half of
2016 the Access Control Unit plans to arrange several meetings with the Student Government to discuss dormitory
rules violation prevention and students’compliance with the rules.

10. Customer satisfaction with the quality of services provided
by USM private entity
(for the period of January – April 2016)
Astana, 2016.