This document summarizes the results of a survey of 1,606 staff, students, and faculty at a private university in Astana, Kazakhstan regarding their satisfaction with various university services in 2016. Overall satisfaction levels increased from 74.8% in the first half of 2016 to 77.9% in the second half, meeting the annual target of 75%. Satisfaction increased for most services including transportation, facilities maintenance, translation, and student housing. The university is taking actions such as improving personnel training, feedback systems, and service quality in response to the survey results.

1. 2016 Customer Satisfaction with
Quality of Services Provided by USM
private entity
Astana, 2016

2. Number of respondents
261
483
106
1st half of 2016
850 respondents
Staff Students Faculty
256
404
96
2nd half of 2016
756 respondents
Staff Students Faculty
 Total number of involved people - 1,606:
 Staff – 517 people
 Students - 887 people
 Faculty - 202 people

3. Satisfaction level in terms of all services
 According to the Strategic Plan for 2016-2020, satisfaction level for 2016 is planed at 75%.
TranslationDesk Residential Facilities ServiceDesk Sports Center TransportDesk Non-residential
Facilities
ACS
69.8%
72.7%
75% 75.7%
77.9% 78.1%
80.1%
77.3%
80.3%
75.3%
83.1%
78.1%
74.5%
1st half of 2016 2nd half of 2016

4. Satisfaction level with non-residential
facilities services
Block 1 Block 2 Block 3 Block 4 Block 5 Block 6 Block 7 Block 8 Block 9 Block
С3
Sports
Center
70
79.1 76.2 79.5 80 77.9 75.4 69.4 67.1
83.6 75.7
1st half of 2016
Block 1 Block 2 Block 3 Block 4 Block 5 Block 6 Block 7 Block 8 Block 9 Block
С3
Sports
Center
71.5
82.8 78.9 75 79,2 81.6 80 78,3 78,4
87,4
75,3
2nd half of 2016

5. Satisfaction level with student housing services
(residential facilities)
Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25 Laundry
73.9 75.4 77.8
68 70 67.7 65.4
69.5
1st half of 2016
Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25 Laundry
77.7
81
79
75.5
78.5 78
82
69.7
2nd half of 2016

6. Satisfaction level with faculty and staff
housing services(residential facilities)
Block 21 Block 38 Block 39 Northern Lights RC Highvill Astana RC
83.7 81.5 81.7
85 83
1st half of 2016
Block 21 Block 38 Block 39 Block 44 Northern Lights
RC
Highvill Astana
RC
84.8 84 85.7
58.8
83 89.5
2nd half of 2016

7. Satisfaction level with TransportDesk services
Driving safety Dispatcher's services in
handling your request
Driver's services (competence,
politeness, responsibility,
safety of driving)
Cleanliness of transport
vechicles
Timely arrival of transport
72
75
77
81
84
1st half of 2016
Driving safety Dispatcher's services in
handling your request
Driver's services (competence,
politeness, responsibility,
safety of driving)
Cleanliness of transport
vechicles
Timely arrival of transport
81.5
84
82
83
83.9
2nd half of 2016

8. Satisfaction level with ServiceDesk services
Heat power engineer
services
Electrician services Plumber services Grounds
maintenance
Carpenter services Movers services
73 73 74 75
77 78
1st half of 2016
Heat power engineer
services
Electrician services Plumber services Grounds
maintenance
Carpenter services Movers services
80.6 80
78
79.8 80
83.5
2nd half of 2016

9. Satisfaction level with TranslationDesk
services
Quality of Russian-English/English-
Russian Translation
Request processing efficiency Quality of Russian-Kazakh/Kazakh-
Russian Translation
63
69 77
1st half of 2016
Quality of Russian-English/English-Russian
Translation
Quality of Russian-Kazakh/Kazakh-Russian
Translation
75
84.7
2nd half of 2016

10. Satisfaction level with Access Control Services
ACP at the Blocks ACP at Turan Ave ACP at Kabanbay Batyr
Ave
74.7% 74.7%
73.8%
Satisfaction level with provided services for the 2nd half of 2016 is 74.5%

11. Satisfaction level with provided
services in 2016
Planed Index for 2016 1st half of 2016 2nd half of 2016
75%
74.8%
77.9%
Planed Index
for 2016
1st half of
2016
2nd half of
2016
Key indicator at 76,2% for 2016 has been reached

12. Dynamics of satisfaction level by year
50 53
63
71
74
76.2
2011 2012 2013 2014 2015 2016

13. Actions taken by USM
based on survey results
1) TransportDesk
a. Drivers were instructed with respect to traffic safety
b. Transport services are provided based on the approved standards
2) ServiceDesk
a. It is planned to reduce procurement time
b. It is planned to enhance personnel’s qualifications
c. It is planned to hire more qualified personnel
d. Employees were instructed with respect to business ethics
e. It is planned to improve feedback system
3) TranslationDesk
a. Activities aimed at translation quality enhancement with outsourcing company are taken on
regular basis
4) Non-residential Facilities
a. Block managers and administrator of Block 1 were instructed with respect to business ethics
and appearance
b. Instruction of cleaning personnel members
c. It’s planned to take activities aimed at enhancement of services quality provided by block
managers

14. Actions taken by USM
based on survey results
5) Sports Center
a. Coaches were instructed with respect to business ethics
b. Discussion of cleaning issues
c. Procedure of purchasing passes to the Sports Center has been simplified by implementing
new billing system
d. Lack of some sports equipment will be reconsidered to be included in 2017 Budget
6) Residential Facilities
a. Block managers and receptionists were instructed
b. Receptionists performance will be constantly supervised
c. It is planned to install Laundromats in the student housing blocks
d. It is planned to increase set amount of liquid detergents
7) Access Control Services
a. Shift supervisors have been informed with respect to Survey results
b. All indicators were discussed with managers
c. ACS managers attended training on Ethics in Business Communication
d. Garage parking will be opened soon which will significantly contribute to smooth operation
of the car parking
e. It is planned to develop the feedback and automatization systems in 2017

15. 2016 Customer Satisfaction with
Quality of Services Provided by
USM private entity
Astana, 2016