This document reports on a survey of customer satisfaction with services provided by USM private entity from January to April 2016. It surveyed 261 staff members, 483 students, and 106 faculty members. The satisfaction levels for various services ranged from 69.8% for translation services to 78.1% for non-residential facilities. Based on the survey results, USM conducted measures to improve lower scoring services such as meetings with drivers to improve transportation safety and discussions with cleaning companies to improve cleaning quality. The document outlines specific actions taken and planned for various departments to enhance customer satisfaction.

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
Non-financial incentive for employees to improve the quality of services is expected on a
quarterly basis.

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 purposes of quality improvement, USM applies practice of manager rotation
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
Based on the results of January – April 2016 survey, the following activities are carried out:
1) TransportDesk
Based on the survey results, the following activities have been carried out:
1. Awareness-raising conversation with drivers regarding traffic safety conditions in urban area, as well as drivers’
responsibility for safety of their passengers.
2. An unscheduled briefing with drivers about safety of driving.
3. For the purposes of safety of driving, the technical diagnostics of all cars have been conducted and all identified
defects have been eliminated.
It’s planned that:
A mechanical worker will accompany a driver in order to monitor and evaluate driver’s safety level.
2) ServiceDesk has arranged a meeting with shift supervisors where several issues such as work discipline and
measures to improve the quality of services have been discussed. Also, USM is currently taking measures to reduce
procurement time.
3) TranslationDesk is constantly working on translation quality from Russian to English and from English to
Russian.
TranslationDesk enhances control over performance of the outsourcing company.

9. USM’s conducted measures based on
the results of the survey
Based on the results of January – April 2016 survey, the following activities are carried out:
4) Sports Center conducts equipment maintenance and outdoor field maintenance and control over janitorial services
schedule. All other comments are currently in the process of review.
5) Department of Residential Facilities has conducted the explanatory work with block managers regarding the
quality of services. All cleaning and access control issues have been transferred to responsible executives. The
Department is currently working on campus infrastructure development.
6) Department of Non-Residential Facilities has discussed cleaning issues with the cleaning company. All issues
concerning access control units have been transferred to responsible executives. Necessary explanatory work on goals
and objectives have been carried out with block managers. The Department is constantly working on improving the
quality of services.
7) Access Control Service conducts constant activities concerning work ethics, courtesy and kindness, respect and
responsiveness, punctuality and responsibility, professionalism, competence and compliance with generally accepted
moral and ethical standards. The Access control Unit plans to arrange several meetings with the Student Government to
discuss dormitory rules violation prevention and compliance with the rules in the second half of 2016.

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